Outsourced Customer Care Solutions for a Leading US Telco

Overview:

 

Gatestone partnered with a top-tier telecommunications company in the US to fully outsource their customer care, business customer care, and 24/7/365 technical support operations. By leveraging Gatestone’s expertise and resources, the telecommunications company experienced significant improvements in customer satisfaction while simultaneously reducing operating costs.

The Challenge:

The telecommunications company faced increasing pressure to maintain high customer service standards while managing rising operational expenses. They sought a reliable partner capable of providing a comprehensive outsourcing solution to enhance the customer experience and optimize costs.

 

The Solution:

Gatestone implemented a tailored outsourcing strategy encompassing customer care, business customer care, and round-the-clock technical support for the telecommunications company. Critical aspects of the solution included:

 

  1. Establishing a dedicated team of over 300 multilingual customer service representatives (CSRs) proficient in handling inquiries related to various aspects of the telecommunications industry.
  2. Implementing cutting-edge AI-driven automation tools to streamline customer service processes and improve response times.
  3. Conducting extensive training programs to ensure CSRs were well-versed in the company’s products and services, enabling them to provide accurate and efficient support.



Results:

Gatestone’s comprehensive outsourcing solution yielded remarkable results for the telecommunications company:

Customer Satisfaction
+ 1 %
First Call Resolution (FCR)
+ 1 %
Lowered Operating Costs
- 1 %
customer complaints
- 1 %
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