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:
- Establishing a dedicated team of over 300 multilingual customer service representatives (CSRs) proficient in handling inquiries related to various aspects of the telecommunications industry.
- Implementing cutting-edge AI-driven automation tools to streamline customer service processes and improve response times.
- 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: