TECHNICAL SUPPORT SERVICES Telco Tech Suppport – A Class Apart Tech Support Service Customer Lifecycle Management Data Analytics Service Provisioning Order Management Billing Support Services 22% 5% 10% 5% 2% 56% HCL’s Business Process Services in the telecom domain he ever-increasing competition and business demands has brought about a need to deliver a better customer experience – the one thing that would differentiate an organisation from its competitors. To Tremain competitive, companies need to establish the latest and best practices such as knowledgebase and self-help tools to reduce cost of operations while driving for new revenues. The combination of voice and web-based support (chat, email and self-service / knowledgebase) with intelligent technology and industry best practices increases demand generation and boosts retail sales to deliver a differentiated experience through: Focused services on delivering business metrics as opposed to focus on process metrics Services impacting costs and revenues Processes to measure and enhance end-customer satisfaction Access to inter and intra-industry best practices and leverage them for process efficiencies Best In Business HCL's substantial Telecom BPO practice - deploying over 6,500 people across 40 processes and delivering from 14 centres in India and UK providing significant support to some of the world’s largest telecom companies and has the capacity and capability to run any process that could be outsourced by telecom service providers. The various services includes: · Tech Support Services forms the major core service provided to HCL BPO's Telecom clientele. HCL BPO also manages one of the largest outsourced engagements in the Telecom Tech Support space. With extensive knowledge and hands-on experience in this industry, HCL BPO offers technology and business process leadership to provide tangible benefits enabling business transformation. Flexible and scalable delivery platform to partner with Clients in their growth
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Telco Tech Suppport – A Class Apart
Tech Support ServiceCustomer LifecycleManagement
Data Analytics
Service Provisioning
Order Management
Billing Support Services
22%
5%
10%5%
2%
56%
HCL’s Business Process Services in the telecom domain
he ever-increasing competition and business demands has brought about a need to deliver a better
customer experience – the one thing that would differentiate an organisation from its competitors. To Tremain competitive, companies need to establish the latest and best practices such as knowledgebase
and self-help tools to reduce cost of operations while driving for new revenues. The combination of voice and
web-based support (chat, email and self-service / knowledgebase) with intelligent technology and industry
best practices increases demand generation and boosts retail sales to deliver a differentiated experience
through:
�Focused services on delivering business metrics as opposed to focus on process metrics
�
�Services impacting costs and revenues
�Processes to measure and enhance end-customer satisfaction
�Access to inter and intra-industry best practices and leverage them for process efficiencies
Best In Business
HCL's substantial Telecom BPO practice - deploying over 6,500 people across 40 processes and delivering
from 14 centres in India and UK providing significant support to some of the world’s largest telecom
companies and has the capacity and capability to run any process that could be outsourced by telecom service
providers. The various services includes:
·
Tech Support Services forms the major core service provided to HCL BPO's Telecom clientele. HCL BPO also
manages one of the largest outsourced engagements in the Telecom Tech Support space. With extensive
knowledge and hands-on experience in this industry, HCL BPO offers technology and business process
leadership to provide tangible benefits enabling business transformation.
Flexible and scalable delivery platform to partner with Clients in their growth
�Functional Usage Support
�Service Provisioning/ Trouble shooting - Installation/ Configuration
Level 1
Level 2
�
�Line fault repair (Coordination with field service team)
�Remote Diagnostics
Line fault troubleshooting
HCL BPO Support Services
Knowledge Base Creation, Maintenance and Update
�Enhanced Customer
Experience through
consistent and improved
performance on metrics
�360 degree view of
customer
�Reduced cost per customer
interaction
Customer Benefits
Client Benefits
�Increased Productivity
�Integrated Case
Management across all
channels
�Creation of knowledge base
�Creation and constant
updation of Self -help Tools
Operational Benefits
T E C H N I CA L S U P P O RT S E R V I C E S
HCL Offerings
Benefits and Value adds
Telecos can leverage HCL's tools and quality processes to ensure Multi-Channel Contact Solution by Voice/
Northern Ireland- 2 centres
Armgarh and Belfast
India - Noida - 5 Chennai - 5Bangalore - 1
11 centres
Why HCL
�Provides tools for enabling productivity like diagnostic/ troubleshooting tools, knowledge base, remote
diagnostics, performance management, workforce management, CRM and case tracker
�Global Delivery Network with centres working 24x7 across India, Northern Ireland and London with
multi-lingual support for English, European and APAC languages
�Integrated offerings from a triad of software services, business process and infrastructure management
London - 4 centresRomford, Preston,
Croydon and Welwyn Garden City
Contact us: [email protected]
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 90,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world. How can I help you?
www.hcltech.com www.hclbpo.com
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