Telecommunications Backend Support

Telecommunications Backend Support

Partnering with SHIMNS Global allows telecom companies to focus on core business growth while we handle the operational and technical aspects of customer management and support.

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Operational Excellence & Quality Standards
  1. Operational Excellence & Quality Standards
    • First Call Resolution (FCR): We prioritize resolving issues on the first interaction, enhancing customer satisfaction and loyalty.
    • Optimal Average Handle Time (AHT) and After-Call Work (ACW): SHIMNS Global balances AHT and ACW to maintain efficiency without sacrificing quality.
    • CSAT-Driven Quality Monitoring: Our teams undergo rigorous quality checks to uphold CSAT standards, focusing on delivering exceptional customer experiences.
    • Internal Workforce Management: A robust workforce planning strategy ensures uninterrupted 24/7 support with no lapses in coverage.

2. Scalability and Cost Efficiency

    • SHIMNS Global offers scalable solutions that reduce operational costs, allowing telecom providers to adapt flexibly to changes in demand.
    • Cost-effective support lets telecom companies reallocate resources to core growth areas.

3. Industry Expertise and Skilled Personnel

    • SHIMNS Global employs experienced professionals skilled in telecom operations who deliver consistently high-quality support and technical assistance.
    • Extensive training in voice, accent, and technical troubleshooting ensures alignment with telecom standards.

4. Cutting-Edge Quality Assurance

    • Regular coaching, performance reviews, and AI-driven quality monitoring allow us to catch issues before they affect customers.
    • SHIMNS Global’s high standards keep KPIs like FCR and CSAT at top levels, ensuring customer satisfaction and retention.

5. Data-Driven Insights and Strategic Decision-Making

    • Our analytics team provides insights into customer behaviors, service improvements, and trend analysis, empowering telecom providers to make informed decisions.
    • Continuous reporting allows clients to optimize their services, stay competitive, and align with market demands.

6. Proactive Revenue Retention

    • From targeted upselling to efficient account retention, we help telecom providers maintain their customer base and increase revenue.
    • Our focus on proactive customer engagement and satisfaction results in higher retention rates and greater lifetime value.

Voice and Accent Training for Support Staff

Specialized training to ensure agents deliver clear and effective support. Regular assessments and coaching using industry-standard tools to maintain high customer satisfaction ratings.

Account Retention and Upselling

Tailored retention strategies to address churn, resolve grievances, and retain high-value accounts. Strategic cross-selling and upselling of telecom services and value-added products.

Data Analysis and Reporting

Analytical services to identify trends in customer inquiries, technical issues, and churn factors. Real-time reporting and forecasting for proactive service improvements and strategic decision-making.

Customer Support and Help Desk Services

24/7 customer support via voice, chat, and email for account management, billing inquiries, and technical issues. Expert troubleshooting for network connectivity issues, mobile device support, and software updates.

Technical Support and Network Troubleshooting

In-depth technical assistance for connectivity issues, signal strength optimization, and configuration of routers/modems. Expertise in managing complex network troubleshooting to ensure minimal downtime and customer satisfaction.

Service Activation and Deactivation

End-to-end management of activating, suspending, or deactivating telecom services for customers based on requests. Efficient processing to minimize delays and provide customers with fast, reliable service adjustments.

Billing and Collections Management

Proactive billing inquiries, invoice clarifications, and collections services. Regular payment reminders and secure payment options, including over-the-phone payment collections.

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