Optimizing Customer Support & Sales in Telecom: BSV Becomes Top-Rated Vendor
SUMMARY
Type of Industry
- Telecommunications
Content
- Customer Care (Phone, Chat)
- Application Review
- Telephone Sales: Call
Background
The partner has a large customer base requiring support with product returns and exchanges (both incoming and outgoing). They require a high-quality workforce with fluent English communication skills. The project is secured with two-layer protection (100% access through the Pro C gateway when entering the call center). Data is stored for 12 months.
ACTION
Operating
Index
SLA (Performance as agreed)
Sales revenue
Human resources
- Team size: 70 staff members
- Agent requirement: Fluent English communication
- Working hours: U.S. time zone
Scope of work
Customer Care:
Support for product returns and policy approvals
Channels:
Review: Application review team on the Government portal
Chat: Responding to customers via chat application
Call: Handling incoming calls and making outgoing calls (Happy Call)
Sales:
Call: Making outbound sales calls and generating revenue
RESULTS
BSV was rated by the partner as the best customer service provider from 2022 to 2024.
BSV was selected to create standard templates for reporting, operations, and sales for other outsourced units of the partner.
Top sales performer: average monthly revenue of $50,000 (with products priced between $30 and $45 each)
