Are You Ready for the 24 Hour Customer?

Kitty Colgin

Kelly Kuyper, Director - Customer Support



For the telecom industry, there are many reasons to outsource business functions and activities that require a more specialized expertise, in order to increase operational efficiency and reduce costs. Customer-facing processes such as inbound Customer Service and Technical Support that are critical to branding and customer experience, are labor-intensive activities.

One of the primary reasons many organizations utilize outsourcing is to reduce costs as quickly as possible. A service provider, such as a technical support call center, can be a major partner and technical expert in developing and increasing a competitive advantage in the marketplace by improving the customer experience and technology management.

If you missed the original broadcast of Are You Prepared for the 24 Hour Customer? you can still view it on the  NTCA Webcast Archives. This webcast demonstrates the value of a business process outsource partner, and will help you understand how to effectively staff, determine call trends and implement a quality of service program.

Benefits of a Technical Support Call Center:

  • Technical Support: Answering Incoming Trouble Calls
  • Incident Reporting, Management & Resolution
  • Verification of Resolution
  • Vendor Escalation
  • Management of Network Outages

Call center integrations require a large depth of knowledge from experts and can be complex by nature. The technical support call center is unique as it integrates various technologies that are blended with your main business systems, that lead to interactions with your most important asset: your customers. At the end of the day It comes down to having the right mix of human capital and talent, and sticking to processes that continuously produce operational efficiency and success.

To learn more about our Technical Call Center Support contact Kelly Kuyper at or 605.292.2430

Written by Kelly Kuyper at 00:00

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