Custom-Tailored Solutions for Communications Providers

Convergence has dramatically changed the competitive landscape in the telecommunications industry. Cable, satellite, internet service provider (ISP), mobile/wireless, and other non-traditional competitors are all now offering the low-priced bundled services that consumers demand. The result is dynamic competition, significantly reduced profit margins, and eroding customer loyalty.

In this market, services are replacing options as the competitive differentiator. CGS Contact Centers efficiently and effectively deliver the services today’s  communications companies need to increase average revenue per unit (ARPU), increase service conversion and activation rates, reduce technical service costs and lower customer churn.

CGS Contact Center Solutions for Communications Companies include:

•    Customer Acquisition
•    Inside Sales
•    Order Placement
•    Customer Retention, Renewal and Recovery
•    Customer Conversion
•    Customer Care and Optimization
       - Customer Activation/ Onboarding
       - Account Management and Maintenance
       - Customer Relationship Management
       - Customer Technical Support
       - Customer Product Support
       - Upsell, Cross-Sell, and Upgrade
       - Product/Equipment Warranty & Recall Management
       - Loyalty Program Management (Rewards)