BPO Solutions – Telecommunication
The telecommunications industry demands high-cadence BPO operations with strict metrics. MG Services operates using cloud-based contact center platforms and teams specialized in technical troubleshooting and consultative sales.
We always respond to your customers wherever they may be, through their preferred channel: email, phone, chat, SMS, in-app messaging, or social media. We provide bilingual or multilingual support agents to offer the language you require.
Experience Quality and Compliance with Us
Network Incident Management
Network incident management, coordination with the operator’s engineering team, and proactive communication to affected customers.
WHAT’S INCLUDED:
WEEKLY REPORTING: Number of incidents by severity, MTTR by type, top root causes, SLA metrics, etc.
ALERT MONITORING: Our team receives alerts whenever a service goes down or degrades below a defined threshold. Automatic classification by severity.
TICKET CREATION: For every alert or report confirmed as a network incident, a ticket is opened in the system containing a detailed description.
COORDINATION WITH NOC / ENGINEERING: The analyst relays relevant technical information, follows up every 30 minutes on P1 incidents, and updates the ticket with progress updates.
COMMUNICATION TO AFFECTED CUSTOMERS: Drafting and sending proactive communications to impacted customers. Initial notification of investigation commencement + hourly updates + resolution notice.
ESCALATION MANAGEMENT: If a P1 incident remains unresolved, it is automatically escalated to the network manager and the operator’s technical director, as per established protocols.
POST-INCIDENT REVIEW (PIR): 24 hours after the resolution of any P1 incident, coordination of the post-mortem session and documentation.
Customer Support Tier 1 & 2
Multichannel support (voice, chat, email, WhatsApp) for resolving service, billing, and usage issues. T1 handles common cases; T2 addresses complex technical incidents.
WHAT’S INCLUDED:
ESCALATION TO T3 (Client Team): If the issue involves network infrastructure, an OSS/BSS system bug, or requires core network configuration, it is escalated to the operator’s technical team along with all case documentation.
AUTHENTICATION: Verification of the customer’s identity via PIN, security question, or SMS OTP prior to account access.
T1 — BASIC DIAGNOSIS: Utilizing a decision tree and knowledge base, the agent identifies the problem and applies the standard solution.
T1 — RESOLUTION: Equipment reset via the operator portal, signal push to the modem, plan adjustment, credit issuance (per policy), device activation, or payment method change.
T1 → T2 ESCALATION: If the issue requires access to OSS/BSS systems or hardware/fiber optic diagnostics, the case is escalated with detailed notes.
T2 — TECHNICAL RESOLUTION: Advanced router configuration, fiber or cable signal troubleshooting, interference diagnostics, or dispatching a field technician if the issue lies within the outside plant infrastructure.
CLOSURE AND DOCUMENTATION: Each case is closed with a documented root cause, the applied solution, and categorization for weekly statistical analysis.
Outbound Sales & Retention
Sales and Customer Retention Campaigns for At-Risk Accounts. Combines data analytics with consultative sales techniques to maximize Customer Lifetime Value.
WHAT’S INCLUDED:
WEEKLY REPORTING: Metrics include calls made, contacts reached, proposals presented, sales closed, revenue generated, churn prevented, and customer feedback.
SEGMENTATION: The operator provides MG with a list of customers at risk of churn—accounts with contracts nearing expiration, recent complaints, declining usage, overdue invoices, or identified competitor activity.
RETENTION: Agents proactively contact customers to listen to their reasons for dissatisfaction and present personalized offers: plan upgrades, temporary discounts, new equipment, or additional benefits.
SALES SCRIPTS: Objection handling strategies developed using real-world data. Scripts are customized for each specific customer segment.
OUTBOUND SALES: Calls to qualified leads. Includes plan presentations, contract closing, and installation scheduling.
UPSELLING/CROSS-SELLING: Offering additional services to existing customers—TV packages, home security systems, extra mobile lines, international data plans, or premium routers.
RECORD-KEEPING: Documentation of every customer interaction within the operator’s CRM system. Conversion rates are monitored daily, and sales pitches are adjusted based on performance metrics.
Back-Office & Activations
Contract processing, new service activations, number porting, document management, and master data maintenance.
WHAT’S INCLUDED:
PROCESSING SLAs: Activations <4 business hours; number porting in accordance with regulatory windows.
ACTIVATIONS: Receipt of new service requests. KYC (Know Your Customer): identity verification, credit checks (where applicable), and digital contract signing.
PORTING: Management of number portability. Collection of LOAs (Letters of Authorization). Coordination with the donor carrier. Monitoring of FOCs (Firm Order Confirmations) and porting windows.
CONTRACTS: Contract review for completeness—signatures, data accuracy, and attached identity documents. Uploading to the document management system. Generation of account numbers.
DATA ENTRY & MASTER DATA: Updating of customer data in CRM/BSS systems: changes to address, account ownership, service plans, and payment methods. Data accuracy >99% via double verification.
EQUIPMENT MANAGEMENT: Processing of device orders, coordination with the warehouse, generation of tracking numbers, and resolution of failed deliveries.
DAILY RECONCILIATION: Verification that services activated within the network system align with billing records. Identification and correction of discrepancies.
Collections & AR Telecom
Collections Management and Recovery of Overdue Accounts. A process designed to maximize revenue recovery without damaging customer relationships or violating debt collection regulations (FDCPA).
WHAT’S INCLUDED:
MONTHLY REPORTING: Portfolio breakdown by aging bucket, recovery rate, contact rate, amount recovered vs. target, etc.
SEGMENTATION: Analysis of the operator’s Accounts Receivable (AR) aging data. Classification of debtors. Differentiated strategy by segment.
0–30 DAY CAMPAIGN: Automated dispatch of upcoming due date reminders. Informative, non-coercive tone. Includes a direct payment link / easy payment options.
31–60 DAY CAMPAIGN (ACTIVE CONTACT): Outbound calls. Confirmation of the outstanding balance, identification of the reason for non-payment, and offer of a payment plan (where applicable).
61–90 DAY CAMPAIGN (NEGOTIATION): Conversations focused more heavily on solutions. Offer of a structured payment plan. For legitimate billing disputes, escalation to the operator’s billing team for resolution.
COORDINATED SUSPENSION: Coordination of service suspension in accordance with the operator’s policies and applicable regulations. Prior written notification provided as required by law.
POST-SUSPENSION COLLECTIONS: Follow-up on suspended accounts. Management of payment agreements to facilitate customer retention.
Multichannel CX
Pre- and post-sales customer support across all channels: email, live chat, WhatsApp, social media, phone, and SMS.
WHAT’S INCLUDED:
REPORTING: Weekly reports covering Customer Satisfaction (CSAT), First Response Time, most frequent topics, First Contact Resolution rate, sentiment analysis, and key trends.
OMNICHANNEL SETUP: Integration of all customer support channels into a single interface. Agents can view a complete customer history with just one click.
MACROS AND WORKFLOWS: Creation of predefined responses for the most frequent inquiries: rates, services, offers, and plans.
CUSTOMER SUPPORT: Agents review information within the system, verify account statements and included services, and respond with accurate information while maintaining the client’s brand voice.
ESCALATIONS: High-impact issues are escalated to a supervisor for expedited resolution and the management of potential compensation.
PROACTIVE MANAGEMENT: Proactive contact with the customer—before they report an issue—where applicable. Reduces reactive support tickets by 25% to 30%.
BILINGUAL SUPPORT: Native-level support in English and Spanish at no additional cost. Essential for brands with a Hispanic customer base in the U.S. or those marketing their services in Latin America.
Our People make your Business Grow
Rapid, specialized customer service (technical support, sales) that boosts loyalty and satisfaction.
Comply & Security
Management of confidential data in accordance with strict regulatory standards.
Scalable & Flexible
The ability to rapidly adjust human and technical resources to meet demand.
Cost Reduction
Process optimization that transforms fixed costs and improves productivity.
Tech. Specialist
Access to cutting-edge staff and tools without the need for direct investment.
Ready to talk with us?
We are your strategic partner for scaling your customer care and support teams. Whatever your growth needs may be, our flexible solutions can be tailored to meet them. Let’s talk about how outsourcing can drive your business growth.
