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The convergence of voice, data, cable, IP and wireless requires communication providers to meet aggressive consumer demands and leverage technology for continuous innovation. Unique price and regulatory pressures are also making it more difficult for providers to grow market share and manage profit. Telecommunications and cable companies must focus on keeping customers, driving additional revenue from existing customers and delivering services flawlessly.

Sutherland understands the Telecommunications Industry; pressures, demands, regulations and innovations. We have sharpened our expertise over more than a 25 year period serving the largest providers in the Telecommunications Industry.

Sutherland's services for the Telecommunication industry include:

Customer Experience

Multi Channel Customer Experience Management Services

  • Service Inquiries
  • Billing Support
  • Sales Support
    • Customer Acquisition - Inbound, Outbound
    • Upsell, Cross-Sell
    • Loyalty Management, Loyalty Surveys
  • Account Management
  • Complaint Management

Finance & Accounting

Integrated BPO-Enabling Back Office Services

  • Procure to Pay: Accounts Payable, P-Card, T&E Management, Reconciliations
  • Order to Cash: Credit Management, Order & Billing Management, Cash Applications, Collections, reconciliations, Disputes & Deductions
  • Record to Report: GL Accounting, Month/Quarter Close, Financial Reconciliations Fixed Asset/ Intercompany Tax Planning Accounting /Reporting & Analysis

Technical Support

Multi-Channel Technical Support Services

  • L1 to L3 troubleshooting/Resolution
  • Home Network Resolution Services
  • Multi-channel support (phone, email, chat, portal/web, remote assist)
  • Service span: Routers, Cable Modems PC’s, Tablets, Devices

Analytics

Predictive and Business Optimization Analytics

  • Business intelligence
  • Data aggregation and mining
  • Fraud detection and prevention
  • Customer behavior analysis

Logistics

Services For Maximizing Customer Lifetime Value

  • Service Scheduling
  • Truck Roll

Pay-4-Support

Revenue-generating Out of Scope Support [See SmartLeap™ – The Game Changer]

  • Additional line of revenue through offering of Out Of Scope (OOS) support services for integrated digital devices
  • Enhances customer connect and repeat purchase potential

IT Help Desk

IT Help Desk, Network Support

  • Network Provisioning
    • DSL, Cable, POTS
  • Internal Help Desk
    • Desktops/Laptops/Servers/Printer/Peripherals/ Smartphones/PDA’s/PAD’s
    • OS/Applications/E-mail troubleshooting
    • Internet/Remote User access set-up etc.
    • Trouble Ticket monitoring & management

The Sutherland Advantage

  • Reduce costs by as much as 40% through an integrated BPO solution with a global delivery model
  • Predict customer behavior to improve experience and increase customer retention by as much as 20%
  • Implement state-of-the-industry technology-enabled premium technical support designed to reduce cost-to-buy & cost-to-serve while resulting in greater than 85% CSAT scores and greater than 90% resolution rates
  • Create award-winning Telecommunications account management capabilities
  • Consolidate back-office functions to create greater than 30% savings with fewer resources and greater effectiveness