White Labelled Customer Care

Customer Service is King

We all know ‘The Customer is King’ however at Telcoinabox we like to think of it more as ‘Customer Service is King’.

You can have the best products in the world with the best marketing spin over the top of them but without great customer service to back it up your business is destined to fail.

We have always believed that in the telco industry providing high quality customer service is the way to ensure sustained growth. We know that our ability to provide such high quality experience for end users has been key to many of our Service Providers’ success.

The Power

Via our Octane platform and seamless integration with all our carriers we can provide end customers with a superior experience. With information comes power, the power to provide answers and that is what our customer service team do. By having full integration with carriers, we can check orders, log faults and do a myriad of other problem solving without the need for further human intervention (read delays). That’s not to say we don’t like the human touch, in fact we pride ourselves on your customers talking to real humans, any time they please. We just make sure we have the right tools sitting behind us to make their interactions with us more efficient wherever possible.

 

Full, partial or bespoke service

Choose from different service modules to suit your business’ specific requirements. Service Providers can choose do to any of the modules below themselves or outsource to Telcoinabox at any time.

 

Customer Care

  • Phone based service
  • Simple moves, adds and changes on accounts;
  • Billing and plan enquiries;
  • Customer updates
  • Self Serve Customer Care Portal Available
  • Complaint resolution (excluding TIO)
  • Operates 8am-10pm Mon-Fri and 9am-5pm Sat-Sun & Public Holidays

 

Service Delivery & Assurance

  • Phone based service
  • 1st & 2nd level fault diagnostics and resolution
  • Carrier Liaison
  • Customer updates
  • Complex Order Management
  • Operates 8am-8pm Mon-Fri and 9am-5pm Sat-Sun & Public Holidays

 

 Reporting

Access to over 50 reports via Octane to check on activity and customer interactions.

 

  • Customer contact report
    • Shows notes on interactions between our customer care team and your customers
  • Revenue & margin trends
    • Details revenue and margins for your business month by month
  • Revenue & margins by product or by customer
    • Details revenue & margins of each specific product and/or each customer
  • Aged Receivables
    • Comprehensive report detailing each customer’s balance and any outstanding amounts at 30, 60 and 90+ days
  • Existing customer listing
    • Listing of all customers and contact details
  • New customer listing
    • Details customers that have been added recently
  • Churned customer listing
    • Details customers that have “churned” to a different provider
  • Suite of commission reports for dealers/agents
    • Details customers signed up by each agent
    • Details commission payable to agents
    • Listing of agents

Listing of agent commission plans