Industry Solutions

Sparsh manages the entire customer life cycle for leading telecom service providers, which includes back office processing and voice based processes. Sparsh provides end-to end services for telecom players. These include-

Customer Acquisition

Tele-marketing
Online and direct marketing
Promotion, up sell and cross sell

Promotion and up sell of new features and services available
Selling products such as mobile phones
Selling special schemes to existing customers

New account set up

Processing booking confirmations receipts after freezing sale with customer
Registration of the customer as per the details
Outbound welcome calls to customers post activation of services

Customer Maintenance

Outbound Reference Request
Mail Management
Information dissemination

Account related information
Payment and billing disputes and inquiry
Account features explanation
Rate plan information
Advice customers on products and services availability
Product suit
Account features and services on the phone

Order Taking

Receiving and processing orders for various products and services across fixed line, wireless (post paid), Internet connectivity
Processing Booking Receipt Confirmation (BRC) to prevent fraud on orders
Accepting and processing orders for pre-paid SIM cards and phones

Account Maintenance

Regular updating of account information and status
Account usage and upgradation
Tariff plan change and management
Amendments in account information and profile
Outbound activity for existing customer base like Hello Tunes, STD Pack etc.
Change in account profile and tariff

Queries, including Website Query Management

Handling queries on account status and features
Rate plan information and changes
Resolving queries and disputes for various customer segments ranging from wireless (post and pre paid), fixed line phone and Internet connectivity

Technical Support

Equipment related issues
Equipment upgrades and exchanges equipment features
Coverage concerns
Account/ network/ equipment related features and issues

Fulfilment Services

Billing

Billing discrepancies
Payment reminders
Payment and billing disputes and inquiry
Soft collection calls to customers for mobile bills delivered but not paid by subscribers
Accepting payments
Process bills – credit cards, debit cards and cheques

Returns Handling

Handle returned products if it doesn’t match the delivery requirements and replace it with the desired product
Charge backs if applicable

Complaints

Manage complaints and grievances of irate customers and offer suitable solutions to pacify them

Cancellation

Deal with product cancellations and related transactions to the customer account
Cancellation and account closure
Cancellation confirmation details passed on to the client

Issue resolution

Handling payment and billing disputes
A special desk to monitor and handle all escalations and issues by end customers
Developed in-house digitisations tools, minimizing the volumes of issues significantly
Web enabled escalation matrix for escalating unsolved customer complaints

Customer Retention

Value added services

Friends and family packages, night packs to tenured customers
Welcome calls post activation
Booking Receipt confirmation (BRC) to prevent fraud on orders
Additional complimentary features for existing customer base like Hello Tunes, STD Pack etc.
Return calls to unreachable customers

Outbound customer surveys

Periodic customer feedback obtained to track the performances and failures and work on the shortcomings, if any
Random customer surveys to evaluate the popularity of the telecom company and its service providers across locations

Grievance management

Manage grievances of customers by offering prompt customised solution to rectify the errors
Tracking of complaints online and prompt resolution by a Special Situation Handle Team (SSHT)

Customer centricity

Save repeat calls by tracking them on real time basis and resolving the issues promptly

Post feedback actions

Track inbound feedback given by the customer and work on it to minimise the reoccurrence of the same