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| The impact of technology change, globalization, de-regulation, competition, mergers and acquisitions and demand for new services is seen to be the highest in the telecommunication industry. Today, profitability and enhancement of shareholder value are the driving forces behind telecommunication companies' success. Service provider CXOs are looking at strategies to achieve 'Revenue Maximization and Cost Optimization'. These strategies are being focused on three key dimensions: customer satisfaction, OPEX reduction and faster rollout of new services.
Adore believes that BPO is a viable strategic option to achieve CXO objectives. However, the success of BPO engagements is highly dependent on domain knowledge of telecom business processes and of underlying technologies.
For telecom companies, we provide an end-to-end solution catering to the entire supply chain that includes
- Service Providers (Internet Service Providers, fixed line, wireless, data services, cable & satellite services provider, integrated communications providers)
- Telecom Original Equipment Manufacturers (OEMs)
- Technology vendors including hardware, software
- Value-added services providers
For telecom industry, our service offerings can be broadly classified into
- VOIP Billing
- Technical support and Customer care
- Other back-office operations
Telecom service provider solutions
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Customer Care process |
| Order handling |
Problem handling |
QoS Management |
- Accepting orders over phone, fax, web Credit check
- Initiate service installation, fulfillment & billing
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- L1,2,3 Helpdesk
- Installation & Activation
- Remote trouble shooting
- Installation of CPE
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- Collect, collate, prepare & analyze performance data vis a vis SLAs
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Management SLA performance
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Billing process |
| Order handling |
Problem handling |
QoS Management |
- Accepting orders over phone, fax, web Credit check
- Initiate service installation, fulfillment & billing
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- L1,2,3 Helpdesk
- Installation & Activation
- Remote trouble shooting
- Installation of CPE
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- Collect, collate, prepare & analyze performance data vis a vis SLAs
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Management SLA performance
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OSS & Network processes
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| Order handling |
Problem handling |
QoS Management |
- Accepting orders over phone, fax, web Credit check
- Initiate service installation, fulfillment & billing
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- L1,2,3 Helpdesk
- Installation & Activation
- Remote trouble shooting
- Installation of CPE
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- Collect, collate, prepare & analyze performance data vis a vis SLAs
-
Management SLA performance
|
Enterprise Level processes
- Procurement services
- Finance & Administration
- HR administration
- Enterprise Service Desk
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