That it is less costly to maintain 10 existing customers than it is to acquire 1 new customer is well documented.  In these times of shrinking margins, service bundling, technology explosion, and heightened competition, it is more imperative than ever before that telecommunications companies establish customer care processes that far exceed customers’ expectations.  The support systems and business processes must be flexible in their design to allow the company to react quickly to changes in their market and to changes in technology.

When your company calls upon our pool of Customer Care experts, they will receive the best that the industry has to offer.  With nearly 40 consultants on board with experience in designing and implementing Customer Care solutions, 4-tel.com is armed to tackle any challenge that comes our way.  On one recent project, one of our consultants re-engineered the customer maintenance service delivery chain of a large IXC and LEC in Canada. This particularly challenging assignment required the complete re-engineering of a 25 year old legacy system and associated business processes into a modern solution which optimized the leading vendor supplied technologies for an operational environment that had, up until then, only been conceptualized at a strategy level.

Another consultant built, from scratch, the customer service and billing departments for a start-up cellular provider in the state of Montana.  He managed to do so in a very compressed timeframe, after which he assumed the day-to-day management responsibilities of these departments along with the collections and service roaming groups.

As the Senior Consultant on a project for a cable company, one of our people played an integral role in designing and documenting the business processes for the customer care and billing functions as her client prepared to enter the telephony market.  She provided the process and documentation of workflows for all departments involved in the service order and billing functions, while playing the lead for the preparations needed to reorganize the Call Center (including system access and employee training) to handle the telephone customer inquiries.

Our consultants have built and managed customer care processes for LECs, CLECs, IXCs, Cable Companies, CAPs, and Wireless providers, not only in the U.S. and Canada, but also in Latin America, Europe, and many other parts of the world. Their combined knowledge, experience, and expertise are unequalled in the consulting community, which makes 4-tel.com your sole source for telecommunications talent.