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    • Case Studies /
    • Providing Customer Care for Telecom Industry

    Customer Care for Telecom Industry Success Through People & Technology 800.752.0731

    Let's Get Started

    World-Class Customer Care

    Challenge

    One of the world’s largest telecom companies looked to Group O for solutions to provide world-class customer care to their more than 2.5 million incentive program customers annually. 

    Solution

    Group O implemented an omnichannel customer care solution to meet the needs of our client’s customers through live agents (including bi-lingual agents), email, chat, and text support. An industry best cloud contact center platform distributes all customer interactions while delivering workforce optimization and rich customer analytics that guide efforts to continuously improve. Additional integrations included robotics desktop automation and AI-driven Virtual Agent software to reduce call times resulting in a better customer experience.

    Results

    Group O continues to provide our client with the Customer Care Contact Center services it needs and is proud to report the following performance metrics:

    • 97% satisfaction rate for professionalism and helpfulness
    • Quality score of greater than 96% over the past 3 years
    • 30% reduction in call times and cost savings of up to 25% through the use of automation and virtual agent software

    Call Center for Telecom Industry Case Study Image

    Bottom Line Impact

    Understanding the ever-changing, digital-first environment, Group O continuously develops and invests in premier technology-based solutions for our clients to help react quickly to new opportunities and drive new standards of excellence.  Contact the experts at Group O to see how our world-class customer care solutions can support your business.

    Let's Get Started

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    That Work.

    866.476.8761
    • Facebook social icon
    • Twitter social icon
    • LinkedIn social icon
    • YouTube social icon

    Incentive Marketing Solutions

    • Incentives and Rebates

      • Rebate Management Services
      • Consumer Incentive Program Solutions
      • Channel Incentives
      • Employee Incentives
      • Incentive Platform
      • Digital Payment Solutions
      • Prepaid Reward Cards
      • Rewards
    • Customer Care

      • Call Center Support
      • Digital Customer Support

    Supply Chain Solutions

    • Third-Party Logistics
    • Inventory Management
    • Order Fulfillment
    • Kitting and Assembly Services
    • Spend Analysis
    • Supplier Management
    • Tail Spend Management
    • Volume Filling

    Packaging Solutions

    • Packaging Materials
    • Food Industry Packaging
    • Cannabis Industry Packaging
    • Packaging Equipment
    • Parts and Service
    • Packaging Optimization
    • Stretch Film

    Custom Packaging

    • Child Resistant Packaging
    • Custom Packaging Assessment
    • Packaging Design & Structure
    • Custom Rigid Boxes
    • Custom Flexible Packaging
    • Custom Retail Packaging
    • Custom Folding Cartons
    • Custom Corrugated Boxes
    • Custom Glass Packaging

    Mobile Device Life Cycle Management

    • Mobile Device Kitting & Fulfillment
    • Mobile Device Testing Services
    • Mobile Device Returns & Dispositioning
    • Value Added Reseller Solution

    Retail Fulfillment and Logistics

    • Retail Supply Chain Logistics Services

    About Us

    • Environmental Sustainability
    • Diversity and Sustainability
    • About Us
    • Our Team
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