The Telecom & Media industries have become very competitive with greater penetration of new services, availability of inexpensive and feature-rich devices, consumer education, digital platforms and value-added services. Today’s consumers and enterprises are increasingly selecting their operator based on the quality of their customer experience, which has become a new point of differentiation for success.
This requires the delivery of an integrated, uniform, unique customer experience across all customer touch points. First contact resolution and self-service remain important but not enough. Operators need to get business insights from the customer interactions and identify particular patterns of customer behavior in order to customizing products and service offering as per changing customer needs.
This is where Raya Contact Center differentiates itself from most other Contact Center and Back Office service providers in the region. Raya's philosophy is to go beyond customer satisfaction and facilitate deeper customer – brand relationships by managing a series of interactions over multiple channels in a way that is unique to strengthen the brand image of our telecom clients.
At Raya we support all forms of direct and indirect interactions for telecom sector, external and internal to the business, involving all communication channels. We offer end to end capability covering various sub-processes of the telecom customer interaction value chain.
Some of the services we are able to provide within the Media and Communications Industry are:
- Services, products, billing and promotion inquires
- Subscription Service Requests (Upgrade, downgrade, renewal, deactivation, .etc.)
- Dispute handling
- Follow up requests
- Inbound sales
- Complaints Handling
- Service requests
- Technical Support including remote troubleshooting
- Small & Medium Business Support
- Capacity Enhancements (Cross and Up selling of Value Added Services)