http://www.hcltech.com/business-services/overview~ More on Business Service Intensive business demands and highly competitive business environments has made Telcos recognize the need for delivering superior customer experience as a differentiator. To remain competitive, Telcos are exploring opportunities to establish the latest and best practices such as knowledgebase and self-help tools to reduce cost of operations while driving for new revenues. Telcos are also considering tools for enabling productivity like diagnostic/ troubleshooting tools, knowledge base, remote diagnostics, performance management, workforce management, CRM and case tracker in order to improve end user experience and enhance process efficiencies. Download our Technical Support Services brochure to understand how HCL’s Telco Tech Support solution enables Telcos to have a 360-degree view of their consumers and reduces cost per customer interaction.

1. Telco Tech Suppport – A Class Apart
T
he ever-increasing competition and business demands has brought about a need to deliver a better
customer experience – the one thing that would differentiate an organisation from its competitors. To
remain competitive, companies need to establish the latest and best practices such as knowledgebase
and self-help tools to reduce cost of operations while driving for new revenues. The combination of voice and
web-based support (chat, email and self-service / knowledgebase) with intelligent technology and industry
best practices increases demand generation and boosts retail sales to deliver a differentiated experience
through:
Focused services on delivering business metrics as opposed to focus on process metrics
Ÿ
Flexible and scalable delivery platform to partner with Clients in their growth
Ÿ
Services impacting costs and revenues
Ÿ
TECHNICAL SUPPORT SERVICES
Processes to measure and enhance end-customer satisfaction
Ÿ
Access to inter and intra-industry best practices and leverage them for process efficiencies
Ÿ
Best In Business
HCL's substantial Telecom BPO practice - deploying over 6,500 people across 40 processes and delivering
from 14 centres in India and UK providing significant support to some of the world’s largest telecom
companies and has the capacity and capability to run any process that could be outsourced by telecom service
providers. The various services includes:
HCL Business Process Services in the telecom domain
’s
56%
Tech Support Service 22%
Customer Lifecycle
Management
5%
2% Order
· Data Analytics Management
10%
5% Billing Support
Service
Services
Provisioning
Tech Support Services forms the major core service provided to HCL BPO's Telecom clientele. HCL BPO also
manages one of the largest outsourced engagements in the Telecom Tech Support space. With extensive
knowledge and hands-on experience in this industry, HCL BPO offers technology and business process
leadership to provide tangible benefits enabling business transformation.

2. TECHNICAL SUPPORT SERVICES
HCL Offerings
Level 1 Level 2
ŸFunctional Usage Support Ÿ fault troubleshooting
Line
ŸService Provisioning/ Trouble HCL BPO Ÿ fault repair (Coordination
Line
Support
shooting - Installation/ Services with field service team)
Configuration
ŸRemote Diagnostics
Knowledge Base Creation, Maintenance and Update
Benefits and Value adds
Telecos can leverage HCL's tools and quality processes to ensure Multi-Channel Contact Solution by Voice/
Operational Customer Client
Benefits Benefits Benefits
Increased Productivity
Ÿ Enhanced Customer
Ÿ Ÿ degree view of
360
Integrated Case
Ÿ
Experience through customer
Management across all consistent and improved Reduced cost per customer
Ÿ
channels performance on metrics interaction
Creation of knowledge base
Ÿ
Creation and constant
Ÿ
updation of Self -help Tools
Why HCL
Northern Ireland
- 2 centres ŸProvides tools for enabling productivity like diagnostic/ troubleshooting tools, knowledge base, remote
Armgarh and Belfast
diagnostics, performance management, workforce management, CRM and case tracker
ŸGlobal Delivery Network with centres working 24x7 across India, Northern Ireland and London with
London - 4 centres
Romford, Preston, multi-lingual support for English, European and APAC languages
Croydon and
Welwyn Garden City
India - 11 centres ŸIntegrated offerings from a triad of software services, business process and infrastructure management
Noida - 5
Chennai - 5
Bangalore - 1
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital
engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now,
90,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com www.hclbpo.com
Contact us: marketing.bpo@hcl.in