Telecom & Wireless Support Outsourcing Services
SupportZebra helps telecom and wireless providers scale their customer support, tech assistance, and billing operations without sacrificing quality. From general inquiries to advanced device troubleshooting, we deliver fast, knowledgeable, and compliant support tailored to your systems and SLAs.
Telecom Support KPIs
Average First Response Time: Chat – 10 seconds | Email – under 10 minutes
Average CSAT: 92.4% across general care, billing, and tech queues
Resolution Rate (Tier 1): 91.6%
Billing Inquiry Accuracy: 98.1%
Attendance Adherence: 98.7%
Average Handling Time (AHT): 4m 45s (Chat), 6m 10s (Call)
Telecom Support Capabilities
In the fast-paced world of telecommunications, customer expectations are sky-high — they demand instant support, seamless troubleshooting, and uninterrupted service. SupportZebra’s telecom support teams are trained to deliver just that. From Tier 1 troubleshooting to SIM provisioning, device registration, and account updates, we cover the entire lifecycle of telecom customer care.
Tier 1 & Tier 2 Technical Support
- Troubleshooting mobile and broadband connectivity issues, VoIP setup, and SIM activation
- Device registration, diagnostics, and warranty-related resolutions
- Escalation handling for network outages, performance degradation, or complex issues
Account Management & Billing Support
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- New account setup, plan modifications, and service add-ons
- Bill clarification, payment processing, failed charge resolutions, and refund requests
- Usage tracking and overage notifications
Customer Retention & Loyalty Management
- Win-back campaigns for recently canceled subscribers
- Proactive outreach for expiring plans, expiring devices, or churn-risk accounts
- Discount application, loyalty program enrollment, and upgrade offers
Order Processing & Fulfillment
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- Device shipping updates, SIM reorders, and number porting assistance
- Subscription renewals and plan migration
- Coordination with 3PLs and fulfillment platforms
Live Chat, Email, and Omnichannel Support
- Round-the-clock support through web chat, SMS, email, and social messaging
- Quick response SLAs with full conversational audit trails
- Multilingual capabilities for global customer bases
Knowledge Base Management & Self-Service Optimization
- Help center updates, FAQ generation, and internal KB upkeep
- Identification of repetitive issues to feed self-service workflows and chatbots
Subscriber Lifecycle Support
- Onboarding walkthroughs for new users
- Plan selection guidance and usage recommendations
- Exit surveys and post-cancellation reactivation offers
Quality Assurance & SLA Monitoring
- Continuous QA scoring across interaction types
- SLA tracking for response time, resolution time, CSAT, and FCR
- Weekly trend reports and ticket analysis for CX improvement
Whether you’re a regional wireless provider or a global VoIP platform, our support agents are equipped to manage the complexities of telecom workflows — ensuring reduced churn, improved satisfaction scores, and scalable backend efficiency that grows with your network.
Why Telecom Brands Choose SupportZebra's Outsourcing Services
Telecom brands need a partner who can handle volume spikes, technical queries, and regulatory compliance — all without missing a beat. SupportZebra brings 24/7 multilingual coverage, certified data security, and tenured technical support specialists who are fluent in network infrastructure, customer lifecycle, and device support.
Omnichannel Tech Support Coverage
We support phone, chat, email, and SMS — giving your customers help wherever they need it, including after hours and weekends.
Expertise in Tiered Support
From device basics to LTE config and VoIP troubleshooting, our tech-savvy agents understand both end-user needs and telco systems.
SOC 2 Type 2 + PCI-DSS Level 1 Certified
Security is non-negotiable. SupportZebra’s environments are fully certified for secure transactions, call recordings, and identity data handling.
Low Turnover = Fewer Retrains
Telecom support requires consistency. Our low attrition rates and culture-first ops mean fewer retraining cycles and higher knowledge retention.
Flexible Contracts & Surge Support
Ramp during iPhone launches or peak support months — without long-term contracts or delays. Pilots start at 30 or 90 days.
Our teams don’t just answer tickets — we deliver meaningful resolutions that reduce repeat contacts and strengthen subscriber loyalty. From prepaid plan support to broadband troubleshooting, telecom brands trust SupportZebra to represent their service with confidence and care.
Tools We Support in the Telecom Space
The telecom landscape is driven by robust platforms — CRMs, provisioning systems, diagnostic tools, and VoIP infrastructure. SupportZebra ensures that your support team integrates seamlessly into your tech stack from day one.
Device testing portals, VoIP dashboards, and provisioning CRMs (client-specific)
Whether you’re using Zendesk, Freshdesk, or proprietary OSS/BSS platforms, we tailor our onboarding to your specific tools. Our enablement team reaches production proficiency within 2–4 weeks and adapts quickly as your infrastructure evolves.
How to Pick the Right Telecom Support Partner in the Philippines
Choosing the right outsourcing partner for telecom support isn’t just about cost savings — it’s about protecting brand trust, maintaining uptime, and ensuring every subscriber feels heard. With thousands of telecom inquiries coming in daily, your BPO needs to offer stability, speed, and technical fluency. Here’s what to look for:
1. Look for Tier 1–2 Tech Capability
Telecom isn’t just “customer service.” You need partners who can handle device and network support reliably.
2. Evaluate Platform Fluency
Ensure they can adapt to your ticketing, provisioning, and diagnostic tools — not just talk time.
3. Confirm Certifications & Security
Telecom support often involves billing, payment methods, and identity checks. Require PCI-DSS, SOC 2, and encrypted environments.
4. Check for Elastic Workforce
Choose providers who can staff up for launches, outages, or SIM card rollouts — and scale back when needed.
5. Ask for SLA & CSAT Transparency
Real-time dashboards, weekly scorecards, and feedback loops are critical to continuous improvement.
Look for a partner with telecom-specific experience, SOC 2 Type 2 compliance, surge staffing models, and a proven track record in resolving Tier 1 and Tier 2 technical support queries. SupportZebra checks every box — and adds the cultural alignment and empathy that turns service into brand loyalty.
Frequently Asked Questions – Telecom Outsourced Support
1. Can SupportZebra handle both billing and tech support?
Yes. Our teams are cross-trained in general care, billing inquiries, and Tier 1–2 tech troubleshooting.
2. Do you provide 24/7 telecom support?
Absolutely. We staff by U.S. time zone, weekend shifts, or full 24/7 coverage depending on your SLA.
3. How quickly can you launch a telecom program?
Most launches go live within 30–45 days, including tool access, training, and compliance onboarding.
4. Do you support live chat, SMS, and call support?
Yes — we’re omnichannel by design. We also integrate with VoIP systems and offer escalation coverage.
5. Can you help with device returns and RMA coordination?
Yes. We support RMA workflows, SIM fulfillment status, and back-office order updates.
6. How do you handle compliance with customer identity and billing data?
We’re PCI-DSS Level 1 and SOC 2 certified. Agents operate on secured VDI environments with audit trails and encrypted tools.
7. What if I use proprietary tools or portals?
We’ll build a custom enablement track. Most teams hit proficiency within 2–4 weeks.
8. Do you offer trial or short-term contracts?
Yes — we offer 30- and 90-day pilot programs with clear KPIs and ramp options.
9. What if I only need help during peak months or device launches?
Our elastic staffing model is designed for just that — scale up or down with no long-term commitments.
10. How do you ensure agent quality and consistency?
All support interactions are QA-reviewed weekly, and our training teams refresh workflows monthly. Our low attrition means fewer knowledge gaps.
Testimonials
“SupportZebra was the first partner we worked with that was clearly driven to help us reach our goals and willing to go above and beyond when the situation called for it. ”
SalesNexus
“The team that we have built with SupportZebra is fantastic! They are eager to learn, sharp, and extremely dependable.”
EJ Wholesale
``Support Zebra has been a game changer for our business. After bringing on a SZ team member, we've managed to improve our operational efficiency and further focus our sales efforts.``
