Telecommunications Contact Center Services
The CMI Group is the leader in telecommunications contact center services. As a 35-year industry veteran, CMI’s deep experience in contact center operations has provided not only valuable workforce support but also valuable insight into the design, implementation, and ongoing operations of outsourced customer care programs. We win customer loyalty with right-sized solutions delivering superior call quality while achieving substantial gains to your bottom line.
Our motto, “Relationships Matter,” is embodied in CMI’s dedication to building strong and collaborative partnerships with each of our clients. The CMI Group currently partners with numerous telecom clients, including some of the largest in the country. We can support the full range of providers, including:
- Satellite TV/Internet
A Customer-Centric Approach
The modern consumer expects telecommunications providers to deliver instant communication and the same experience excellence they have grown accustomed to with top-tier service providers. By framing the customer experience as the center focus, The CMI Group builds brand equity and increases net promoter scores. Each of your customers will be connected to a live customer service agent, not an automated answering machine. Delivering white-glove service, our specialists support a variety of calls, including:
- New Subscriptions
- Service Upgrades
- Transfer of Service
- Payment Center / General Billing Inquiries
- Credit / Deferred Payment Arrangements
- Stop Services
- Technical Support
- Technician Dispatch
The CMI Group has made a significant investment in our omnichannel communication suite. Our technology allows inbound/outbound communication via voice, email, SMS texting, and webchat. Our omnichannel suite positions us to meet the ever-changing channel preference desired by the customers we serve. We have also invested in specialized teams that manage these alternative channels and deliver expertise on maximizing productivity within the various products.
24/7 Live Customer Support
24/7 support is a critical ingredient in keeping customers happy and reducing subscriber churn. Managing 24/7/365 service hours on your own can be a considerable undertaking. With The CMI Group as your outsourcing partner, you give your customers the unmatched convenience and reliability of around-the-clock support.
Telecom providers across the United States are servicing a rising tally of subscribers that speak Spanish and limited English. Bilingual service allows subscribers to feel at ease while speaking to an agent in their native language about their needs or issues. The CMI Group can provide bilingual service representatives who speak fluently in Native English and Latin-American Spanish. CMI is headquartered in Texas, one of the largest bilingual communities in the country. With access to a large pool of agents fluent in both English and Spanish, we can meet any demand for bilingual service.
With a global footprint, The CMI Group delivers extraordinary customer service from domestic US, nearshore, and offshore contact centers at a range of price points. We work closely with our clients to determine the best fit option for each of their outsourcing initiatives. Leveraging cutting-edge technology and industry best practices, you can expect the same level of service excellence from each of our locations worldwide.
CMI delivers contact center solutions that drive operational efficiency and increased revenue for our telecommunication partners. Friendly customer service is the foundation of our programs, and we balance the importance of account resolution with a positive experience. Leaning on decades of experience, CMI manages strategic outreach campaigns focused on subscriber retention and preventing payment delinquency.
Quality is the key measure of any contact center program. Our Quality Assurance team continuously reviews agent performance and knowledge during their interactions. The performance of our service representatives is evaluated to the same high-level standards that you hold for your in-house team. CMI ensures world-class quality by:
- Conducting regular calibration calls with your team
- Following all policies and procedures closely
- Meeting and surpassing service performance expectations
CMI’s quality assurance team audits and scores calls to find specific coaching opportunities for individual agents. Calls are reviewed with agents to ensure proficiency, tone, verbal queues, and empathy are maximized.
We leverage an advanced speech analytics tool to perform scorecard-based call reviews as part of the quality assurance program. The tool uses Artificial Intelligence and Machine Learning to analyze every customer interaction and automatically uncover actionable intelligence without requesting surveys from customers. The quality assurance team uses the platform to find specific coaching opportunities for individual agents.
The CMI Group takes a data-driven approach to optimize our customer service programs. All of our call activity is logged into a secure web-based reporting tool where we analyze call metrics, disposition patterns, scorecards, and customer feedback into a holistic view to drive improvement and innovation. In addition, a treasure-trove of deep data insights is available to you through our intuitive dashboards and customized reports.
CMI’s ability to meet and exceed KPIs and SLAs directly results from our comprehensive analysis of interaction arrival data. We evaluate historical volume, handle times, arrival patterns, and utilization data to build staff forecast models. In addition, our highly skilled workforce management team monitors queues and key metrics in real-time to respond to volume swings and staffing needs.
If you desire, we can perform Net Promoter Score (NPS) based surveys to uncover additional insights. The surveys can be delivered through our SMS texting platform to receive feedback conveniently from customers.
If you are interested in learning more about telecommunications contact center services click below to connect with us: