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- enhance customer service support,
- reduce costs and risks,
- Increase their profitability.
With over 1,520 employees working for telecom clients, HEROtsc has the capacity and capability to run any process that could be outsourced by telecom service providers. HEROtsc offers sales support, billing support, contact management and front-office support services across a number of telecommunication service providers. This includes traditional wire line services, leading wireless / mobile companies, internet service providers and mobile marketing companies.
HEROtsc also has a track record of enviable customer partnerships; delivering high quality customer service support and ensuring continuous value additions with our partners including Vodafone, ASDA Mobile, Talk Mobile & BT.
1. One of the largest third party telecom contact centre services providers in UK.
2. Access to in-house Telecom Centre of Excellence - including award winning industry best practices.
3. Delivery centres across Scotland & England.
4. Verifiable results, viz:
- 15% increase in CSAT in 10 weeks for a leading UK high street provider
- 20% increase in operational performance for a leading fixed-line telecom services provider
- £3M in savings by reducing call volumes for a leading UK service provider
Our clients: 
Innovative Commercial Model – which is truly compelling with Outcome, based pricing models, delivering true partnership, constructed around fully aligned objectives and delivering year-on-year gains.
Investing in Our Partnership – We believe in Investment Lead partnership relationships with our customer base, created to be in sync with customer’s goals to drive more revenues, increase customer satisfaction or deliver loyalty to its customer base, and also monetizing their assets and delivering them immediate gains, needed in aligning them to their core competencies.
Insight™ - HEROtsc has a an innovative proprietary tool and platform called as Insight which delivers significantly valued Market & Customer Insight and Business Intelligence to our Customer base, leading to creation of innovative operational an customer engagement processes that’s delvers increased value and gains to our customers.
Highest conversion rates – our experienced team of high performers has delivered on average 5% points higher than in-house operations; equating to an estimated £8m net benefit increase per year, based on a project size of 100 FTEs.
Flexibility in Ops – providing better coverage on all lines of business, higher service levels/KPI’s in speed to answer, and capability to absorb increases in call volumes.
Utilizing methodologies and tools developed by HEROtsc we deliver sales improvements, improving your customer experience and deliver a genuine contribution to your bottom line.
Work Streams include:
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lead generation with new customer acquisitions
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marketing campaign support
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new product launches
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loyalty marketing
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up-sell and cross-sell programmes
Designed to deliver a real reduction in operating costs without undermining the customer experience.
Work Streams include:
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order-taking, technical support, and information services
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billing and sales through service & retention
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developing PAYG and monthly contract customer base,
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e-care
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high value premium postpay (monthly) customer care
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customer satisfaction surveys
Designed to deliver improved cash collection, enhancing the customer experience, rehabilitating delinquent customers and making a genuine contribution to your bottom line.
Work Streams include:
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Credit assessments
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Outbound collections, cash and credit
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Credit support
Benefits include
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Optimising cash collection, ensuring the customer pays their outstanding balance.
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Creating customer advocacy, through rehabilitation and retaining the customer, ensuring customers recommend client to their friends and family.
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Ensuring first contact resolution is met by reviewing contracts and payment options, with a positive outcome for customers ensuring they have the best plan, bill cycle and payment options to suit their circumstances.
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Ensuring accurate credit scoring and risk assessment for both new and existing applications.
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Helping customers avoid bad debt.
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Effectively reducing bad debt whilst supporting a growing customer base.
