Telecommunications

Exceptional omnichannel customer service that sets a new benchmark in the telecommunications industry.

Probe works with several leading telco brands in Australia and overseas, offering a range of contact centre and consultancy services. In fact, our foundation client is one of Australia’s most recognisable companies. With over 700 FTE staff operating across multiple onshore and offshore locations, we handle millions of customer interactions every year.  

Services

  • Customer service
  • Directory assistance
  • Credit and collections
  • Acquisition and sales
  • Fulfilment
  • Tech support (fixed and mobile)
  • Retention
  • Hardship support
  • Directory assistance

Channels

  • 1Inbound voice
  • 2Social media
  • 3Email
  • 4Chat
  • 5Back office
turning-customer-insight-into-action

How We Do It

  • Contact centre
  • Knowledge management
  • Consultancy
  • Team of Experts approach
  • Automation
  • Augmented agent assistance
  • Omnichannel customer service 
  • Process optimisation and transformation
  • Work from anywhere

As customer expectations change, we find ourselves working with telco providers to assist in the accelerated adoption of digital channels. Customers now seek the same high standards of service no matter which channel they choose to engage through and as a result, an omnichannel customer service approach is vital for telecommunication providers to remain competitive. We’ve also been called upon to assist in bridging the customer service gap between stores and contact centres so that once again, customers are experiencing the same standards across all facets of the business.


Our clients experience periods of high contact volumes and through a partnership approach we’ve worked together in mapping customer journeys and utilising artificially intelligent call routing solutions to manage contacts, and to deflect calls to digital channels where appropriate. 


Covid-19 also presented new challenges which required an agile approach to doing business. This is an ongoing process and includes work in repatricating contact centres onshore and assisting in dealing sensitively with customers who are experiencing financial hardship and vulnerability.


The telecommunications industry also experiences a high level of attrition in its workforce and requires unique and effective workforce management in an environment of short call, high volume work.

Accreditations

Quality ISO 9001 Certified

Quality ISO 27001 Certified

Individual security clearances

Connect With Us

Let us work with you to deliver exceptional omnichannel customer service and set a new benchmark in the telecommunications industry.

Contact Us