contact center solutions

TELUS International has become one of the leading providers of flexible and scalable contact center solutions operating some of the most sophisticated centers throughout North America, Central America and Asia. Linked by state-of-the-art technology and processes, our team can combine the most appropriate onshore, nearshore and offshore resources to provide a unified customer experience.

Acting as an extension of your business, and most importantly, your brand, TELUS International can:

• Transform your English, Spanish and/or French customer support
• Control costs with a predictable monthly charge while growing your business
• Provide access to a global pool of agents at lower cost
• Provide operational efficiency with flexible staffing and best practices
• Improve customer responsiveness, reach and retention
• Ensure security and privacy in every customer interaction

We provide customer service and billing inquiries for major utilities, sell computer equipment and peripherals for a major manufacturer and answer directory questions for a major telco. Our services include:

Customer care

Our award-winning Customer Care Practice revolves around continuously improving the experience of our clients. Delivered via voice, email and chat channels, we implement innovative processes that result in exceptional performance metrics. Customer care services include:

• General inquiries
• Account activation status
• Applications/order processing
• Billing inquiries
• Change of address
• Delivery status
• Disputes handling
• Missing, wrong and damaged goods
• Payment processing
• Product information
• Reservations
• Returns
• Services support

Technical support

Our Technical Support Practice handles many types of calls across diverse industries. TELUS International agents are trained to focus on first call resolution, while meeting quality and customer satisfaction goals. Technical support services include:

• Hardware and software troubleshooting
• Hardware warranty support
• Installation/removal
• Operating system installation and functional support
• Parts replacement
• PC protection support
• Program compatibility
• Repair/contract services extension processing
• Security CD support
• Network administration
• Database management
• Internet and broadband support
• Mobile devices support

Sales

TELUS International agents handle millions of sales calls each year – directly contributing to our clients’ revenue streams. We have an excellent track record for meeting Average Order Values and Close Rates. Our sales support services include:

• Pre-chat sales programs
• Customer acquisition programs
• Onboarding / Welcome programs
• Customer retention programs
• Win-back and loyalty programs
• Inbound sales and outbound sales
• Cross-sell and up-sell sales

Customer administration

We provide many off-phone activities designed to help clients streamline their customer administration needs:

• Order processing
• Account maintenance
• Enrolment processing
• Plan switches

Market research

TELUS International has proven adept at tactful and tactical information gathering. We do this work across many industries, for demographic collation as well as complex surveys. Market research services include:

• Hardware information surveys
• Software and systems information surveys
• Contact information and demographics surveys
• Commercial real estate surveys

Directory assistance

TELUS International supplies telephone and wireless users with directory lookup services from listings across the United States and Canada. Our agents handle millions of calls per month. Recently, the Paisley Group recognized TELUS as the top national directory assistance provider based on excellence in customer care and customer fulfilment.

Awards and recognition

TELUS International is recognized as a leader in the global contact center industry. Achievements include:

• Global Services – Top 100 Service Provider
• Global Services – Top 10 Contact Centers
• Top 50 Teleservices Agencies Award
• Contact Center World’s Top Outsourcer
• Marketing Via Phone (MVP) Quality Award
• International ICT Award, BPO Employer of the Year Finalist
• NOA Contact Center Provider of the Year Finalist
• Frost & Sullivan – Latin American Contact Center Outsourcing Best Practices Award
• Zagada – New Standard for Measuring Call Center and BPO Service Performance
• Top 50 Companies to Work for in Guatemala