contact center solutions
TELUS International has become one of the leading providers of flexible and scaleable contact center solutions operating some of the most sophisticated centers in North America and Asia. Linked by state-of-the-art technology and processes, our team of more than 6,500 specialists can combine the most appropriate onshore or offshore resources to provide a unified customer experience. We enable:
  • Productive personnel who handle customer transactions promptly and competently to assure customer satisfaction and enhance customer loyalty.
  • Efficient use of resources and technology to control costs and increase profits.
Our highly trained agents can provide superior business results for clients. 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 personnel can enable your business to maximize sales and customer satisfaction. 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
sales and marketing
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. Sales support services include:
  • Pre-chat sales programs
  • Customer acquisition programs
  • Welcome programs
  • Customer retention programs
  • Win-back and loyalty programs
  • Inbound sales and outbound sales
  • Cross-sell and up-sell sales
financial services and administration
The financial services marketplace is very competitive with institutions struggling to be more responsive to their customers’ changing needs. As an extension of your business, our agents focus on establishing relationships with your customers. Some of the more complex financial services tasks we perform include:
  • Customer care
  • Debit card chargeback processing
  • Risk management and fraud prevention analysis
  • Credit posting
  • Invoice reporting and analysis
  • Inbound and outbound 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 competent directory lookup services from listings across the United States and Canada. Our agents handle almost 2 million calls per month. Recently, the Paisley Group recognized TELUS International as the top national directory assistance provider based on excellence in customer care and customer fulfillment.
  • Hardware information surveys
  • Software and systems information surveys
  • Contact information and demographics surveys
  • Commercial real estate surveys


More information: www.telusinternational.com.ph
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