Technology Partners

Our Team

Our Awards

A team of people smiling and holding up their hands while holding paintbrushes

Social impact hero

Social Impact

Newsroom

Careers

About Us

Contact

Do Not Sell my Personal Information

Cookie Preferences

Culture Value Chain

iLabs Center for Innovation

Industries

Insights

Investor Relations

Locations

TELUS International is a subsidiary of: 

Privacy Shield Framework

Customer Privacy Policy

Solutions

Website User Terms

Icon twitter

Icon facebook

Icon youtube

Icon linkedin

Technology

Financial Services & Fintech

Automotive

Healthcare

Communications & Media

Games

eCommerce

Travel & Hospitality

hero bulgaria locations

Bulgaria

A man in a brightly lit room smiling while on his phone

hero guatemala locations

Guatemala

hero romania locations

Romania

hero india locations

India

hero china locations

China

hero us locations

United States

Spain-Hero

Spain

hero philippines locations

Philippines

hero ireland locations

Ireland

Cityscape with Galata Tower and Gulf of the Golden Horn in Istanbul, Turkey.

Hero Türkiye Locations

Türkiye

hero el salvador locations

El Salvador

germany-hero

Germany

Europe-Hero

Additional European Centers of Excellence

infobrief

Guide

Resource Type Article

Article

case-studies thumb

Case Study

whitepapers thumb

Research & Reports

checklists thumb

Checklist

brochures thumb

Brochure

ebooks thumb

E-book

Podcast Type Image

Podcast

6-steps-for-Conversational-Bot-success-A-primer 

Make the most of your conversational bot investment with our easy-to-follow guide featuring best practices that can be applied to your digital transformation journey.

A conversational bot floating above a mobile phone

(Hero) 6-steps-for-Conversational-Bot-success-A-primer hero

An illustration of a bot floating above a mobile phone

(Featured) 6-steps-for-Conversational-Bot-success-A-primer

Six steps for conversational bot success: A helpful primer for chatbot implementation

Image of case study with a plant behind it

Driving efficiency with digital automation for a financial services brand

Discover how TELUS International implemented a comprehensive intelligent automation
solution for a financial services client that enabled operational efficiency, a
reduction in employee effort and an overall increase in customer satisfaction.

Image of family outside a house with a car, a stack of coins and an umbrella suspended above them

Artificial intelligence is set to define the future of banking. Learn about how banks are using machine learning, RPA and other AI-powered tech.

banking ai

Six AI technologies set to define the future of banking

On this episode, we’re joined by Gideon Pridor, chief marketing officer at Workvivo, a comprehensive digital employee engagement platform that has the feel of a social networking site. Listen for insights on how to use technology for remote workforce engagement.

Landing page hero image Gideon Pridor

Podcast Banner Gideon Pridor

How to engage a remote workforce with technology

Protecting your company's reputation in an evolving digital world isn't always easy. Between cyberattacks, phishing, fraud and other harmful behaviors, companies have a lot of ground to cover when it comes to preserving their brand.

These concerns are often compounded when working with a customer experience (CX) provider. Not only do you need to ensure that your brand promise is met in an outsourced environment, but also that your customer and company data is protected.

When selecting a customer experience provider, risk mitigation should be a top consideration. The right partner will make sure you're covering every angle to care for the security of both your brand and your customers — at every touchpoint.

What should you look for in an outsourcing provider?

When it comes to customer experience outsourcing, brands typically have two primary concerns: preserving customer data, and keeping all systems that might compromise operations tight as a drum, says Steve Jablonski, vice-president of information security at TELUS International. These concerns are often driven by an idea that outsourcing some aspects of your business means giving up control — but that's not the case when the right checks and balances are in place.

Companies and their outsourcing partners need to set clear parameters about how to proactively prevent harm, and how to respond if it ever occurs. Setting a strong communication foundation in your outsourcing relationship enables your brand to work in concert with your partner to avoid and mitigate risk. With that at the core, here are three additional factors to consider when assessing an outsourcing partner.

Training: Team members are the first line of defense

With both online reputation management and protecting customer data, organizations frequently wonder where to begin. The answer is: start with employees. Team members are often the first line of defense against security breaches and ever-present bad actors. "Think of your CX team as a human firewall," says Jablonski. "You have to prepare your customer care representatives for battle by providing them with comprehensive training."

Rather than taking a one-and-done approach to customer service training, partners should treat it as an ongoing process, every part of which can strengthen and enhance the customer care team. As threats become more sophisticated and ill-intentioned parties find new ways to infiltrate your defenses, it's important that your team's knowledge base has comparably advanced documentation.

That said, it isn't just outsiders that are cause for concern. When assessing a CX outsourcing partner, businesses often want to know what's being done to mitigate insider risk and to keep employees from jeopardizing the system. While it's smart to ask questions related to brand loyalty and engagement, you should also consider whether teams are being sufficiently trained to prevent all manner of attacks and breaches, adds Jablonski.

Outsourcing partners must have processes in place to mitigate risk from internal and external individuals intent on committing a crime and innocent insiders who fall victim to phishing links. Phishing simulations and security awareness training are useful protocols in a world where threats are subtle and ever-changing. Team members should also know what to do if they suspect a colleague is acting nefariously. Training employees to recognize patterns is crucial, Jablonski says, "because you can't always get ahead of the threat."

Technology: Taking advantage of economies of scale

According to recent research conducted by TELUS International and Statista, leaders named data security and compliance as the number one challenge impeding their digital customer experience goals in 2023. The same research found that transparency and data security were considered the most important qualities for an outsourcing provider.

Collaborating with the right digital CX partner can provide brands with access to best-in-class software with the proper security checks. "There needs to be solid due diligence when buying secure software," Jablonski says of outsourcing partners. "Robust patching, internal scans and penetration testing should occur on a regular basis." A good outsourcing partner not only does everything in its power to safeguard your company; it also takes the pressure off brands to identify and invest in the new technologies needed to deliver a secure and scalable CX.

Put security management processes under the microscope

Outsourcing providers should be investing in market intelligence to stay on top of potential threats. Jablonski suggests that the right partner will "leverage paid and public intelligence to stay current. Your provider should always be collecting information and taking action." They should also have a strong network in place for sharing brand and industry information, he adds.

Look for a partner that prioritizes security at all levels and makes a point of obtaining their third-party certifications demonstrating their commitment to protecting brands like yours. Regulatory compliance and certifications like ISO27001 offer a solid foundation for cybersecurity. NIST, the National Institute of Standards and Technology at the U.S. Department of Commerce, is a good resource for publications, reports and other information about the standardization process, while the NIST 800-53 framework serves as a comprehensive guide to strategies, systems and controls that businesses should employ based on risk, cost and an organization's capabilities. Other options include industry-specific certifications, like HITRUST in the healthcare space.

Regardless of the approach your outsourcing partner opts to take, key controls like multi-factor authentication and virtual desktop infrastructure (VDI) should be standard. Consider your potential partner's stance on working from home and bring your own device (BYOD) management, too. From data leakage to loss and infection, related policies should be treated with the utmost caution and care.

Above all else, when selecting an outsourcing partner you should aim to find a company that values your brand and customers as much as you do. "Your customers are our customers," says Jablonski of TELUS International's mindset. A quality outsourcing partner should share your commitment to defending against threats, while also working to improve your customer experience.

Risk mitigation should be a top consideration when selecting an outsourcing partner. Learn what to look for to ensure your brand is protected.

3D illustration of various symbols conveying online security, including a finger print and a shield 

protecting brand

Protecting your customers and brand in an outsourced environment

A copy of the Digital customer experience priorities in 2023 report on top of a green leafy plant.

Digital Customer Experience Priorities 2023 Preview Image

TELUS International, in partnership with Statista, surveyed 250 enterprise leaders to explore where they plan to invest in digital customer experience (CX) technology in 2023. Uncover the results.

An illustrated representation of customer profiles and leaving a five-star review online.

Digital Customer Experience Priorities 2023 Hero

Survey results: Digital customer experience priorities for leaders in 2023

Uncover how TELUS International developed a specialized response card, enabling a large communications and information technology company’s mobile customers to efficiently find information for an effortless customer experience (CX).

Chatbot floating in space above a mobile phone

Enhancing mobile UX and UI for a telecommunications behemoth

The digital world continues to shift rapidly. Discover what's next for content moderation to help you navigate the changes in this evolving industry.

Illustration of a robot and human working together, symbolizing the future of content moderation

Blog-post5-What-s-Next-for-Content-Moderation

What's next for content moderation in 2023 and beyond?

Discover four expert corporate social responsibility (CSR) best practices for businesses operating in a remote work environment.

Illustration of various symbols representing corporate social responsibility

Four CSR best practices for a remote work environment

There are often tell-tale signs that it’s time to consider customer experience outsourcing. Read about the signs and how to recognize them.

Bell with a red circle and exclamation mark meant to symbolize a "sign"

tech outsourcing

Signs it's time to consider customer experience outsourcing

Work Anywhere case study

Discover how TELUS International supported a healthcare innovation and technology company with our flexible and secure work-from-home solution and remote recruitment and onboarding programs to deliver advanced digital health solutions to their patients.

Holistic Work Anywhere solution helps transform virtual mental healthcare and enable meaningful patient experiences

A copy of the outsourcing locations e-book on a white tablet on top of a green fern.

Outsourcing Locations E-book Feature

Discover some of the top outsourcing destinations for consideration and the factors to keep in mind as you make your decision.

Feature-Landing-Image Locations Outsourcing

Selecting the best outsourcing destination for your business

Learn why great customer service in telecom demands a blend of digital transformation and an engaged corporate culture.

Telecom-CX

Three essential elements for superior telecom customer experience

Empathy and customer experience (CX) go hand-in-hand, but not every agent displays empathy in the same way. Learn how agents who take control can enhance CX.

Controllers 3

Why agents who take control perform best

We all know about customer effort and its impact on customer loyalty but what is your company doing about agent effort? Learn how to make things easier in customer care.

Silhouette of person pushing a boulder up a mountain

Agent effort

How agent effort impacts customer experience success

TELUS International surveys related to the future of work explored top-of-mind themes like automation and employee wellness. Take a look at the findings.

Illustration of humans and robots working together to piece together a puzzle

Future of work

Infographic: Visualizing the future of work

The COVID-19 pandemic has brought about many changes, but how and where we work is undoubtedly one of the most significant.

Before the pandemic, just 23% of U.S. employees with jobs that could mainly be done from home reported working remotely in a Pew Research Center survey. That number topped 70% by October of 2020.

Today, according to the same survey, 59% of workers in the U.S. whose jobs can be done remotely are still working from home most of the time. And even though some workers are returning to the office, not everyone is going back full-time. According to HR consulting firm, Mercer, 70% of companies that have flexible work plans intend to adopt a hybrid work model for the long-term.

In other words, remote work in some capacity is here to stay — and that puts higher demands and expectations on telecommunications providers.

While a shift to a work-anywhere lifestyle was a welcome change to some, a slew of unique challenges for the communications and media industry have surfaced.

Early on in the pandemic, telecom companies reported large spikes in network usage as workers and students migrated online. This unprecedented increase in demand caused sluggish internet speeds and unreliable connections.

In the past, Wi-Fi dead zones and service disruptions in a residential network might have been dismissed as minor inconveniences. Now, they act as major roadblocks to remote workers and put sky-high demand on customer service and technical support representatives.

Additionally, technology continues to advance and more and more smart devices are being introduced to the market. Not only do these connected devices put further demand on networks, but they add a new level of complexity when it comes time for technical support agents to troubleshoot with customers.

To ensure telecom customer care agents are equipped to deliver an exceptional experience in this new remote work reality, brands must adopt a two-pronged approach: Understand consumers’ evolving needs, and equip their teams with strategies and tools for success.

How the needs of the telecommunications customer have changed

Today, telecom consumers are looking for two main things when it comes to their service provider: Network reliability (in concert with ever-important high speeds) and the ability to easily reach a technical support expert when it matters most.

In fact, a 2021 Fiber Broadband Association (FBA) report says that when it comes to broadband service, reliability is “the single most important characteristic to consumers and definitely more important than speed,” with 78% of respondents stating reliability — with few service interruptions — as the most important aspect of broadband. The report also found that satisfaction with customer service hinged on having real people to talk to and reasonable wait times to do so.

The idea of losing internet service in the middle of an online meeting and being unable to reach a customer service agent for help is enough to put any remote worker on edge. To meet this newfound expectation of high performance and accessible customer support, telecom brands can implement best practices to help lighten the load on their agents and provide an unmatched customer experience.

Apart from ensuring dependable service, what can companies do to deliver a superior customer experience in telecom? The following strategies can help you streamline your customer experience and adapt to the ongoing hybrid and remote work environment.

Educate consumers. Since access to service is so vital, one way to keep customers happy is by empowering them to help themselves. Implement robust FAQs on your website, and introduce educational articles and videos. The more knowledgeable your customer base, the better equipped consumers will be to resolve minor issues on their own. With a strong self-service platform, you can eliminate the need for customers to jump in a queue.

Leverage technology to provide efficient, “always on” service. Technology like AI-powered chatbots can both reduce agent effort and enable companies to provide 24/7 support. Establishing an omnichannel presence on all major platforms to meet your customers where they are is an excellent way to deliver a consistent experience and sustain meaningful, long-term relationships.

Encourage empathetic customer support. When service is disrupted for a remote worker and the stress of missing work kicks in, an empathetic customer care team is crucial to smoothing things over. Approaching such queries with empathy and patience can maintain customer satisfaction and affinity with your telecom brand.

Empower agents to take control. Hiring and retaining top talent is critical to delivering a superior customer experience. For telecom companies, having experienced team members can lead to more thorough problem-solving. Support your team by encouraging representatives to take charge, keeping them engaged and providing them with the tools they need to excel.

Find an outsourcing partner to help scale operations and prepare for any future uncertainty. Regardless of the telecom industry challenges that lie ahead, companies should leverage customer service outsourcing and the advantages of an experienced partner. Benefits can include improved channel orchestration, access to advanced analytics, customer experience (CX) benchmarking, intelligent automation and more. If you’re looking to scale your CX, enter a new market, or simply tap into specialized customer care expertise, it’s time to consider outsourcing.

The right combination of strategies and best practices can provide a top-notch customer experience and have a positive impact on how your brand is perceived. With remote work an ongoing reality, the time to streamline your telecom’s customer care strategy is now.

With remote work an ongoing trend, higher demands are put on telecom providers. Learn how brands can streamline their customer service and improve CX.

Customer care agent delivering support while working in a home office

remote cx

How to streamline telecom customer service in today's remote reality

Keep up with the latest in digital customer experience in 2023. Check out this list of important stats to kick-start your CX planning for the year ahead.

The number 23 springing out of a gift box surrounded by stars

23 stats

23 digital customer experience stats to know for 2023

A preview image of the case study document overlaying green grass.

Streamlining operations and kickstarting the digital transformation journey - preview image

Want to speak with a Process Consulting expert?

Uncover how TELUS International’s business process consultants helped a leading financial services brand optimize its operations, enhance its customer experience (CX) and begin its digital transformation journey.

Streamlining operations and kickstarting the digital transformation journey of a leading financial services brand

Happy customer support agents sitting at computers and speaking on headsets.

Streamlining operations and kickstarting the digital transformation journey - feature image

Player support outsourcing isn't just for Triple-A studios. Learn about the benefits of outsourcing for growing games companies.

games outsourcing

What growing games companies can gain from outsourcing

Discover some of the best ways for telcos to incorporate and leverage digital technology such as RPA, data and analytics, conversational bots and UX/UI.

Communications & Media

How to streamline telecom customer service in today's remote reality

How to streamline telecom customer service in today's remote reality

Delivering an efficient and cost-effective talent sourcing solution for a world-leading communications technology brand

Enhancing mobile UX and UI for a telecommunications behemoth

The next-gen tools telcos need to win over digital-first customers

Three essential elements for superior telecom customer experience

What telecoms are doing right in customer service – Best practices from Telstra, TELUS, and Republic Wireless

Be the first to know