When telecom companies started to outsource, it was for one simple reason: cut cost. But as the telecom industry continues to leverage the BPO (Business Process Outsourcing) strategy, additional benefits such as the ability to lower product cost due to low operation costs have given these companies a competitive edge.
Outsourced services includes Customer Acquisition, Operations, Billing, Sales and Contracts Management, customer service, back office and even customer retention. Customer service in particular has significantly improved because they were able to have a 24-hour customer service and technical support lines operated by professionals who are in different time zones than the customer calling in the complaint. This means that support is available on a near constant basis.