Telecom support that blends expertise, empathy, and efficiency—because every connection matters.
Your customers expect real-time help, no matter the platform. We provide seamless support via phone, chat, email, and social, ensuring smooth, frustration-free interactions.
From device activations to network troubleshooting, our telecom-trained teams resolve customer issues with speed and care—so they stay connected to what matters.
With proactive retention strategies backed by AI-driven insights, we identify at-risk customers and offer personalized solutions to keep them loyal and engaged.
Whether you’re launching a new service or managing peak demand, our flexible workforce adapts quickly—without sacrificing quality or care.
With 16+ years supporting telecom brands, we understand the nuances of complex billing, service inquiries, and technical troubleshooting.
Our bilingual teams, based in the Dominican Republic and the Philippines, provide top-tier support at 40% lower costs than U.S.-based operations.
We combine automation with sentiment-based coaching, optimizing efficiency while keeping every customer interaction warm and meaningful.
From high-growth MVNOs to established telecom leaders, our tailored outsourcing solutions grow with your business.
Say 
Telecommunications outsourcing is the practice of contracting a specialist provider to run customer-facing and back-office processes for a telecom operator. The usual scope is customer care, technical support, device activations, billing enquiries, retention and order management, across voice, chat, email and social channels.
It is not the same as buying seats. What an operator is actually buying is a team trained on its own products, tariffs and systems, working to its own escalation rules, and measured on the numbers it already reports internally. VoiceTeam runs those teams from the Dominican Republic and the Philippines, in English and Spanish.
Telecom business process outsourcing covers six service lines on most of our programs. Each one is staffed by agents trained on your product set rather than pooled across accounts.
First contact for subscribers, account queries and service changes, handled by agents who know your tariffs and your systems. Our customer service operation covers the same disciplines across other industries.
Tier-one diagnosis for connectivity, device and service faults, working to your escalation rules and handing off cleanly when a fault belongs with your engineers. See technical support teams.
New line activations, device setup and the follow-up calls that decide whether a new subscriber stays past the first month.
Billing enquiries, disputed charges and payment questions, which for most operators is the single largest contact driver.
Proactive retention as well as save calls. We analyse recorded interactions using speech analytics and build churn-risk profiles from billing data, complaint frequency and service usage, so the intervention happens before the cancellation call. See sales and retention.
Order processing, provisioning administration and the queues that sit behind the contact centre. See back-office operations.
The work looks different depending on what you sell, and the training changes with it.
High-volume billing and device support, with retention pressure concentrated at contract renewal.
Lean teams carrying full-service expectations, where outsourced capacity is often the only way to cover the hours.
Connectivity faults and installation scheduling, where first contact resolution decides the customer’s view of the whole service.
Business customers with contractual response expectations and lower tolerance for a repeated explanation.
Employee NPS
Retention gain in six months
Omnichannel coverage
Years running customer operations
Those figures describe people. Agents who stay long enough to learn your systems and your escalation paths.
We handle more than 2.5 million interactions a year, hold 98% SLA compliance, and have run customer operations for over 16 years. Employee NPS is 80%, which matters more than it sounds: agent attrition is the single best predictor of inconsistent support.
For one leading national mobile carrier, a retention programme built on speech analytics produced a 23% reduction in churn and a 200% retention gain within six months. Read what that involved.
It starts with your numbers, not ours. We work out your current cost per contact and where your volume actually sits, then scope a team against it. Our cost of ownership calculator models an in-house team against an outsourced one so you can see the comparison before you talk to anyone.
From there: agent training on your products and systems, a pilot on a defined queue, then scale. We give you a realistic launch date once we have seen your requirements rather than an optimistic one up front. If you are comparing providers, our BPO vendor assessment is the checklist we would want you to hold us to.
The questions telecom buyers ask before the first call.
Telecom BPO, or telecom business process outsourcing, is the practice of contracting a specialist provider to run customer-facing and back-office processes for a telecommunications operator. Typical scope covers customer care, technical support, device activations, billing queries, retention and order management.
Most customer-facing and administrative telecom processes can be outsourced. VoiceTeam runs customer care and account management, technical support and network troubleshooting, device activations, billing support, retention and win-back, and back-office order management, across voice, chat, email and social channels.
Cost depends on headcount, channel mix, language requirements and hours of coverage, so a single rate card does not tell you much. Our cost of ownership calculator models the total cost of an in-house team against an outsourced one so you can see the comparison for your own operation.
VoiceTeam delivers from the Dominican Republic and the Philippines. The Dominican Republic gives nearshore time zone overlap with North America and bilingual English and Spanish coverage. The Philippines adds offshore capacity and follow-the-sun hours.
VoiceTeam holds SOC 2, HIPAA, COPC and PCI DSS certifications. Payment and account data handling is covered by PCI DSS controls, and agents work to documented process and access rules on every program.
Yes. Teams in the Dominican Republic are bilingual in English and Spanish, and agents are assigned by language and program rather than pooled, so a Spanish-language caller reaches an agent trained on the same product and process as an English-language caller.
