Telecoms and IT

The telecom sector continues to be at the epicenter for growth, innovation, and disruption for nearly every industry. Mobile devices and related broadband connectivity are increasingly embedded in the fabric of society today, and they are key in driving the momentum around trends such as video streaming, the Internet of Things (IoT), and mobile payments. Data transmission exceeded voice traffic long ago, and being connected – via satellite or cellular – becomes less expensive every year. To avoid being commoditized, telecom service providers need to differentiate through service and customer experience.

As a pioneering leader in customer relationship management outsourcing in the Philippines, SPi CRM delivers multi-lingual solutions that drive profitability and value for communications, media, and internet service providers all over the world. With a consultative approach toward client engagements, customer care, technology implementation, and 360° end-to-end service, SPi CRM delivers superior results that drive profitability and value.

Our services include Tier I to Tier III Technical Support, Customer Acquisition, Customer Care and Billing Issues, and Back Office. Whether their channel of choice is voice, email, chat, or social, SPi CRM provides the best experience for your customers, in more than a dozen languages.

Big ways we've helped clients in

Telecoms and IT

  • Cultivate

    Generated additional monthly revenue worth US$28k for a postpaid campaign

  • Retain

    Improved a carrier’s Service Level by 30% through business continuity efforts

  • Maximize

    Reduced CS Chat Average Session Time from 16.6 to 14 minutes

Our Telecom and IT clients

  • Two of the Philippines’ largest mobile telecommunications companies
  • A prepaid mobile phone service with more than 70 million subscribers in Asia Pacific
  • One of the largest US-based direct-broadcast satellite service providers
  • A digital broadcast satellite TV provider based in the Philippines

Some of our service highlights in the industry

  • Launched the most successful customer retention program in a satellite TV provider’s history
  • Developed a knowledge base for supporting and troubleshooting one of the most complex DVR systems in the US
  • Managed a postpaid campaign that generated US$28k in incremental revenue each month
  • Reduced CS Chat Average Session Time from 16.6 to 14 minutes within 3 months
  • Improved a carrier’s Service Level by 30% through business continuity efforts
  • Agent screening, hiring, and training programs drove a 50% true pass rate for a carrier’s new-hire class, more than double the rate of other outsourcing partners

Testimonials