Making the choice to outsource your call center can be a very challenging decision. There are a number of factors to consider when evaluating an outsourcer including the outsourcer's ability to integrate with your business, flexibility to meet ever changing customer demands, financial savings, service level performance improvements and most importantly, trusting your outsourced call center partner to provide support and service to your customers. We understand these challenges and strive to meet the unique support requirements of each customer. The information below will demonstrate why teleNetwork is a leading provider of help desk solutions and call center support services for industry leaders in many markets.

Mission

teleNetwork's mission is to provide the highest level of quality for help desk and call center support services to our clients and their customers. We strive to exceed our customer's expectations on each engagement in order to help our clients meet their strategic objectives. We believe that our performance and dedication to the customer is the key to building a successful outsourced partnership. Our services provide measurable performance improvements, increased customer satisfaction levels, and most importantly, we enable our customers to focus on their core business.

Seamless Integration

teleNetwork strives to represent your company with professionalism and courtesy when we communicate with your customers. Our training and branding capabilities enable each agent to represent your company as if we are a part of your organization. teleNetwork agents establish trust in your products and services using proven branding methods to support your customers. It is our goal as your outsourced help desk partner to build a help desk solution that exists as an extension of your company - not a third party vendor.

Technology

teleNetwork has the technology to deliver turnkey customer care solutions to our clients providing stability and reliability for call center and help desk operations. Our standards based ACD with integrated proprietary applications (CRM, reporting engine and ACD front end) enable us to provide comprehensive support and service to you and your customers. We have fully interconnected call center facilities located in Class 5 central office buildings each equipped with commercial UPS and back up generators to maintain 100% uptime. In the event that a disaster situation like a fiber cut or act of nature occurs, we have developed a proven disaster recovery model. teleNetwork's reporting technologies (traditional and web based) provide performance data and a window into our operation which has proven to be very helpful to our customers for evaluation of our performance and for identifying trends.

Measurable Performance

Service level performance and customer satisfaction measurements are a critical part of an outsourced partnership. teleNetwork has built its reputation on delivering consistent service level performance and increased customer satisfaction to our customers. At the heart of our business you will find that over delivering on our performance requirements is a core value at teleNetwork. Our customers have grown accustom to over delivering and strong customer loyalty is the end result.

Flexibility and Customization

Our customers appreciate our ability to customize our help desk solutions and support services to meet specific requirements. Changing a support process or adapting to new business objectives or goals is where we make a difference. Our team has helped many of our clients address major operational changes during a merger or acquisition without a hitch. At teleNetwork we take pride in helping our customers modify their help desk and support operation to meet the demands of their business.

Our Team

The strength of our company and our success is a direct result of the people at teleNetwork. We have built our team and our business by recruiting talented individuals who are motivated to serve our clients and their customers. We have focused our efforts on selecting the most qualified and committed professionals available. We believe in our employees and foster a strong family oriented work place which allows us to develop a strong sense of pride and commitment to your customers. When we opened our first call center facility in Austin, TX in 1993, we knew that we were positioned in a community where we could recruit and develop the necessary talent that we needed to be successful. Thirteen years later, we strongly believe that our success as a company is the direct result of our team and the unique skills and talents that they bring to work everyday.

Support Process

We believe in taking best practices a step further. By developing our processes and procedures around proprietary call center technology, we have created the flexibility and strength to scale our operations to meet each customer's individual needs. By leveraging a clearly defined scope of support and trouble-shooting process, our agents resolve thousands of issues for end users every day. We have structured our trouble-shooting process to easily accommodate changes in order to react to our customers needs. For escalation and notification purposes, we have built integrated messaging and alert capabilities into our support process. These capabilities bring great value and quality to the help desk and support services that we provide to our customers.

Experience

With 13 years serving industry leaders in telecommunications, management consulting, Internet services, OEM and web hosting, teleNetwork has delivered quality customer care and support solutions to its clients for more than a decade. We have served many roles for leading wire line and wireless telecommunications carriers including solutions for customer care, technical support, repair, dispatch, equal access conversions, sales and customer support. Our clients have recognized strong customer loyalty and retention during high growth periods as the result of our commitment to service level performance and customer experience. As a partner to many companies, we continue to develop strategic partnerships with each client focused on meeting our customers objectives.

Reputation

teleNetwork has built a strong reputation for delivering quality service by helping our customers meet their goals. Our customer relationships are structured like a partnership so that both companies are positioned to win. Many of our customers have found us through mutual relationships. We will continue to build our reputation as a strategic partner to each customer by bringing significant value and quality for the services that we provide.