Your partner for customer focus in the telecommunications industry

The telecommunications industry is one of the leading industries when it comes to outsourcing customer service to external partners. Excellent customer service and handling an extremely high contact volume can only be realized in a cost-conscious way with the support of a partner whose core competency lies in this area.

Arvato has become the leading service partner in the telecommunications industry. Thanks to many years of experience and process expertise, we are capable of managing the entire customer life cycle. The customer service strategy is consistently geared towards customer requirements at all times. In this way, Arvato creates added value for its partners and their end customers with innovative business models, self-service solutions and profitable marketing.

Facts

Around 15,000 employees worldwide

Many years of experience in the telecommunications industry

Services

  • Inbound and outbound
  • Back office
  • Sales partner support
  • 1st/2nd/3rd level technical support
  • Social media
  • Self-service solutions
  • Process and knowledge management
  • Order recording and processing
  • Acquisition and activation of prospective customers
  • Retention
  • Customer win-back, cross-/upselling
  • Accounts receivable management via telephone calls
  • Complaints management

Case Study

With around 47 million customer lines one of the three leading integrated telecommunication providers in the German market. More than 15 years of cooperation.

Our solution

  • Services for private customers, business customers and retailers in the landline and mobile communications area
  • Service provided by over 2,000 service center employees at 9 locations
  • Wide-ranging service portfolio for the entire customer lifecycle and all contact channels

Benefits for our customers

  • Realization of cost savings through workload reduction
  • Significant increase in successful sales and long term sales value
  • Successful post-takeover integration of companies and employees
  • Implementation of innovative management models
  • Design and implementation of various innovation projects