Wireless Carriers

Wireless carriers are now confronted with numerous challenges.  ARPU growth has stalled, subscriber acquisition costs have risen, and margins are under greater pressure.  In an environment of high market penetration and increased competition, companies can no longer afford the monthly churn of 2% or more caused by low customer satisfaction and reduced loyalty. With more than 11 years of experience, Alpine Access has proven success helping some of the nation’s largest wireless carriers address these challenges. 

Unprecedented Quality at a Lower Cost

Confronted with 90% market saturation, pricing competition, and number portability, wireless carriers are now challenged by rising and costly customer churn. In today’s marketplace it’s more imperative than ever that companies retain these high-value customers.  

A seasoned, onshore agent can make the difference between retaining a customer and losing one. Our typical agent has 15 years of work experience and over 80% are college educated, directly contributing to your bottom line by creating more loyal customers and higher ARPU, all at a substantial cost savings to brick-and-mortar alternatives.  Our clients typically realize:

• Lower Customer Care Costs:  25%+ savings over other onshore operations
• Reduced Subscriber Support Costs:  20%+ higher first call resolution
• Increased Customer Satisfaction:  10%+ increase in CSAT scores
• Reduced Customer Churn:  25%+ higher customer retention rate
• Increased Revenue:  20%+ higher up-sell/cross-sell rate

Virtual Call Solutions

Our robust customer care solutions offer capabilities across channels, call types, and languages for pre-paid and post-paid wireless carriers.

Channels

• Voice - inbound/outbound
• Email
• Text (SMS)
• Chat (web/IM)
• Social media

Call Types

• Calling plan sales
• Account activation/inquiries
• Number porting
• Device upgrades/returns/exchanges
• Order processing
• Warranty/rebate processing
• Billing/address change
• Store locator
• Help desk/technical support
• Collections
• Escalations/Saves

Languages

• English
• Spanish
• Chinese (Mandarin/Cantonese)
• Portuguese
• Vietnamese
• Korean
• Japanese
• Thai
• Russian
• Others