Telecom/Internet Service Providers/IT Companies
Success Stories
Internet reach is growing rapidly, and Internet Service Providers (ISP) need to build infrastructure, improve their router technology, and increase access points to stay profitable. Consumers are interested in low-cost access, while reliability and speed are priorities for corporate customers.
The key challenges for ISPs include:
  • Customer loyalty and satisfaction
  • Declining market share and increased competition
  • Convergence and adoption of new business models

  • Productivity improvement: Overall cost benefit by 30-40% based on process complexity
  • Optimum utilization of resources
  • Reduction in overall cost of operations and focus on core business areas
  • Cater to changing customer demands at a faster response rate
  • Provide world class technology at lower cost of ownership

Call Centre Services

Techno Brain’s call centre services comprise of a comprehensive communications suite with innovative capabilities for inbound, outbound, and blended processes. By leveraging a one-stop-shop approach, the solution caters to varied requirements of contact centres – in a cost-effective and timely manner, such as –

  • Enquiry handling
  • Complaint management
  • Customer care and support
  • Customer acquisition
  • Lead generation
  • Telemarketing
  • Promotions
  • Cross-sell and Up-sell
  • Outbound and Inbound helpdesk

In association with Techno Brain’s dedicated contact centre expertise, organizations can use this solution to upgrade their customer service capability and enhance customer satisfaction.

Digital Media Services 

The use of technology is consistently on the rise as the digital savvy generation becomes increasingly dependent on it. In fact, they have become so accustomed to smartphones and other devices that they now shop and pay their bills online. Seeing the increased use of technology and behavioural change of customers, it seems inevitable that telecom/Internet ServiceProviders/IT Companies will have to work towards improving their digital strategy.

Techno Brain’s Digital media services include:

  • Contact Data Management
  • Intelligence
  • Content & Creative
  • Campaign – Social Media
  • Analytics

Knowledge Process Management

Techno Brain’s Knowledge Process Management services include:

  • Business Process Consulting and Re-engineering
  • Market research
  • C-SAT and E-SAT surveys

Back Office Services

Many standardized processes and back office processes place a great strain on IT infrastructure. Among these are payments processing, the digitalization of printed documents, direct debit processing and management of securities data. These are processes that need to be performed with high reliabilitybut do not offer any means to provide unique selling points.

Outsourcing such standardized and back office processes to a specialist service provider takes a lot of pressure off the internal organization and helps the telecom companies focus on core tasks with which they can stand out from competition and generate added value.

Techno Brain offers the following Back office Services:

  • Scanning and Digitization
  • Data Processing and Management
  • Campaign Management
  • Image Tagging/ Processing
  • Audio and Video Transcription

Shared Services

Shared Services underpins the success of our enterprise and is the rock on which our future can be built. It allow us to offer our clients appropriate products and services, and to provide our staff with efficient, cost-effective infrastructure they need to do their job. Shared Services provides high-quality, cost-effective services to support various business divisions.

Techno Brain offers the following shared Services:

  • F&A support
  • HR management
  • Procurement management
Market Research for a Multi-National Telecom/ISP Provider

This project entailed executing the CSAT project across 5 different segments for Kenya region. It had the following benefits; The market research and competitor analysis project helped the company with insightful information which assisted them in making important decisions. Provision of special / priority consideration/services to Platinum customers helped increase customer satisfaction to a great extent. Detailed reasons and analysis from the Inactivity project helped the company to take corrective measures and actions. It also led to high win-back rates, as per client specifications. Revenue generation through converted leads in telesales.

Business Process Reengineering for Home Entertainment and Communication Provider

As the customer base was growing rapidly and post-sales support was deteriorating, the customer service team was unable to deliver and keep up with customers’ expectations leading to customer dissatisfaction. The existing customer service management system was unable to support the integral part of the core customer service due to reasons including: Mismanagement of customer information leading to missing of some vital information, first call resolution less than 50%, high percentage of call drops, no defined SLAs and KPIs, lack of inter-departmental coordination and process knowledge to handle issues, regular outages leading to call drops. All this made the situation worse and led to frustrated customers.

Techno Brain identified First Call Resolution (FCR) to be the single most, important and key challenge to improve customer satisfaction as absence of FCR has been found to account for a minimum of 30% to 40% of company’s call expenditure. Process reengineering has helped the company streamline their customer service management process and data management using CRM and supportive systems, address superior call handling and increase service efficiency in multiple environments enhancing and enriching customer experience to a great extent.

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In focus

PO Box 57666-00200, Heritan House

Woodlands Road, Off Argwings Kodhek Road

Opposite DoD Headquarters


Tel: +254 738 770 186 / 734 770 187

Fax: +254 20 224 6186