Telecom, Inc. is a premier provider of outsourced contact center solutions. Based in the San Francisco Bay Area and in business since 1993, we are privately owned and operated. We operate as a mid-size boutique provider offering both the personal attention our partners require and the capacity to support their growth needs.
All Telecom Inc. employees are located in the United States and are specialists, offering experience, maturing, and education to the programs they are assigned to. Our combination of customized services, cutting-edge technology, and operational expertise enables our clients to increase revenue, reduce costs, and build successful customer relationships.
Telecom Inc. provides both inbound and outbound solutions. We provide both live voice and digital solutions, interacting with customers by way of phone, email, chat, social platforms, and technology. We're open 24/7/365 and offer multilingual representatives and management alike. Dedicated and shared delivery teams are offered here.
We provide unbridled access to our management team, and executive team, all working together closely to deliver the quality and metric-based results we're tasked with and committed to. Our commitment to quality and partnership are differentiating values we are proud to offer.
Solutions offered include order processing, customer service, sales, help desk support, certification support services, membership support, message taking, third party verification, lead generation, lead qualification, appointment setting, market research, event support, registration services, reminder calls, and more.
Verticals we have the most experience in are e-commerce, certification, government, professional services, continuity clubs, technology.
Since all of our support models are custom developed to your unique program goals, we like to have conversations with potential partners to scope out their needs and provide a proposal customized just for them. We hope to hear from you soon!
"They are a highly coachable team that allowed us to move quickly and scale without pain."
Feb 16, 2023
General Manager, Foundry55 & Woodhavenfurniture.com
Jeffrey Manheimer
Manufacturing
Boston, Massachusetts
11-50 Employees
Online Review
Verified
A furniture company hired Telecom, Inc. to manage and scale their customer service operation. The team was tasked with servicing customers across US time zones. They handled calls, chats, and service issues.
Telelcom, Inc. successfully converted inquiring customers into sales. Their resources also helped during the sales process, which was an unexpected bonus from their service. They communicated expertly using chat, emails, and weekly calls. Moreover, their resources quickly learned about the business.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
General Manager of Woodhavenfurniture.com part of Foundry55 Innovation lab
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Telecom, Inc., and what were your goals??
As sales started to ramp up, so did our customer service needs. We used Telecom, Inc to manage and scale our entire customer service operation. Our goal was to create a top notch customer service experience for all customers and the Telecom team was instrumental in helping us accomplish that.
SOLUTION
How did you select this vendor and what were the deciding factors?
We ran a significant RFP process before we settled on Telecom. We decided to move forward with them because their rates were competitive for a US based call center with high quality agents.
Describe the project in detail and walk through their service package, including any calling tools used.
Once we began working with Telecom, we had them manage our customer service operation 7 days a week. They were able to accommodate hours across all the US timezones and had a great team lead who was helping us coordinate agent training, complicated customer transactions and the overall health of the program.They handled all call volume, online chat conversations and service recovery issues.
Who did you work with and what was the feedback process like?
We worked with Jon and Rafel as our main points of contact. The communication between our team and their's was clear, consistent and efficient. It allowed us to focus on constantly revising our service standards and improving our operation as we got customer feedback on issues in real time.
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the service?
Using Telecom for our customer support allowed our small team to focus on improving the e-commerce experience without losing sleep on the customer service side of the business. Ultimately, Telecom was also able to help convert skeptical customers inquiring about our business into sales.
Folks would even call in to learn more about our products and ending up buying online after they spoke with a Telecom agent. We did not anticipate or expect agents to help aid in sales, so that was an added bonus.
Describe their project management style, including communication tools and timeliness.
Between chat, email, weekly calls there was never an issue with communication. Our teams aligned on a weekly call cadence and when to communicate regarding escalated customer issues.
What did you find most impressive or unique about this company?
The quality of the agents was very impressive. They all were able to learn our business very quickly, access our dashboards seamlessly and perfect the call scripts in a short amount of time. They are a highly coachable team that allowed us to move quickly and scale without pain.
Are there any areas for improvement or something they could have done differently?
Not from my standpoint.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Call Center Services for Solar Sales Company
$50,000 to $199,999
Jan. 2021 - July 2022
5.0
Quality
5.0
Schedule
5.0
Cost
4.5
Willing to Refer
4.5
"Telecom, Inc. performed at par with our expectations, given the lower quality leads we provided."
Feb 24, 2023
Sales & Operations Consultant, Lumino Consulting
John Yandrasits
Energy & natural resources
Brooklyn, New York
1-10 Employees
Online Review
Verified
Telecom, Inc. provided call center services for a solar sales company. The team contacted prospective investors to help them learn and invest in solar energy.
Telecom, Inc. improved the client's lead generation efforts and expanded their potential reach. The team was highly communicative and receptive to feedback, and internal stakeholders were particularly impressed with the vendor's work ethic and customer-centric approach.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
Community Solar sales company. I was a sales/operations consultant.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Telecom, Inc., and what were your goals??
We needed sales for our community solar company.
SOLUTION
How did you select this vendor and what were the deciding factors?
We vetted two potential vendors and chose Telecom for their willingness to let us pay them 45 into our engagement.
Describe the project in detail and walk through their service package, including any calling tools used.
Telecom agents called residential prospects interested in community solar. Agents educated the prospects and closed the sale.
Who did you work with and what was the feedback process like?
John Martin (CEO) Roffel Ferraz (Manager) Telecom takes feedback extremely seriously and is very happy to incorporate feedback/ideas from the client.
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the service?
Telecom, Inc. performed at par with our expectations, given the lower quality leads we provided.
Describe their project management style, including communication tools and timeliness.
Weekly check-in calls and calls whenever we requested them. Communication was largely through Ring Central and email.
What did you find most impressive or unique about this company?
Positive attitude. Client service.
Are there any areas for improvement or something they could have done differently?
There wasn't anything they needed to improve on.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.5
Value / within estimates
Willing to Refer
4.5
NPS
Locations (1)
2201 Broadway, Suite M3Oakland, CA,
United States94612
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