24/7 coverage
Follow-the-sun support across European and global time zones.
Industry
BPO for Telecom
Direct answer
Actigy BPO supports telecom and connectivity providers with high-volume customer and back-office operations: 24/7 customer and technical support, order management and provisioning admin, billing and accounts receivable, IT service desk, and QA. Work runs to documented playbooks with QA and reporting, so carriers and ISPs scale support and operations without a quality drop, while keeping control of network and policy decisions.
Common processes outsourced
Customer & tech support
Order & provisioning
Billing & AR
IT service desk
How does Actigy support telecom and connectivity providers?
Telecom runs on huge volumes of customer interactions and back-office transactions — activations, plan changes, billing queries, fault tickets, and provisioning — where slow or inconsistent handling shows up immediately in churn and CSAT. Actigy provides trained operators to run support and operations to your playbooks, around the clock.
Work is documented and measured: troubleshooting paths, escalation rules, QA sampling, and SLA reporting. Actigy supplies multilingual capacity that flexes with campaigns and seasonality; your team keeps network, pricing, and policy decisions.
Capabilities
What does Actigy run for telecom?
For telecom, Actigy runs Customer and technical support, IT service desk, Billing and accounts receivable, Accounts payable, QA and testing, AI and data operations. Each workflow follows documented procedures with QA and audit-ready records, while your team keeps policy, risk, and final decisions and Actigy supplies trained operators and surge capacity.
Customer & technical supportTiered L1/L2 support across chat, email, and voice with playbooks.IT service deskTicket triage, monitoring, and application support to ITIL-style processes.Billing & accounts receivableBilling queries, cash application, and collections to lower DSO.Accounts payableVendor invoice processing, matching, and payment preparation with controls.QA & testingApp, portal, and OSS/BSS QA integrated with your release cycle.AI & data operationsNetwork and usage data labeling and human-in-the-loop review.
Who is this for?
- Mobile carriers and MVNOs scaling support and operations
- ISPs and fiber/broadband providers with high ticket volume
- VoIP, IoT, and connectivity platforms managing back office
- Providers facing campaign-driven or seasonal volume spikes
- Support and operations leaders needing 24/7 coverage with QA
Is this the right fit?
When Actigy BPO is a strong fit
- You need 24/7 multichannel support that holds SLA and CSAT through spikes
- Ticket, billing, or provisioning volume exceeds in-house capacity
- You want documented playbooks, QA sampling, and SLA reporting
- You want to keep network and pricing control and offload execution
- Volume swings with campaigns, launches, and seasonality
When Actigy BPO may not be the right fit
- You want a network or OSS/BSS software vendor rather than an operations team
- You expect Actigy to make pricing or network-engineering decisions
- Your processes are undefined and not ready to be documented
Why Actigy
Why do telecom teams choose Actigy BPO?
Documented & measured
Playbooks, QA sampling, and SLA reporting on every queue.
Built for spikes
Capacity flexes with campaigns, launches, and seasonality.
Cost-to-quality
Efficient delivery funds training and QA, not the lowest seat cost.
Delivery method
How does Actigy launch a BPO team?
From process audit to scaled delivery, with controls matched to your sector.
- 01
Process audit
We map the current workflow, volumes, systems, exceptions, and quality bar so scope and staffing are based on evidence, not guesswork.
- 02
SOP & KPI design
We document standard operating procedures and define the KPIs and SLAs we will be measured against before anyone touches live work.
- 03
Team selection
We assemble operators and team leads matched to your domain — finance, clinical, compliance, technical — and your tooling.
- 04
Training & knowledge transfer
We run structured onboarding against your SOPs, edge cases, and systems, with sign-off before the team carries production volume.
- 05
Pilot
A controlled pilot validates quality, throughput, and turnaround against the agreed KPIs. We tune the process before scaling.
- 06
Scale
We ramp the team to full volume with capacity planning, coverage models, and the reporting cadence agreed up front.
- 07
Continuous improvement
QA sampling, root-cause reviews, and monthly business reviews keep error rates down and throughput predictable over time.
Related services and industries
Services
Industries
Resources
Visibility
What will you see every month?
Outsourcing telecom operations should make quality more visible, not less. Actigy reports CSAT, SLA attainment, AHT, and backlog on a fixed cadence, so support and back office stay accountable — the same discipline whether you run an MVNO or scale like a SaaS platform.
- A QA sample of completed work, scored against the accuracy bar agreed at go-live
- SLA attainment — turnaround and throughput measured against your targets
- Volume, backlog, and exception trends, so capacity stays ahead of demand
- Root-cause notes on any error, with the SOP change made to prevent a repeat
- A monthly business review with your point of contact and the team lead
See how Actigy would run your telecom operations
Get in touch and we'll assess scope, complexity, staffing, and delivery cost — then propose a pilot to prove quality before you scale.
FAQ
Frequently asked questions
What does a telecom BPO do?
A telecom BPO runs high-volume customer and back-office operations for carriers, MVNOs, and ISPs — 24/7 customer and technical support, order and provisioning admin, billing and AR, and IT service desk — to documented playbooks with QA. Actigy executes the work while you keep network and pricing control.
Can Actigy provide 24/7 telecom support?
Yes. Actigy runs follow-the-sun coverage from Central and Eastern Europe with strong English plus additional European languages, so support holds SLA and CSAT across time zones and peak events.
Does Actigy work inside our CRM and billing systems?
Actigy operates inside your existing CRM, ticketing, and billing/OSS-BSS tools and follows your playbooks, so the service adapts to your tooling rather than forcing a migration.
Can you scale for campaigns and seasonal spikes?
Yes. Capacity flexes up and down with campaigns, launches, and seasonality, so queues keep their SLAs without permanent over-hiring.
How does Actigy keep support quality high?
Work follows documented troubleshooting and escalation paths, with QA sampling, CSAT tracking, and monthly business reviews. Recurring issues are root-caused and playbooks updated.
How is telecom BPO priced?
Actigy prices per FTE by role and coverage — not per ticket — with a Tech Lead on every team and the option of a managed team or staff augmentation. We quote after a short process audit.
Outsource the process. Keep control of the outcome.
Tell us what process you want to outsource. Actigy will assess scope, complexity, staffing model, and delivery cost.