Telecommunications
BPO for telecommunications in Portugal and the Lusophone world
High-volume service, retention, technical support and portability support, in European and Brazilian Portuguese.
The pressure on telecommunications in Portugal
Average handling time is the easiest metric to improve and the easiest to improve the wrong way: close fast, reopen next week.
Retention is where the value is, and it needs an agent who understands the product rather than one reading a discount script.
What we run
- First-line service, by voice and in writing
- Level 1 and 2 technical support with defined escalation
- Retention and cancellation request handling
- Administrative support for portability and contract changes
What we do not do
We do not measure handling time alone. If a contract insists on that metric in isolation we will say it degrades the service, and propose measuring repeat contact by root cause as well.
Delivery models that suit telecommunications
Onshore Portugal
When data cannot leave the EEA, or when the end customer is Portuguese
Stay inside the EEA. No transfer.
Brazil
When scale and cost are the priority, or the market served is Brazilian
No adequacy decision. Requires standard contractual clauses and a transfer impact assessment.
Lusophone corridor
When you operate in Angola or Mozambique and need European governance
The Lisbon tier stays in the EEA. Local operations require standard contractual clauses.
Global network
When you need continuous cover, specific languages or the lowest cost
Poland is inside the EEA. The others require standard contractual clauses.
Most requested services in this sector
- Customer supportContact centre operations in Portuguese, English and more than thirty languages, across voice, email, chat and social.
- Technical supportLevel 1 and 2 support for software, telecoms and hardware products, with structured escalation.
- Credit and collectionsAmicable collections and arrears portfolio management, respecting the applicable rules and the commercial relationship.
- Back officeAdministrative processing, document management, data entry and internal operations support.
Frequently asked questions
Do you do retention?
Yes, with scripts you approve and clear limits on authorised discount.
Do you cover 24 hours?
Yes, across several hubs in different time zones.
Do you serve the Angolan market?
Yes, through the Lusophone corridor, with coordination in Lisbon.
Which metrics do you report?
First-contact resolution, repeat contact by root cause, satisfaction and time, in that order of importance.
How long does it take to start?
Four to eight weeks in Portugal and three to six in the global hubs, from a signed proposal. Transition begins by documenting the process, not by transferring it.
What is the minimum size?
Three full-time people for a dedicated team, which is the minimum to cover holidays and absence. Below that we propose a shared team.
How is the service measured?
Against metrics agreed before the operation opens, with a threshold below which we enter a recovery plan. It is not a conversation that starts when the client complains.
What if we want to end it?
There is agreed notice and a written reversal plan. The process documentation is yours from day one and leaves with you.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
We reply within 6 hours on working days. If you would rather write: info@corpshore.solutions