Internet Service Providers

Internet service providers – both broadband and dial-up – are facing a starkly different environment than that of several years ago.  Service providers are waking up to the realities of increased competition for a limited number of subscribers.  Tomorrow’s market leaders are now realizing the critical role played by their call centers to attract, retain, and grow the customer base. With more than 11 years of experience, Alpine Access has proven success helping Fortune 500 clients accelerate their growth and profitability through increased customer satisfaction and loyalty.

Unprecedented Quality at a Lower Cost

ISPs are now confronted by slower subscriber growth and price erosion, while at the same time customers are looking for better technology, higher speeds, and more reliable service.  When these customers have a problem – from a billing issue to an address change to a faulty modem—they want their issue resolved on the first call by a professional and courteous call center agent.  Unfortunately, many ISPs have made the mistake of sending these calls to poorly trained and under-supervised offshore agents. The result: frustrated callers, low first call resolution, poor CSAT scores and more than double the rate of customer churn.

A seasoned, onshore agent can make the difference between retaining a customer and losing one. Typically, Alpine Access agents have 15 years of work experience and over 80% are college educated. Our exceptional agents directly contribute to your bottom line by creating more loyal customers, increased RGUs and higher ARPU—all at a substantial cost savings to brick-and-mortar alternatives. Many of our Fortune 500 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 the nation’s leading internet service providers.

Channels

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

Call Types

• Sales
• Account activation/inquiries
• Order 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