http://www.hcltech.com/business-services/overview~More on Business Services Billing ,Receievables and Revenue management services are key to telecom service providers to ensure higher customer satisfaction in todays ever changing competitive world. Download our Telecom Services Brochure to understand on how HCL's Billing support services can help you get an edge over competition

1. HCL's Billing Support Services
Competent Billing Management
Proficient billing and Receivables management puts Telecom Service Providers in command of their business, thus empowering them to thrive in an
increasingly competitive and aggressive market environment. The production of timely and accurate bills, payment processing and payment collections
are very decisive and significant. In addition, other major processes like handling customer inquiries about bills, providing billing inquiry status, and
resolving billing problems in a timely manner are very critical from a Customer satisfaction perspective.
§Billing & payment errors §Streamlining the collection §Inadequate clarity on the bills
§ status query
Bill processes – especially for multiple
§Cost of query handling §Reduce cost of reminders services
Key §Enhancing customer and collections §Lack of audit trails
Challenges satisfaction §Efficient monitoring and §Inadequate credit audits
§Skilled manpower to address collection strategies §Lack of follow-up on services
all types of billing queries §Ensure low bad-debts rendered charges
§Reduce Customer Churn
Service Offerings Billing Receivables
Management Management Revenue Assurance
§Ensure judicious and §Administrating follow-up with §Ensure charging for services
effective fulfillment of all customers having overdue rendered for each customer
customer bill inquiries, amounts §Conduct audit trails and
billing disputes and §Arranging and monitoring credit audits
complaints payment plans §Facilitate verification and
§Ensure customer satisfaction §Facilitating payments reconciliation process
HCL through FCR* through various means – §Address clarification and
Solution §Trained agents to handle all Credit, Debit, Cheques etc. ensure FCR*
types of queries §Reduction of reminder costs
§Support up-selling activities by efficient FCR*
§Raising charges based on §Revenue protection by
scale of time for engineers' offering direct debit process
site visit
* FCR - First Call Resolution
Business Benefits
HCL Advantage
? Productivity and Improved quality of service:
Enhanced
Billing support services focused on delivering business metrics
? ? Experience Scores – 95%
Customer
as opposed to focus on process metrics ? operations productivity through Call Handling
Improved
? and scalable delivery platform to partner with clients in
Flexible Time (CHT) reduction and increased floor discipline
their growth
? FCR and Reduced Average call handling time
Improved
? impact of services on cost and revenues
Positive
(AHT) by 25%
Processes to measure and enhance end-customer satisfaction
?
? turnaround time for Billing disputes from 54 days
Reduced
? intra-industry best practices are used as standards for
Inter and
to 3 days
ensuring process efficiencies
Ensure revenue assurance through direct debit:
?
? enrolment for direct debit option
Increased
Financial Impact: In a repairs Billing campaign, various
Debit Card Collections of total contacts increased from 2%
?
process improvements have resulted in about USD 14 to 4% within three months
million released to the Client as revenue.

2. HCL Technologies Limited - BPO Services
Case Study
Client Background: The Client is the largest Drivers for Outsourcing
communications service provider in the United
Streamline the Billing Process
?
Kingdom. With USD 40.15 Billion revenue and 28
million customers, it is the dominant fixed line ? Customer enquiries and complaints
Handling
telecommunications and broadband Internet Enhancing Customer Satisfaction
?
provider in the United Kingdom and operates in ? cost for handling Customer Billing Enquiries
Reduce
more than 170 countries
Large customer base - spike in volumes
?
HCL Solution
Billing Help Desk
? caters to Inbound billing enquiries, Complaints & Provisions
Help desk
? Type: Billing & payment support, Customer complaints, Calling Features/ Plans, Order processing & placement
Key Call
for customer Premises Equipment, Claims & Refunds and Disputes & calling features
Up-skilling of advisors to resolve all types of billing enquiries and complaints
?
? forecasting and scheduling methods in place
Efficient
Billing Dispute Management
? Campaign managing Billing Disputes
Blended
? Queries related to any amount that is billed and disputed by the customer
Resolve
? Complaints related to time -related charges disputed by Customers
Resolve
Repairs Billing
HCL is involved in raising charges based on the
scale of time that engineers spent in repair/
installation of phone lines, equipment etc. These
charges would reflect in the Supplementary bills
sent to customers. Results
HCL handles planned and unplanned services for In Billing help desk, productivity improvements have
?
Simple, Medium and Complex work types. resulted in delivery of additional capacity of 1200 billing
The bills raised depend on: queries/ day across all Billing enquiry queues
Complexity of work type
? Expediting cash flows through up-selling
?
?of the engineer
Skill set Identification of delays to the Bill Processing System
?
[Cash flows] and Process Redesign to minimize the Lead
Peak/ Non- peak period
?
Time. This had directly resulted in a backlog reduction
Time spent onsite
? from over 3000 cases to 500 cases
Spare parts replaced
? ? accuracy has increased to 95% and the number of
Process
Both Business and Retail Customers are serviced
? discrepancies has been reduced
About HCL
HCL Technologies is a billion dollar leading global IT services company, working with clients in the areas that impact and redefine the core of their businesses. Since
its inception into the global landscape after its IPO in 1999, HCL focuses on 'transformational outsourcing', underlined by innovation and value creation, and offers
integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and BPO. HCL leverages its
extensive global offshore infrastructure and network of offices across the globe to provide holistic, multi-service delivery in key industry verticals including Financial
Services, Manufacturing, Consumer Services, Public Services and Healthcare. HCL takes pride in its philosophy of 'Employee First' which empowers our
transformers to create a real value for the customers.
Want to know more on HCL's Billing Support Solutions
www.hcl.in www.hclbpo.com
Contact us at: telecom.bpo@hcl.in