Industries We Serve
Telecommunications
We power telecommunication providers with flexible support and sales teams that scale fast, resolve issues quickly, and deliver exceptional service across every channel.
Tailored Support for Every Corner of Telecommunications
Whether you’re serving residential customers, managing business accounts, or powering enterprise-grade infrastructure, Infinity understands the unique challenges across telecom segments. Our outsourcing solutions are built around your goals, using expert teams, advanced analytics, and our proven Buyerlytics™ methodology to drive better outcomes across inbound sales, outbound engagement, lead generation, account support, and more.
Wireless Providers
Support millions of customers with 24/7 inbound care, technical support, and upselling strategies built around your product plans.
Internet & Cable Providers
Streamline activations, reduce churn, and increase customer satisfaction with scalable support across call, chat, and email.
B2B Telecom Services
Support complex products and high-value accounts with experienced agents trained to understand your enterprise offering.
VoIP & Cloud Communications
Improve onboarding, troubleshooting, and customer loyalty with expert teams who understand today’s fast-evolving platforms.
Powered by Precision
The Buyerlytics™ advantage for telecommunications.
Smarter CX, Less Churn
Personalized, proactive touchpoints that boost customer satisfaction and reduce switching.
Performance-Driven Teams
Your team is purpose-built using data from customer profiles, products, and service history to close more and serve better.
End-to-End Optimization
From first interaction to long-term retention, we use analytics and feedback loops to drive continuous improvement.
Visibility That Drives Results
Data and insights built to move the metrics that matter.
Infinity combines real-time reporting, campaign intelligence, and custom dashboards to help telecommunication leaders make smarter decisions. Our analytics-driven programs are optimized around what really matters, including revenue growth, cost savings, and customer satisfaction.
First Contact Resolution Rate
Measures the % of issues resolved during the first interaction, reducing callbacks and increasing customer confidence.
Upsell/Upgrade Conversion Rate
Quantifies how often we turn support calls into revenue opportunities.
Churn Rate
Tracks customer retention over time, so we can intervene before at-risk accounts leave.
Ticket Backlog
Keeps support teams lean and accountable with visibility into open, aging, and resolved cases.
Average Handle Time (AHT)
Monitors call efficiency and informs coaching strategies that drive faster resolutions.
CSAT (Customer Satisfaction Score)
A critical telecom metric used to assess customer perception and drive service-level improvements.
Purpose-Built Services
Specialized outsourcing that moves telecommunication providers forward.
We’ve intentionally built our service offerings to align with the needs of modern telecom providers. Whether you’re scaling support across regions, expanding your outbound pipeline, or improving lead quality, we offer services that meet your goals head-on.
Inbound Sales
Handle high-volume inquiries with skilled agents trained to convert calls into contracts.
Customer Service
Offer fast, friendly, and effective support that earns trust and builds loyalty.
Back Office Support
Keep your operations running smoothly with streamlined billing, provisioning, and account maintenance services.
Global Talent
Delivering global telecom solutions.
Just a few benefits:
- Serve customers in their native language across time zones and regions.
- Expand your operations without breaking your budget, especially during peak seasons or new product rollouts.
- Every agent, regardless of location, is trained to the same level of excellence, ensuring consistency at scale.
CASE STUDY: AUTOMOTIVE
Breaking into a saturated market with scalable inside sales.
Infinity partnered with a vehicle data provider to help them compete against a dominant market leader. Through a strategic trial program, dedicated sales team, and Buyerlytics™ execution, we delivered a 92% conversion rate, reduced sales cycles by half, and drove $208M in revenue.
Telecommunications
Frequently Asked Questions
What telecom services can Infinity support through outsourcing?
How do you handle high call volumes during network outages or promotions?
We build flexible teams with overflow capacity and 24/7 coverage. Our infrastructure can rapidly adapt to surges in volume so your customers get the help they need, without long hold times.
Can your agents handle technical support for telecom services?
Yes. Our agents undergo specialized training based on your product stack, network setup, and support processes. All of this is done to ensure they can resolve issues with confidence and accuracy.
How quickly can Infinity get up and running?
Our typical telecom onboarding timeline is 30–45 days, including team design, training, and systems integration. We prioritize speed without compromising quality.
Do you offer multilingual support?
Absolutely. We have access to multilingual teams across global locations, enabling you to serve customers in their preferred language, whether you’re focused on domestic or international markets.
How do you ensure compliance with telecom regulations?
We stay current with all relevant telecom regulations, including data protection standards like GDPR and CCPA. Our processes are designed for both compliance and quality.
Ready to Strengthen Your Telecom Advantage?
Infinity delivers the flexible teams, proven processes, and data-driven insights for your telecom business to scale efficiently and quickly.