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2201 BROADWAY, SUITE M3
OAKLAND, CALIFORNIA 94612
+1 510-679-3844

Business Summary

Number of employees
100+
Commercial Focus
B2B, B2C
Service Area
International
Retainer-based Budget
$1,000–$2,000
3 Reviews in Total
100%
0%
0%
0%
0%
100%
Positive

About Telecom, Inc.

Telecom, Inc., privately owned and in business since 1993, is a mid-size, full-service omnichannel contact center offering custom-built inbound and outbound solutions, with services delivered by experienced and educated, live representatives located exclusively within the United States.

What makes us different

OUR RESULTS - Everyone at Telecom, Inc., from our CEO to each representative, is engaged in a culture where excellence is the goal in everything we do. The ownership of tasks and the degree of engagement in striving to reach such lofty heights are key ingredients to our success.

DOMESTIC DELIVERY TEAM - If you’re seeking the most cost-effective and highest quality results on your contact center program, you want your outsourced delivery team to reside in the United States. Telecom’s employees speak fluent English, are expertly trained, and have advanced computer skills. 

ENTERPRISE EXPERIENCE - There’s no substitute for enterprise contact center experience. The in-depth experience of Telecom, Inc., in business since 1993, impacts many facets of a program. Successful adaptation of best practices based on experience will undoubtedly contribute to better results.

MID-SIZE STATUS - Telecom is considered a mid-size specialist, offering sufficient capacity to service programs requiring over 100 agents yet small enough to provide the personal attention our clients and programs deserve. You don't get lost in the shuffle with our company, we are the size that we are by design. Our size allows our company to offer you executive oversight on your program not typically found at other contact centers.

CUSTOM SOLUTIONS - Every partner we represent is unique in some way, and our customized call center services solutions are created uniquely for each client.  

At Telecom we assume the vital role of operating as an extension of your team. Undoubtedly your team has a preferred way of servicing your customers and has established best practices associated with doing so. We respect your specifications and are prepared to make modifications to our process to ensure the success of your program. 

SERVICE MODELS AND BILLING OPTIONS - Telecom provides our partners with different service and call center pricing models driven by scope-of-service needs, volume, contact arrival patterns (inbound programs), and knowledge required for an agent to be considered an expert, as delivered by the depth of training.

We provide three options and can consult with you on which model makes the most sense, driven by the factors noted above plus financial impacts and results, and we can always move to a different model if the scope of your project should change. We offer dedicated, shared and hybrid (consisting of dedicated and shared elements) models.

FLEXIBILITY - A successful contact center is capable of pivoting as a client’s program changes, and our flexible service models are designed with this in mind.

Our partner’s programs are fluid, often changing with short notice. Whether you need more (or fewer) people on your program, the addition of a support channel, a change to a process or protocol, modification of call flow steps, or revisions to reports, we are prepared to assist you. And we make your requested changes quickly!

DIVERSE WORKFORCE - Telecom offers a diverse workforce and serves a diverse customer base.

All of our employees provide service from within our California headquarters or home offices throughout the United States. Our average representative is 35 years old, has four years of experience, and is well-educated. 

We can deliver agents that fit your preferred profile. Our ability to deliver staff containing specific characteristics best suited for a program has a direct impact on the results stemming from our efforts.

Sometimes, agents with elevated technical aptitude or Tier 2 or Tier 3 levels of tech support, are required for specific programs. Having our headquarters in the San Francisco Bay Area allows us to draw our employee base from a highly diverse, educated, and technically astute labor market. 

Clients may also request agents who speak a second language. Telecom is able to source agents who speak Spanish, French, Cantonese, Mandarin, Tagalog, Vietnamese, and other Asian dialects without the added costs that some call centers may charge.

INDUSTRY EXPERIENCE - Telecom has extensive omnichannel experience in numerous verticals. The transferable skills among our agents and management are successfully applied to a robust customer base.

We work with a variety of different companies, our most notable experience includes:

Telecom is here to custom design, implement, maintain and evolve a successful program on your behalf, no matter how big or small it is. We serve the needs of businesses targeting consumers as well as businesses and offer inbound and outbound solutions, delivered by live agents. We provide a VIP level experience for every customer of a partner who entrusts us to service their valued customers, day and night, 24/7/365.

What We Do

  • Inbound Call Center
  • Outbound Call Center
  • Telemarketing
  • Virtual Receptionist
Location
Telecom, Inc. Reviews
06/16/2021
Validated by UpCity
Communication
10/10
Knowledge
10/10
Budgets
$10k+
Unknown
more...
Outbound Call Center

Overall Experience

Over the many years partnering with Telecom, they have proven over and over again that meeting their clients' needs is priority #1. They can be relied upon to handle day-to-day operations and are highly responsive to special projects, always providing key insights on how to make non-traditional programs work. Outstanding service comes from outstanding people, and Telecom has the best of them. They deliver solid results and make things easy for us, and we certainly like that…a lot.
Validated by UpCity
Communication
10/10
Knowledge
10/10
Budgets
Unknown
Unknown
more...

Overall Experience

Telecom has always provided us with great service and are very flexible in handling our calls the way we need them to.
Validated by UpCity
Communication
10/10
Knowledge
10/10

Overall Experience

I have worked with hundreds of contact centers as a consultant and Telecom is always one of my “go-to” centers based on their results, quality, responsiveness, and high client retention. Telecom consistently exceeds the expectations and program goals of the companies I place with them. Programs Telecom has provided services for are inbound and outbound, B2B and B2C, across phone, email, and chat channels. I highly recommend Telecom as a provider and feel confident you will have good experiences with them too.

Telecom, Inc. replied to this review

Thank you for your feedback and the kind words. We always appreciate your business and partnership!
3 Reviews in Total
100%
0%
0%
0%
0%
100%
Positive

Platforms We Support

  • Five9
  • Hubspot
  • Salesforce
  • ZenDesk

Who We Work With

Clients We Serve

  • Small Businesses: 1–250 employees
  • Medium Businesses: 251–999 employees
  • Enterprise Businesses: 1000+ employees

Types of Businesses We Work With

  • E-Commerce
  • Energy
  • Government
  • Hospitality
  • Retail
  • Travel