Project Description

As per the current "telecom deregulation act", BT being overloaded with customers and thus to maintain their service level delivery they have ventured into distribution of its customers to other organizations who with their own capabilities can render services to the BT customers. This Telco has ventured with BT and thus procured a part of its customers to render services.

Seats Required Minimum Seats Allotted 10 To 25 Seats
Payout GBP 6/Hour/Agent 
Type of Project

  Processes Transition - Customer Service Repair Tasks to be Executed

• Layer 1 and Layer 2 Troubleshooting

• Router installation and configuration

• Open Trouble tickets

• Handle Kit Issues

• Schedule Dispatches 

• Escalate with support departments  Key Deliverables

• Perform various test and support Of B2B and B2C

• Troubleshoot wide range of Layer 2 repair issues 

• Create & Escalate

Processes Transition – TT Management

Tasks to be Executed

• Transitioning of New and Assigned Ticket

• Scheduling Dispatches

• Follow up and Escalate TT

• Test and Close Resolved TT

 Key Deliverables

 Provide Back end Tech support for Repair

• Perform various test and support

• Perform end to end testing on consumer Line

• Handle provisioning issues post order closure

• Perform Layer 1 and 2 Trouble shooting on 

Turn Around Time

8hrs x 30 days as of now; graduating towards 24/7 shift

Technology used

Processes Transition - Tier1 Repair

Tasks to be Executed

• Layer 1 and Layer 2 Troubleshooting

• PC trouble shooting

• Installation and configuration

• Opening Trouble tickets

• Handling Kit Issues

• Scheduling dispatches

• Troubleshooting Voice issues

• Escalating to support departments

 Key Deliverables

• Provide end to end support to Fixed Line phone and Broadband customers

• Identify and Diagnose DSL issues 

• Perform Layer 1 and Layer 2 Trouble shooting

• Support Installations

Certifications Required

Required Documents with LOI:

•Complete Company Profile along with strength of seats and  Past experiences. 

•Detailed Technical Specification of Server and Setup.

•Data Security provisions in the Company. 

•Dialler specification (Confirm whether you have the capability of  3 way conference, e-messaging, silent, Calling message, CLI display, hosted or premises)

•Bandwidth facilities (Internet Redundancy if any) 

•Power backup facilities available. 

•Certification(s) (if any)


Payment Frequency 30 days
Training & Support Online 
Advance payment Advance Payment On Going Live
Challenges faced 18 months revised after 12 months based on performance


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