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Telecom & Utilities Support Outsourcing

We help telecommunications providers and utility companies manage billing complexity, service disruptions, and growing subscriber bases through multilingual customer support and L1/L2 technical troubleshooting.

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Why Us

Why Telecommunication Companies choose Mercatus

High-Volume Contact Management

 We deliver structured omnichannel support capable of handling large ticket volumes while maintaining performance consistency and customer satisfaction.

Technical Troubleshooting

Our L1 and L2 support teams follow defined troubleshooting models to resolve routine technical issues quickly and escalate complex cases.

Multilingual Coverage

With support in 25+ languages across EMEA, we help providers serve diverse subscriber bases while maintaining communication clarity, compliance alignment, and service consistency.

MERCATUS

Our Telecom & Utilities Support Ecosystem

Subscriber & Customer Support

  • 24/7 Omnichannel Assistance – Live chat, email, voice, and social media support for billing questions, service upgrades, account management, and contract renewals.
  • Installation & Activation Guidance – Guidance during SIM activation, broadband onboarding assistance, appointment coordination, and new service setup support.
  • Retention & Subscription Management – Handling upgrade requests, cancellation prevention, and subscription adjustments to improve customer lifetime value.

Technical & Operational Support

  •  L1/L2 Connectivity Troubleshooting – Structured troubleshooting for modem/router issues, connectivity disruptions, and device setup guidance, with escalation workflows for advanced technical cases.
  • Outage Communication & Escalation Handling – Coordinated communication during service interruptions with predefined escalation workflows to reduce customer frustration.
  • Back-Office Processing & Billing Support – Managing billing adjustments, service documentation updates, and ticket lifecycle tracking to reduce internal administrative burden.

AI & Workflow Optimization

  • AI-Assisted Ticket Prioritization – Integrated with client platforms to automatically route high-impact service disruptions and billing disputes.
  • Self-Service Automation – Implementation of self-service workflows for balance checks, payment confirmations, and service status updates while escalating sensitive cases to human agents.
  • Real-Time KPI Monitoring – Continuous tracking of first response time, resolution time, escalation rate, and customer satisfaction metrics.

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Results

30%

Reduction in Escalated Technical Cases

35–45%

Faster Resolution Times

Ultimate Security Guarantee

We value yoursecurity

Digital millennium copyright act

Digital millennium copyright act

A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.

GDPR

GDPR

Full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU.

ISO

ISO/IEC 27001:2022 Certified

Process certification that ensures clients’ data protection and management in accordance with global standards.

Why Choose

Why Telecom and Utilities ProvidersOutsource Customer Service

Manage Continuous High Contact Volume

Our scalable multilingual support solutions protect both customer experience and operations by maintaining fast response times and ensuring consistent SLA performance.

Improved Communication

We deliver structured incident-response support with predefined escalation paths, aligned messaging, and real-time coordination with technical teams.

Reduced Operational Costs

We convert fixed staffing costs into a flexible, demand-based model aligned with actual contact volume. Defined KPIs and structured oversight ensure measurable and controlled performance, delivering cost efficiency.

Enable Internal Teams to Focus on Innovation

We operate fully managed customer support, including quality oversight, KPI tracking and continuous performance monitoring, allowing internal teams to concentrate on strengthening their long-term service.

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With team Mercatus you are in good hands! The first months after you change over a large team like an entire call center, you will be involved in reallocating roles.