What we do

Australia
3 Care
Technical and IMAD
Sales support
Collections
Retentions
UK & Ireland
Sales
Channel Support
Post Sales
Customer Care
Value Added Services (VAS)
Collections
Customer Retention
  • 3 India is a part of Hutchison Whampoa Ltd. We are a Customer Relationship Management (CRM) company that provides end-to-end CRM solutions to the customers of 3 in Australia, the UK and Ireland. Teams of multi-skilled customer service professionals interact with customers helping them to discover and use their 3rd Generation enabled ‘3’ phones and services.

  • Australia

    There are five main departments in the Australian CRM Operations: 

    1. 3 Care:

    - This is the department that is the first point of contact for the non business customers. This team is equipped with the knowledge of billing, handset and network related information.
    - To work in this department you need to be patient and should be able to put yourself in the customer’s shoes, besides having a basic understanding of billing and handsets.

  • 2. Technical and IMAD (India Modem And Data Support):

    - As the name suggests, this department looks after all Technical queries related to handsets, data cards and network.
    - To work in this department one needs to be technically qualified.

  • 3. Sales support:
    - The Sales support team works with the marketing team in 3 Australia and also the retailers based in Australia.
    - They assist the customers with activation, data verifications and timely deliveries of handsets.
  • 4. Collections:
    - In Collections we help customers pay their bills by offering them solutions that make paying their bills really simple.
    - Not just that, we also double up as a team that offers new products to our existing customers that makes the job even more interesting. ‘Collections’ has both inbound and outbound processes.
  • 5. Retentions:
    - The retention department comprises Consumer Upgrades, Priority Care Inbound and Priority Care Outbound teams. The roles played by each of them are as follows:
    - The consumer Upgrades: Responsible for retaining customers by extending their contracts through Handset
    upgrades.
    - The Priority Care Inbound: Manages high value customers with the primary focus of retaining them.
    - The Priority Care Outbound: Pre-empts handset and tariff plan related issues and solves them proactively leading to customer retention.

  • UK & Ireland

    There are seven main departments in the UK & Ireland CRM Operations:
  • 1. Sales
    - A dedicated team of individuals who generate sales over the telephone thus making direct selling an easy and convenient option for probable customers.
  • 2. Channel Support
    - The Retail Support team works in conjunction with the ‘3’ stores to set up new contracts
    - This makes life very simple and easy for customers and store representatives alike
  • 3. Post Sales
    - This team is responsible for the quick turnaround of the verification process leading to a faster activation of mobile services and number porting (using the same mobile number ported from a different network in 3).
  • 4. Customer Care
    - To enhance the customer experience, specific departments like PostPay, Billing and Technical have been allocated to manage various customer queries. The roles played by each of them are as follows:
    - The PostPay team manages the queries & complaints section apart from looking after the service change requests and delivery enquiries.
    - The Billing team manages the bills related queries.
    - The Technical Support team handles the mobile faults, SIM card concerns, Broadband and network related issues.
  • 5. Value Added Services (VAS)
    - The value added services provided by 3 are second to none for which we have dedicated teams selling lucrative Value Added Services to our customers.
  • 6. Collections
    - The Collections team enables customers to pay their overdue bills.
  • 7. Customer Retention
    - The Retention team manages the task of retaining those customers who either want to cancel the contracts or want an upgrade on their existing services.
    - This team is empowered to offer handset upgrades and contract renewal as part of the deal to retain customers.