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International Processes
Post-sales SupportOur customers receive a world class service through our International Center for Customer Assistance with tri-lingual (Portuguese, Spanish and English) representatives. The International Center provides 24 hours a day, 7 days a week, 365 days a year support and call reception that offers desk support, field equipment service support, fault administration and general network operation services. Through this channel your multinational company has one point of contact for any requirement, through toll-free telephone access numbers for all the countries where Telmex has presence.
Each country has a Customer Care Center that is geared toward domestic, small, medium and large companies and follows methods and procedures pertaining to the country. Each Care Center is supported by a Local NOC. We will also provide you with an Escalation Process, which is a formal process that facilitates the resolution of complex problems while also making you an active participant in said process. It defines the triggers for taking the escalation process to the next functional level and outlines the roles and responsibilities of members of the escalation team. This process specifically defines the steps you may take to seek problem resolution within Telmex USA’s organization when it fails to satisfy the terms of the agreement. The circumstances may include performance targets, failure to deliver service as agreed, failure to communicate as required, etc. Escalation within Telmex USA will ensure resolution of your concerns or service issues within established timelines. |
