MDS has a unique staffing “niche” which is aligned to accommodate Consumer and Business IP service providers in the area of customer care. This service generally focuses on providing IP Network Services from provisioning (test & turn-up) through Level 3 troubleshooting with a heavy concentration on Cisco technology. Customer Care staffing services are typically aligned to support telecommunications clientele (ILECs and CLECs) in the area of VoIP, Broadband Data and Wireless technologies.

MDS has extensive knowledge and experience of customer care processes including escalations, performance metrics, MACD requests and order/ticket management.

We have provided staffing services in this area for both ad-hoc requests as well as volume team build-outs. On many occasions business demands drive a customer’s need to significantly increase the number of customer care agents under very aggressive timeframes. MDS has successfully provided volume staffing services where required in the area of IP Customer Care.