Dublin based content provider, TLI recently switched their customer care to 1300helpdesk.com.au. TLI utilised off-shore call centres as a cost reduction measure. However, on a number of occasions the call centre company was lax in adhering to new regulations. As a result, responses by their customer care team were non-compliant. These short-term cost saving measures nearly cost TLI their market leading position in the Australian PSMS entertainment sector.

TLI’s PSMS short-code was suspended for a period of time due to a subscription cancellation request not being fulfilled in time. Further, the execution of this cancellation was non-compliant which resulted in the matter being escalated to carrier level. Unfortunately, even after rectification of the non-compliant procedures and short-code reactivation they were unable to achieve previous revenue levels, despite increased marketing efforts.

TLI could have secured an uninterrupted revenue stream and limited regulatory intervention by partnering with a locally based, market aware customer helpdesk.