Client Testimonials

Technical Support
(Software & Hardware support helpdesk for a leading UK based computer manufacturing company)

Objective: To provide L1 & L2 hardware support to customers calling on a toll free number and software support for calls being received on a BT premium number.

The Execution: We have a dedicated team of 20 Technical Support Advisors for hardware support and 5 Engineers for software support. The process runs 24x7x365 and we receive calls from both end users and business customers. All calls received are being routed via an advanced iPBX system and the information being stored on a customized CRM, provided by the Client. A dedicated Process Manager, a Team Leader and a Floor Support, along with the team of 25 executives ensure the effective and smooth functioning of the process.

Key Factors: The most challenging factor of the campaign was to keep the abandon ratio for software support calls to minimum. This was because the customers were calling on a premium number and were paying by the minute for support being provided. This was extremely beneficial for the Client. As the Client is very well known for high standards of service, we had to ensure that we maintain certain average call duration and earn the customers trust and goodwill for the Client while doing so.

Order Management
(Order booking, management and order tracking services)

Objective: To book orders on inbound calls, support customers to sign up for services online, track order delivery, up-sell on inbound enquiry calls and retain customers who wish to cancel the service.

The Execution: A strong team of 125 customer support staff with a thorough V&A, process and soft skills training has been handling the 4500 odd calls landing each day in our center. With multiple telecom links, a well-organized IT platform and seasoned team, we have been successfully running the show non-stop from the past 1 year.

Key Factors: The product being sold requires thorough knowledge and extreme customer handling skills, blended with the softness required for handling inbound calls and the aggression for making sales to prospects. Goals are to increase the services being offered to customers, enlarge the geographical area of services being provided and grow the staffing to at least 500 CCE's by the end of this year.

Customer Retention
(customer relationship and retention services)

Objective: To retain customers with the company and solve their billing or any other concern on the basis of pre-defined parameters.

The Execution: As this is a specialized process, we have staffed mature and industry specific agents. Although training does make an imperative impact, we had to ensure that the person speaking with the customer understands the practical situation of the caller and gives him the best solution, in the best interest of the customer and the Client. The team is also involved in drafting email replies to customers apart from inbound calls. A dedicated CRM has been customized for accurate and effective management of inbound & outbound calls and for email management.

Key Factors: Retaining an irate customer is the most important aspect of any business. It is very important for us to understand that we are the face of our Client and whatever we speak or act is a direct reflection of the QOS levels maintained by our Client with their customers. With a team of 10 agents, we have been successfully executing the campaign from the past 2 years, at a success ratio of around 70%.

Chat Support
(inbound chat support for a consumable product)

Objective: Live chat response to prospect enquiring about the services and support to existing customer.

The Execution: We have a team of around 60 chat support executives working round the clock to assist customers using our consumable product being sold in several countries. The chat screen has been customized as per the Client's website. Product related chats are assisted online. In case of any billing or other such queries which require access of the interactive CRM, the customer is requested to call on the toll free number to speak with a representative who could assist him in a better way.

Key Factors: We had a target to achieve 100/10 service levels which are very difficult to maintain as the chat graph varies extensively from time to time. Typing speed and grammar of staff is of utmost importance and needs to be worked upon regularly. To ensure the same, remote VPN access is provided to the Team Leader and quality guys to assist the agent via an alternate chat window. Populating the knowledge-base regularly is also an important exercise which is being followed regularly and helping us to reach desired service levels.