Call Center Outsourcing

Call Center-Outsource-India is a quality focused outsourcing service provider. We help our brand conscious clients reduce service expenses and improve customer data security and service satisfaction. Our service model makes customer satisfaction more affordable by aligning the right resources, technology, and processes with client needs and end customer interaction.

Call Center-Outsource-India manage customer care services and back office processes in the domains of banking, insurance, financial services, travel, technology, telecom and retail. Our services include customer care, technical support, data conversion, collections, telesales, transaction processing and other value additions.

Call Center-Outsource-India continually strives to enhance the value to our clients and the end-customers we share. Through operational excellence, technology innovation, and global skill set sourcing; Call Center-Outsource-India provide greater end-customer satisfaction and incremental client revenue at a reduced cost.

The BPO industry is one of the most challenging businesses to be in and requires outstanding execution skills. Call Center-Outsource-India has mastered the art and has sustainable competitive advantage through strong fundamental practices that are an integral part of our operational model. These practices envelope the entire spectrum of our business model and are focused on building high client satisfaction through high-quality service delivery and value addition to their businesses.
Ensuring successful migration and implementations-

Call Center-Outsource-India has developed a comprehensive and detailed methodology for transitioning and implementing the client’s projects. This structured process enables strong adherence to project implementation timelines, high quality of implementation and better understanding.
Servicing your needs with competency-

Call Center-Outsource-India has exceptional experience in managing transactions and contacts in a high-volume environment. Call Center-Outsource-India has gained experience in scaling multiple pilots ensuring high-quality service delivery and adherence to Service Level Agreements.

Core Competencies

Call Center-Outsource-India offers a host of integrated remote support services. These include customer care and technical support through multiple communication channels, backend transaction processing, outbound collections and telemarketing.

Call Center-Outsource-India is uniquely positioned to service the wide spectrum of inbound and outbound customer interaction and back office processing services to both retail and corporate customers.

Our support for various processes has been clubbed under the following broad services:

Customer Care
We help our clients establish benchmarks in world-class customer service. At Call Center-Outsource-India, every agent / associate strives to bring exceptional experience to the client’s customers and provide first contact resolution.

Our host of customer care services helps in establishing and maintaining "customer relationship management". The scope of services vary from simple queries (accounts details and maintenance, information on products and services purchased, travel services required, service changes / swaps) to complex questions (escalations, premier queues). The customer care arm also provides inbound sales including cross-sell and up-sell services. This has generated significant revenues to our clients.
We provide exceptional experience in:

Technical Support

Call Center-Outsource-India is providing all levels of technical support for businesses and consumers. This includes providing services for simple customer service, product information requiring specialist knowledge and complex issues management. The services also include tech-support related to escalations and high-end queries.

Provide step-by-step guidance to queries on :

Call Center-Outsource-India has implemented both inbound and outbound calling processes for our financial services clients. The outbound calls are made for the 1st and 2nd stage collections from prime and sub-prime mortgage customers of the client"s home mortgage products. The calls are made to delinquent customers to gain a promise to pay or when acknowledging the payment.
The agents handling these accounts are fully compliant with the Fair Debt Collections Act.

Telesales / Telemarketing

Call Center-Outsource-India do outbound direct marketing campaign, selling home equity loans to target consumers, telesales for extended warranty, welcome calls, insurance calls, selling the services related to partner programs and promotions and sales referrals.

Domain Expertise

Call Center-Outsource-India has gained experience and brought best practices to various processes in the domains serviced. We provide a wide array of inbound, outbound and back-office services to clients in the financial services, insurance, technology, telecom, retail and travel and hospitality verticals.
Call Center-Outsource-India seeks to work as a partner with each client, delivering cost as well as quality benefits that have a long-term impact. Our Project Management, People, Processes, Platform, and Performance framework allows us to scale very rapidly and deliver quality customer service on time, every time.

Financial Services

Call Center-Outsource-India is providing support for a wide array of banking and financial services products and services. Our strong focus on speed of execution along with process improvement and quality control has provided the transformational benefits of outsourcing to our clients.
Some of the services include

E-Commerce & Retail

Call Center-Outsource-India has significant experience in delivering customer satisfaction in a high volume environment and provides scalability with flexibility. Call Center-Outsource-India have the unique distinction of servicing diverse product ranges of online retailers and retails chains from books, toys, electronic products, Internet properties to education savings.
Some of the services include-

Call Center-Outsource-India understands that the travel and hospitality industry is very dynamic and the competition is increasing with the newer distribution models available. The agents / associates at Call Center-Outsource-India help in fulfilling customer demands thus ensuring customer loyalty. We have the necessary competencies to deliver superior service for our clients in airline, hotels, car rentals and travel management companies.
Services include –

The spectrum of services includes customer care, technical support and outbound programs. Given below are some of the services we provide:

Data (Back-office and Transaction Processing)

Call Center-Outsource-India provides backend support and processes a high volume of transactions for its clients. Our systematic approach towards training, quality control and service delivery helps our agents / associates process transactions and consistently perform above the clients" enterprise averages. We delivery high accuracy and provide support in:

• Research, analyze and resolve queries
• Claims registration, processing and adjudication
• Correspondence management
• Liability processing
• Account verification and confirmation
• Information validation
• Application processing

Email Support Services

Email can be a true asset for companies that handle large volumes of customer interaction and support. Cost-effective, digitally archived, and increasingly accessible, email provides a comfortable means to communicate
.
When email is mismanaged, however, it can slow productivity and discourage customers. While Internet customers expect an acknowledgement of their contact within one hour and an actual response within twenty-four hours, an ICSA/e-Satisfy.com study shows that approximately forty-percent of customers never receive a response at all!

By providing the proper tools to our staff of expert support engineers, Call Center-Outsource-India can help your company leverage the best qualities of email and eliminate the potential drawbacks.
Effectively exploiting the power of email will have a profound effect on your company by delighting your customers and drastically lowering your support costs. Call Center-Outsource-India helps you harness the true potential of email.

Delight Your Customers

Our Support Engineers will respond to your customers' emails in a friendly, professional, and personalized manner. When Call Center-Outsource-India takes over your email support, your customers will be more inclined than ever to email for support.

Quickly Respond to Every Inquiry

Call Center-Outsource-India will guarantee a personalized response to your customers' emails within a mutually agreed upon amount of time. Additionally, each incoming email will trigger an auto-response to your customer that acknowledges the problem and describes how to track the incident online.

Efficiently Route Email

Incoming email messages are routed to the proper recipients within Call Center-Outsource-India or your organization. For example, support questions will remain with Call Center-Outsource-India, thank you letters can be forwarded to your marketing department, and business proposals can be sent to your business development team.

Retain More Customers

Call Center-Outsource-India can write emails to follow-up on customer cancellations. These emails are intended to discover reasons for leaving and to help retain lost buyers. When customers express anger or frustration with your company, Call Center-Outsource-India can send personalized apologies for damage control and customer retention.

Control Spam

Call Center-Outsource-India can filter out unwanted messages, mass emails, and other distraction.

Provide Seamless Support

Email messages will contain your company's greetings and closings to ensure seamless integration with your existing support mechanisms.

Live Chat Support Services

Well implemented chat support has the potential to combine the best qualities of email and voice. Live, cost-effective, and web enabled, Call Center-Outsource-India Chat Support gives your customers a means to communicate over the web 24/7. Without hanging up from their Internet connection and without waiting for an email response, your customers will love the ease of use and accessibility of live chat support. As more and more of your customers gladly shift from phone to text-based communication, you will watch customer satisfaction rise as support costs diminish.

Better Support Your Customer Online

With the click of a button, your customers can text chat with a live Call Center-Outsource-India representative at an hour and without having to download any additional software. Because most issues can be resolved over the computer, live chat is a perfect means to immediate resolve customer issues.

Chat with Netiquette

Call Center-Outsource-India support engineers are trained in proper chat netiquette to best serve your customers. Polite and intelligent, our staff will work to quickly resolve your customer's problems.
Proactively Assist Customers

Support engineers can push web pages to your customer's browser in order to help him/her locate useful or requested information. Additionally, we are able to monitor a customer's activities on your web site. If your customer appears stuck on a particular technical support page, for example, a support engineer can interrupt a user's session by offering to chat with them.

Know Your Customers

When a customer triggers an interaction with one of our support engineers, information about that customer appears on the engineers screen, facilitating a more personalized, effective session. With an integrated support system, your customers will not have to repeat their issues if they have previously emailed, chatted, or called.

Quality Process
Our quality initiative is designed to keep our projects running smoothly and our clients happy. Our Quality Control team makes sure that we are following SLA's (Service Level Agreement) with our clients by monitoring, evaluating and reporting on the output from our service delivery team.
Customers value consistent, predictable business processes that deliver world-class levels of quality.

The three key elements of quality - Customer, Process & Employee

The Customer - Customer expect performance, reliability, competitive prices, on-time delivery, service, clear and correct transaction processing and more. In every attribute that influences customer perception; we know that just being good is not enough. Delighting our customers is a necessity. Because if we don't do it, someone else will!

The Process - Quality requires us to look at our business from the customer's perspective, not ours. By understanding the transaction lifecycle from the customer's needs and processes, we can discover what they are seeing and feeling. With this knowledge, we identify areas where we can add significant value or improvement from their perspective.

Our Continuous Improvement team seeks out opportunities to improve efficiencies and effectiveness by providing recommendations regarding our people, our processes, and our technology. Our CI Team analyzes and reengineers our processes to ensure short cycle times and efficient, effective service. And we top it off by synchronizing our technology to our processes.

The Employee - People create results. All our employees are trained in the strategy, statistical tools and techniques of Six Sigma quality.