Domestic Call Center
Indian call centers exceed customer delight through dedicated services, organization values, quality improvement, latest technology and international practices.
Indian Call Centers offer state-of-the-art technical infrastructure, easy scalability and proven methodology which makes it a Call Center par excellence. Keeping in mind the diversity of the country’s populace and to cater to the different segments of the society large number of call centers offer their services in regional languages like Hindi, Punjabi and so on. This is for targeting the specific segment of the society.
The centers are equipped with reliable energy feed with 100% backup and end-to-end fiber connectivity up to the last mile, to ensure uninterrupted 24x7 working.
The facilities are designed for integrated Internet and voice-based support as per best national practices. The unique modular design of our workspace and dedicated infrastructure enables us to provide specifically demarcated space for each of our clients.
The workstations are modular in design and equipped with a personal computer, (pre-installed with customized project-oriented software in addition to standard systems and accessories) and a high quality hands-free telephone instrument.
The following is a brief description of the infrastructure we have
:-
- Dedicated modular workspace for our clients
- Business Continuity Process Strategy
- Alternate Call Routing Facility
- Dedicated and reliable Power Supply Link supported with UPS
- Online monitoring through closed circuit security cameras.
- Proximity Card/Swipe card access system with different levels of access for security reasons.
- Well-defined fire exits and advanced fire-protection systems.
- Recreation area and 24 x 7 Cafeteria.
Delivery
BUSINESS SOLUTIONS offered
- Customer Relationship Management (CRM)
- Inbound marketing responses
- Campaign Management
- Customer support - Help Lines
- Service Management
- Field Force Management
- Customized Software Solutions
The services are individually designed and customized for each client organization. With the right combination of people, processes, knowledge sharing and technology the centers provide cutting edge outsourcing solutions, thereby ensuring significant cost savings in the long term. Our Transaction processing solution ensures that our client's manpower is free to contribute towards their core business. We undertake complete back-end transactions and forms processing services. By understanding client's need to simplify business processes we save time and money and most importantly improve customer service. The Indian Call Center has the capability to streamline and enhance mission-critical operations and has customized solutions for different industry verticals.
Operations:
Several first-time international customers of are now repeat clients due to our processes that deliver quality on time and within cost. This expertise is part of Indian Call Centers’ service backbone. A typical process flow after the Contractual sign-off goes like
Knowledge Transfer :
- Domain experts understand client processes in detail
- Process mapping followed by re- engineering as needed
- Process understanding is confirmed by both sides
- Design Solution
- Developing a process migration strategy
Transition :
- Coordinate training, operations and quality control teams to design pilot programs
- Seamless technology integration
Pilot :
- Implement Pilot
- Monitoring quality standards & performance
- Reporting
- Quick scaling of projects from the pilot to full-scale development
Production :
- Deliverables conforming to benchmarked quality standards
- Ongoing monitoring of quality and performance
- Rigorous reporting and analysis
Verticals-Industry Segments
New account processing : This involves setting up of customer accounts by processing the same information received via inbound & outbound calls. This business is leveraged by businesses for several types of products like private label Credit cards, dual cards, retail finance cards, home loans etc.
Customer Account Management : Extensive service specifically designed for different types of Credit card products. To process and update account information for a complete range of customer requests through multiple sources from Inbound customer care.
Account Origination & Selling : Clients from several industries can leverage outbound telemarketing service to identify customers from a vast list of contacts and maximize sales.
Loan request : The call center would capture the data of customers that call in for Loan Queries. Outbound calls would be made to these customers. The objective of these outbound calls would be (a) to know the status of the Loan Request Inquiry (b) to co-ordinate with the respective Financial Institution to fix an appointment for the customer. The aim is to facilitate a meeting between the bank representative and the customer.
Complaint Resolution Cell : Seats can be allocated to the call center, which will look into 100% resolutions of all customer complaints and queries.
Welcome Calls : The call center can give outbound “WELCOME” calls to all new account holders.
Insurance : Indian Call Centers provides end-to-end solution for increasing the customer base by selling various insurance products.
New Business (Policy) Origination : Insurance Companies, which have outsourced the origination of policies, including Life Insurance, Long Term care, Mortgage Insurance, Health Insurance etc.
Post Issue Service : To provide comprehensive servicing capability for a variety of Insurance products like Health Insurance, Group Insurance and Individual Life Insurance like Term Life, Whole Life etc.
Claim Processing : To offer claims processing services for insurance products and enhance customer experience through accurate analysis and timely claims processing.
Telecom : The centers manage the entire Customer Life Cycle for leading Telecom service providers. This includes Back Office Processing and Voice based Processes
Travel & Tourism : The centers deliver customer support services for an International Airline with a worldwide network. All customer calls originating from domestic sectors are exclusively handled by company personnel.
Retail : The call centers handle Inbound Customer Service and Support calls for some of the largest online resellers in the Wireless Telecom segment. In addition we offer end-to-end Rebate Processing and tracking services.
The centers set up revenue based, pre sales enquiry desk, taking care of all the partners, who have signed up with Customer Information Center.
Inbound Module : The Inbound Module is the module used by CSR while he attends inward calls from customers, dealers and respond to their queries, provide necessary information and manage orders.
Outbound Module : The Outbound Module is used by CSR to make calls to customers, dealers and obtain feedback for assignments and leads that are generated.
Food & Beverages : The main objective is to achieve customer satisfaction by giving errorless services from the time of placing the order till the meals are delivered.
Miscellaneous Activities handled by Indian Call Center include:
Inbound Activities:
- Order taking for delivery
- General Queries regarding product availability & delivery areas
- Complaint handling for delayed orders, product quality & other issues.
- Calls escalation to TL & then the process owner.
Outbound Activities :
To give customer a verification call for bulk orders
To call up stores to give orders in case of transmission failure, to check the status of delayed orders & to escalate the calls which are to be handled at store level.
To call up the customers & give them the status for the delayed orders after confirming with the store.
Consumer Durables :
The call center can manage the complete sales cycle and customer support services to their end customers as well as co-ordination and follow-up with their channel partners.
Healthcare :
The call centers provide Helpdesk services and Product / Technical support to end users of a software solution for Medical Practice Management. Our support executives currently serve the needs of over 30,000 physicians and healthcare providers.
MEDIA/Satellite Channel :
Interface between the channel and its viewers for various satellite channels. The Indian Call Center provides Inbound service to capture the details of viewers. The call center can provide telemarketing services (awareness campaigns and loyalty programs) for the mass audience of the media industry. |
