80% companies use customer service as a way to differentiate themselves from their competition. More than 70% of all customer interactions are handled in call centers. A call center executive talks to more customer on any given day than any other person in the organization. Hence choosing the right call center for your business is a critical step in delivering a world calls and unified customer experience.

The following three factors should be considered carefully while choosing the right call center for your business:

Contact us for a free assessment of your call center outsourcing requirements.

The Business Process Outsourcing industry in the last few years has significantly moved away from low-end call center work and transaction processing to handling a whole new range of complex and high end business processes. Quoting Raman Roy, one of the pioneers of the BPO and BPM industry, "This industry has moved strides ahead of being a labor arbitrage industry. The re-branding was to actualize what has been accomplished in the work. The re-branding is not complete." Transitioning from BPO to BPM is work in progress and NASSCOM estimates that the BPM industry will touch $50 billion by 2020.

What is Business Process Management (BPM)?

BPM is a disciplined approach to identify, design, execute, document, measure, monitor and control both automated and non-automated business processes to achieve consistent and targeted results aligned with the organization's strategic goals.

The BPM Life-Cycle

​Not having enough business and a prospective client pipeline is a common problem most SMEs come across. We work with start-ups and SMEs to build an integrated sales process, a system that brings in qualified leads and sales. 

​Most small companies do not invest in a dedicated business development team. The owners or partners end up managing the sales process. While budget constraints do not allow them to hire experienced sales professionals or set up a business development team, it is essential for them to have a well defined sales strategy.

​Having worked for clients from various industry verticals, we follow a structured sales process to create a client pipeline and convert prospects into customers.

Contact us to get a free quote for your sales and marketing requirements.

Time and again we stress on the fact that internet and social media have remarkably changed how we communicate. Customer reviews and complaints are no longer “internal and restricted”. They are out in the open, easily accessible on the World Wide Web, by existing customers, prospects, analysts, journalists and competitors.

Let’s review the following customer complaints:

Online Shopping:

“I had an order with XXXXXX (ORDER NO: XXXXXXX) which I placed on 22 Dec, 2015. However it was cancelled on 26th Dec stating out of stock. My concerns are: Did we realize that items are not available after 5 days?  Even though it was stated that shipping happens in 1-2 days. How do I see 2 of those items still available on your website?  Pics attached along with today’s date. The third product was showing out of stock as only last one left when I ordered it, hence can believe on that part. They initiated a refund for this, which I haven't received yet.” 

88% of consumers trust online reviews as much as personal recommendations. The local consumer survey 2014 conducted by BrightLocal reports that nearly 9 in 10 consumers have read online reviews to determine the quality of a local business and 39% do so on a regular basis.

More people are writing reviews and more people are reading reviews.

​Does your business attract online customer reviews? Are you doing enough to manage your online reputation and customer experience?

​Insurance companies across the world are looking at ways to reduce cost and improve the quality of service to their customers. Our insurance outsourcing services help clients drive membership, customer satisfaction and revenue. We offer a host of voice and non-voice contact center solutions for the Insurance domain including customer facing front-office services and back office support.

​We provide end to end support - new customer acquisition, policy services and customer care, policy administration and back office support.

Six Sigma, developed by Motorola in 1981, is a set of strategies, techniques and tools for process improvement. It originated in the manufacturing sector but has proved beneficial and has been deployed extensively by companies in the services sector. The BPO industry has been no exception and has benefited immensely in terms of productivity gains, customer satisfaction and revenue benefits by deploying a six sigma culture.

The Sigma level denotes quantitatively how well a process is performing within customer specifications. To achieve Six Sigma, a process must not produce more than 3.4 defects per million opportunities.

How is Six Sigma deployed in the BPO industry?

Increasing end-user and customer satisfaction (CSat) is one of the most important activities for every service provider. CSat as a KPI (key performance indicator) has a lot of prominence in the service contracts and performance dashboards. Six Sigma has been deployed extensively by BPOs to collect and analyze Voice of the Customer and improve their CSat scores. “Increase in Customer Satisfaction” is one of the most common Six Sigma projects across BPO verticals.

​More than 70% of all customer interactions are handled in call centers. We understand how essential it is to deliver best-in-class customer service. It directly impacts the customer retention and loyalty. This is the reason why more than 80% companies use Customer Service as a way to differentiate themselves from their competition.

With more than 10 years of proven expertise in managing end to end customer life-cycle management, given below are some tips that help us deliver the best customer service:

• UNDER PROMISE and OVER DELIVER: Do not promise what you cannot deliver, and surprise them with a little extra such as completing a scheduled task before the set deadline, a gift-voucher, a discount on their bill etc.
• Let them see you SMILE: A warm and friendly greeting helps start on the right note. Be enthusiastic and show the eagerness to listen and help.
• THROW away the SCRIPTS: Set call guidelines for the reps however ensure they do not sound robotic on calls.
• Listen to Customer FEEDBACK: Be receptive to feedback from customers, promise and implement corrective measures and follow-up to check if they are satisfied.
• Reward POSITIVE Behavior: Encourage and reward reps for delivering excellent customer service and meeting targets
• Show that you CARE: Empathize with the customer when they complain. Apologize for mistakes made.
• Allow reps to listen to and score their own calls: This is the best learning plan.
• Set the RIGHT EXPECTATIONS: do not make false promises and keep promises you make. 

Excellent customer service and brand reputation are the key success factors for any eCommerce business. It is essential to provide a positive shopping and customer experience consistently. Customers are very vocal about any bad experience and the word spreads fast on social media. 

We deliver custom outsourced eCommerce call center solutions with focus on creating a positive customer experience, increasing customer loyalty and reducing the cost of running the back end operations.

With over 10 years of proven expertise in managing outsourced call center solutions and a team of more than 200 customer care specialists, we provide your eCommerce business the competitive edge by delivering world class user experience.