Customer Service practice

The customer service industry is a continually evolving one. There is an increased demand for customer support channels and it becomes crucial for enterprises to handle customer touch points across the entire lifecycle. Our BPO Customer Service practice understands the client’s specific expectations and addresses them in a sustainable and comprehensive manner.

Challenges and opportunities

Effective customer service is a game-changer when it comes to customer retention. Therefore, it is essential to have a robust customer support system in place.

Other reasons:

• Mobile solutions are becoming a must-have
• Agile services are gaining more importance than multichannel services
• Voice of the customer programs are operationalizing insights
• Customer service is moving from being a cost center to being a key differentiator

We deliver on our promised benefits by:

• Focusing on different objectives – business vs. operational metrics, profits vs. cost savings, reduced need for service vs. better service
• Offering solutions that provide continuing, custom value
• Handling operations beyond service level agreements (SLAs)
• Building an intensive partnership with clients

We also provide solution / delivery elements through proprietary channels such as new processes, technology, strong domain skills, and culture. We help clients effectively respond to new technological, social, and economic pressures / changes.

We deliver:

• Channel convergence
• One-many to many-many
• Benefits beyond standard outsourcing
• Proliferation of segmentation criteria