The Art of Anticipation: Proactive Customer Service Strategies
Read MoreCustomer Care Services
We provide Customer Care Services across the lifecycle of our clients’ customers through multiple channels such as voice, email, chat and other digital channels.
- Sales Support
- General Enquiry
- Technical Support
- Collections
- Retention/Loyalty Management
- Up-sell and Cross-Sell
Why us?
We have evolved with the Industry in the following tracks:
-
Channels of Support
- We have moved from Limited support channels to fully integrated digital and social channels, video interaction along with cross channel analytics -
Technology
– From basic telephony and CRM system to cross channel analytics facilitated through integrated technology including cloud based contact center technology -
Workforce Management
- Limited work force management – fixed staffing and schedules to Analytics based work force management with automated agent self-service options (i.e. Shift Bids) -
Pricing
- FTE based pricing structure to outcome based pricing structure -
Quality Management
- Ad-Hoc quality management lacking consolidated reporting and trending to quality program includes real time balanced scorecard feedback and tailored development programs -
Reporting
- Reporting - Manual reporting to integrate all channels and CRM customer profile data -
Training
- Limited process documentation with informal paper based training to training materials linked via KM system that includes compliance, readership tracking and agent involvement -
Self Service
- No self service capability to Advanced self-service through IVR with voice recognition and fully integrated digital and social channels
Redefine end-to-end customer experience
How BPM Customer Care as-a-Service Delivers Value?
We have created outcomes for our clients by
A Customer Service Strategy by understanding your customers, different customer segments and requirements from each customer segments
Key Activities
- Prioritize customer requirements
- Define and Implement Customer Service Strategy
- Assess and refine based on changing needs and expectations
Drive accountability across agents, supervisors, management and third-party vendors for delivering high class service.
Key Activities
- Balanced scorecard-based approach from top to bottom
- Monitor every interaction with the end users
- Monitor customer satisfaction and prioritize the factors that drive CSAT
Improve customer relationship through increased up-sell and cross-sell. Use insights through analytics to extend the relationship across different customer segments.
Key Activities
- Focus on up-sell and cross-sell strategy
- Sales based training modules
- Customized sales offerings
- Collaborate on marketing campaigns
Request for services
Find out more about how we can help your organization navigate its next. Let us know your areas of interest so that we can serve you better
