Customer Service Outsourcing

Service Offerings

Customer Service Value Chain

The Infosys BPM Customer Service practice has expertise across different business lines. These include acquisition, support and service, loyalty and retention, contact center consulting, social media services, and support services. We work across industries including media, healthcare, life sciences, banking, insurance, telecom, retail, hi-tech, and automotive.

Our offering

Our customer service offerings include sales support, general query, technical support, billing support, and collections.

Sales support: From lead generation to lead closure, we support the entire sales cycle. We also provide up-sell and cross-sell services.

Customer Service Value Chain

General query: We handle order status enquiry requests, product-related information, and resolve customer complaints.

Technical support: Our helpdesk / technical support offers a round-the-clock service portfolio consisting application operation support, remote desktop management, network support, and messaging system support. We also provide level 0, level 1, and level 2 support services.

Billing support: We handle bill generation and account maintenance for complex services such as fraud management.

Collections: We offer collections services for early and late stages, and dispute investigation and resolution.

Records Management System: We help to create and manage authentic, reliable, and useable records which can support business functions and activities for the obligatory period. We also help to meet the requirements as specified in ISO standards.

Business outcomes

Infosys Advantage

Infosys has helped clients achieve industry-recognized quality standards such as:

  • ITIL-compliant
  • ISO 20000-certified
  • ISO 27001-certified
  • Lean Six Sigma for defect management
  • Lean for continuous improvements
  • COPC-compliant operations

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