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Customer support outsourcing services
Hiring
Customer service outsourcing begins with effective talent acquisition. Our specialized recruitment team for our Contact Centres matches the profile of potential candidates with client requirements, ensuring qualifications, language proficiency, customer-centric skills, written skills, and industry experience align perfectly. This meticulous process ensures we deliver exceptional support services tailored to client needs, enhancing customer satisfaction through skilled professionals.Training
Our training structure, designed to support customer service outsourcing, focuses on four critical pillars to develop employees at our call centres, ensuring they deliver outstanding technical support and customer satisfaction.- Foundation Training: To deepen domain and functional/technical competencies across the organization, we have embarked on an initiative to train all employees on relevant domain, operational, and behavioural certifications, equipping them to outsource customer service effectively.
- Ongoing Training: Continuous training is for all employees who have finished Foundation training and comprises of the following training types
- (a) Competency based Training (CBT)
- (b) Intervention training
- (c) Floor coaching/Mentoring
- Special offerings (Coach the coach, Train the Trainer, Transactional Analysis)
- Training Domain Certification (2 levels viz beginner and advanced)
Workforce management
Our robust Workforce Management function is central to our ability to outsource customer service efficiently. It serves as the custodian of Service Level Agreements (SLAs) and facilitates all services related to SLA and productivity. Leveraging our integrated, industry-renowned tool, Verint Work Force Optimization, we provide accurate forecasts of staffing requirements to our clients, monitor agent adherence to schedules, track intra-day performance, and deliver detailed management reports. This ensures seamless technical support and high customer satisfaction levels.Performance management
Our focus is on delivering high-quality customer service outsourcing to all clients. Actual performance is tracked against targeted metrics (SLAs) and quality standards to ensure exceptional outcomes. For our centers, performance is monitored at all levels—agent, team, and engagement. Key metrics, including those tied to [customer satisfaction] and [technical support], are tracked and reported daily/weekly. We utilize ACD reports and client systems to generate comprehensive reports, ensuring transparency and continuous improvement in our [outsource customer service] operations.
Customer support outsourcing across channels and types
Our customer support outsourcing services span every channel your customers use to reach you, backed by the AssistEdge platform, Verint workforce optimization, and a global delivery network. The right channel mix is designed around the maturity of your customer experience program and the operating realities of your business.
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Inbound voice support
We operate inbound voice support with skill-based automatic call distribution (ACD), IVR with self-service and CSAT capability, and real-time agent assistance through the AssistEdge integrated agent dashboard. Calls are routed to the right agent the first time, with full customer context surfaced at the moment of contact so resolution starts faster and first contact resolution rates improve. -
Outbound voice support
Our outbound voice operations support proactive customer engagement, retention campaigns, win-back programs, and structured follow-up communication. Auto outbound dialing technology, integrated with the AssistEdge agent dashboard, allows us to operate outbound campaigns at scale while keeping every interaction personalized to the customer's history and intent. -
Email support
Our email support operates on structured response workflows with SLA-managed turnaround times, integrated quality assurance, and direct connection to the AssistEdge agent dashboard for consistent context handling across channels. Every email interaction is documented, traceable, and aligned to the same brand voice and resolution standards as voice and chat. -
Live chat support
We deliver real-time chat support with AssistEdge contextual assistance, giving agents intelligent suggestions, knowledge base prompts, and customer history surfaced inline during the conversation. Chat is operated as a fully integrated channel within the broader omnichannel customer support model, with seamless escalation to voice or video when interactions need human-led complexity. -
Self-service and AI-powered virtual sssistance
AssistEdge powers our self-service and virtual assistance capabilities, including interactive self-care, automated query handling, and AI-driven virtual assistants for Tier 1 inquiries, status lookups, and routine service requests. Self-service is deployed where it genuinely resolves customer intent without friction, with intelligent handoff to a live agent the moment the interaction needs human judgment. -
Multilingual global support
Our customer support outsourcing services are delivered through the broader Infosys BPM global network, spanning multiple delivery geographies and supporting customer interactions across a wide range of languages. This allows enterprise clients to operate consistent customer support across regions, time zones, and language markets through a single delivery partner.
Why choose our support service?
- We believe in giving its clients a superlative experience in terms of Engagement level transformation. We provide next generation Customer Care services through a combination of Technological and Process Innovation.
- Service excellence office with transformation experts, Innovation lab-cross functional team with exclusive on incubating new ideas.
- Digital Transformation through web and mobile interaction enabled with self-service abilities.
- Our AssistEdge platform provides interactive self-care contextual, automated and Interactive virtual assistance; Smart user environment through integrated Agent dashboard with a Real time expertise manager that can collaborate on email, chat, audio, video and web.
- Our Automation and analytics platform provides front end automation through workflows; resolution repository built through diagnosis provides correlation, Pareto and risk analysis.
- Our advanced contact center technologies provide:
- - Skill based ACD
- - IVR with self-service and CSAT abilities
- - Auto outbound dialing
- - Verint: WFM, quality and analytics
- - Text to Speech
Infosys BPM measures Continuous Improvement using our PPM (Process Progression Model). We measure our call centers’ maturity based on transformation through the engagement life cycle. Based on the transformation & Continuous Improvements, Engagements are certified as P1, P2 or P3 at every step of the certification, we involve the clients and without the clients signing off on the continuous improvements, the engagements do not move to the next level.
Continuous improvement model for outsourced customer support
The progression from P1 to P3 gives leadership a clear view of where each engagement sits today and which levers are being pulled to move performance, cost, and experience in the right direction. Each maturity step is tied to defined outcomes and is validated with client stakeholders before the engagement advances.
Redefine end-to-end customer experience
Customer support outsourcing challenges and solutions
The following challenges and solutions reflect typical issues CPOs and procurement leaders face when scaling spend analytics outsourcing and consulting:
Cost problems usually show up as long handle times, repeat contacts, and agents working around inefficient workflows. A structured engagement looks at interaction types, routing, and knowledge to remove low‑value steps and introduce self‑service or automation where appropriate, while protecting the human interactions that matter most to customers.
Loss of control is often a reporting and governance issue, not an outsourcing inevitability. Shared KPIs, transparent dashboards, and regular executive‑level reviews create a single view of performance, with clear escalation paths and agreed actions when trends require intervention.
Agents need concrete guidance to reflect a brand accurately. Providing tone‑of‑voice guidelines, sample responses, and regular calibration using real conversations helps external teams mirror the desired style and level of empathy across channels and markets.
Support teams handle personal and transactional data, so uncontrolled access or weak processes can increase exposure. Role based access, secure communication channels, periodic audits, and clear incident response procedures significantly reduce the likelihood and impact of security issues.
Infosys BPM deploys AI in customer support through AssistEdge, our proprietary platform for interactive self-care, automation, and virtual assistance. AssistEdge handles routine interactions including Tier 1 inquiries, status lookups, and self-service requests, while skilled agents focus on judgment-intensive interactions where empathy, escalation handling, and resolution complexity matter most. Every AI deployment is integrated with the AssistEdge agent dashboard so that AI-handled and agent-handled interactions share context, customer history, and case data. The Process Progression Model (P1 to P3) governs how AI is introduced into a client engagement, with maturity gates that require demonstrable experience quality and client sign-off before each transformation step is locked in.
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