delight your customers by anticipating their needs
Book a demo Customer care outsourcing services
Enterprises today manage complex customer journeys across voice, email, chat, social, and emerging digital channels. Customer experience management services provide the skills, scale, and technology to support these interactions consistently, protect loyalty, and manage cost‑to‑serve across the entire lifecycle.
Our customer care services
Customer care services span more than answering questions; they combine people, process, and AI powered customer service technology to manage every interaction with empathy, accuracy, and speed.
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Channels of support
We operate fully integrated omnichannel customer support across voice, email, chat, social media, messaging apps, and video interactions, with cross-channel analytics that follow the customer journey end to end. Whether your customers reach out by phone, web chat, WhatsApp, Instagram, or a self-service portal, the conversation continues seamlessly without context loss between channels. -
Technology
Our customer care operations run on enterprise-grade cloud contact center platforms integrated with leading CRM systems, conversation analytics, and AI tooling powered by the Infosys Topaz platform. The stack supports real-time agent assist, sentiment analytics, intelligent call routing, and conversation intelligence, giving every interaction the data and decision support needed to resolve faster and more accurately. -
Workforce management
We deploy analytics-driven workforce management with intelligent forecasting, skills-based scheduling, and automated agent self-service tools such as shift bidding and real-time adherence monitoring. This means the right agent with the right skills is available at the right time, balancing service-level commitments with cost-to-serve discipline across high-volume and seasonal demand patterns. -
Pricing
Our customer care outsourcing services are offered through flexible commercial models, including FTE-based, transaction-based, and outcome-linked pricing. The structure we recommend depends on the maturity of your customer care program, the metrics that matter most to your business, and how much delivery accountability you want us to carry. Outcome-linked models tie a defined share of our fee to performance against CSAT, first contact resolution, retention, or cost-to-serve targets. -
Quality management
We run real-time quality management with balanced scorecard frameworks, calibrated coaching cycles, and tailored agent development programs informed by conversation analytics and customer feedback. Every interaction is evaluated against consistent, brand-aligned criteria, and insights flow back into training, knowledge management, and process refinement so that quality improvements compound over time rather than reset with each new agent cohort. -
Reporting
Our reporting unifies CRM customer profile data, interaction data across all channels, and operational performance into integrated dashboards available to client stakeholders in near real time. This gives CX leaders, operations heads, and finance teams a single source of truth on service levels, customer effort, agent performance, cost-to-serve, and customer satisfaction trends, with the ability to drill from portfolio-level KPIs down to individual interaction detail. -
Training
We deliver structured agent training through digital knowledge management systems with compliance tracking, readership monitoring, and continuous learning modules embedded into the agent workflow. Training content is brand-aligned, role-specific, and updated continuously as products, policies, and customer interaction patterns evolve, so agents represent your brand accurately from day one and stay current as the business changes. -
Self service
We design and operate advanced self-service across IVR with natural language voice recognition, AI chatbots, virtual assistants, and customer self-service portals fully integrated with digital and social channels. Self-service is deployed where it genuinely resolves customer intent without friction, with intelligent handoff to a live agent whenever the interaction needs human judgment, empathy, or escalation handling. The goal is deflection that improves customer experience, not deflection that damages it.
Generative AI in customer service powers conversational self-service, drafts agent responses, and surfaces relevant knowledge in real time.
Redefine end-to-end customer experience
Business outcomes we deliver
Mature customer care programs are evaluated not only on satisfaction scores but also on their impact on loyalty, revenue, and operational efficiency.
Key activities in our customer care operations
Day‑to‑day customer care operations involve a set of repeatable activities that protect experience quality while managing cost and risk.
- Driving clear accountability across agents, supervisors, management, and vendor teams so that service levels, quality scores, and compliance standards are consistently met.
- Strengthening customer relationships by identifying the right moments for education, cross sell, and upsell without adding friction to the interaction.
- Using analytics and feedback loops to detect emerging issues, understand customer segments, and refine processes, scripts, and knowledge articles over time.
- Coordinating with upstream and downstream teams (product, marketing, digital) to ensure that insights from customer conversations lead to concrete improvements.
Customer care outsourcing across industries
Our customer care outsourcing services support global enterprises across industries with distinct operating realities, regulatory environments, and customer expectations. Explore industry-specific approaches to customer care, built on the operating depth Infosys BPM has developed across two decades of CX delivery.
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Financial services and banking
Customer care for financial services requires deep regulatory awareness, secure handling of sensitive customer information, and the ability to manage everything from routine account inquiries to complex disputes and compliance-sensitive conversations. Infosys BPM supports banking and financial services enterprises with customer care operations built for the trust, accuracy, and speed this sector demands. -
Insurance
Insurance customer interactions span policy servicing, claims, renewals, and onboarding, with each touchpoint carrying both compliance weight and CX impact. Infosys BPM has supported insurance enterprises including Brit Insurance and MS Amlin, where AI-led service operations have helped transform customer engagement while meeting the regulatory standards the insurance industry operates under. -
Retail
Retail customer care moves at the pace of the customer, across pre-purchase queries, order management, returns, loyalty, and omnichannel servicing. Infosys BPM has delivered customer care transformation for retail brands including Sally Beauty Holdings, supporting end-to-end customer journeys across digital and physical channels. -
Consumer packaged goods
CPG enterprises rely on customer care to protect brand trust, manage consumer feedback across markets, and operate global service desks that scale with seasonal and category demand. Infosys BPM supports CPG clients including Hain Celestial, where global tier 1 service desk operations are run as part of an integrated customer care framework. -
Communication services
Telecom and communication services providers operate at high interaction volumes across consumer and enterprise segments, with customer care directly influencing churn, ARPU, and brand perception. Infosys BPM has a long-standing customer care delivery footprint in this sector, including a multi-year partnership with Cisco supporting customer service and related processes. -
Manufacturing
Manufacturing customer care extends beyond traditional consumer support into B2B account servicing, dealer and distributor support, warranty management, and field service coordination. Infosys BPM delivers customer care operations for manufacturing enterprises with the process discipline and integration this complex value chain requires.
Customer care challenges and solutions
The following challenges and solutions reflect typical issues CPOs and procurement leaders face when scaling spend analytics outsourcing and consulting:
Long queues and multiple follow‑ups usually signal issues with staffing models, routing logic, or unresolved root causes. Effective approaches include forecasting demand more accurately, using skills‑based routing, offering self‑service for simple tasks, and empowering agents to resolve more issues in a single interaction.
Inconsistent experiences often arise when different teams use different scripts, tools, or performance standards. A shared knowledge base, unified quality framework, common KPIs, and regular calibration sessions help align expectations and ensure customers receive the same standard of care regardless of where the interaction is handled.
As teams grow, agents may default to generic, transactional responses that feel scripted. Investing in brand‑aligned training, coaching on empathy, and clear communication guidelines helps teams reflect the organization’s values, even under pressure or in high‑volume environments.
A common concern is losing control over day‑to‑day operations and customer experience when external partners are involved. Establishing transparent reporting, well‑defined SLAs, joint governance forums, and regular performance reviews allows enterprises to retain oversight while benefiting from outsourced capacity and expertise.
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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.
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