Call center
Customer focus has become the barometer of organizational performance. And for this very purpose call centers have gradually yet steadily made a niche for themselves. In a world of cutthroat competition, survival is the keyword - which involves not only multifarious and dynamic business attitude but also ensuring a flawless customer service. And that's where stands the inevitability of a call center.
The exceptional workforce in India is the star of our offshore capabilities. Our Call Service Recruits there are all highly trained college graduates, and their impact on the quality and cost of service is significant
We at abacuss center completely relate to the importance of customer care needs. So the focus is on an incessant deliverance of world-class quality support through our highly professional support team and state of the art technology. This, in totality, enables you to soar in your business aspirations, as would your customers' optimism in you.
- Low cost on per-call / response basis
- 24X7 customer support services
- Reduced turnaround time
- Reduced time to market
- Excellent quality and consistency
- No extra infrastructure cost
- High-level of call pickup / customer response
- Best of customer care professionals
- Highly systematized and professional style of working.
- Zero overheads on customer response. Activity within your
organization
- No cost overruns; since the entire service will be operating
on a fixed charge basis
- No infrastructure requirements at your end; since the full call-center is owned and managed by us
- Ready-to-start resources with absolute minimum setup time
- Use of latest technology in telecommunications and customer-care
- The top 400 growth companies declare they currently outsource several business functions.
- The user typically realizes cost savings of 25-40 percent.
Strategy for Complete Customer Satisfaction
With the mushrooming of call centers in India we at abacuss have come up with a satisfaction strategy to improved productivity as well as customer satisfaction
Before Calls
At the beginning of any project, a project manager is identified and sent to the client to understand the business needs. A script is prepared in the lines of the product / domain knowledge obtained from the client. After the approval from the client's end, it is further passed on to the Call Agent along with full product knowledge.
Test Calling
Once the script is decided upon there is an in-house test on the product. Objection handlers and FAQ's are handed over to the agents for effective result oriented calling to the customers. Mock calls are taken before the Call Agent goes live. It is only after satisfactory mocks will any agent go live on calls.
Call Monitoring - During Calls
The quality department monitors the calls being made. These calls are further verified and crosschecked by the team leaders. The team leaders do a thorough floor monitoring by sitting along with the agents. Remote call barging is done by the team leaders without the agent's knowledge. These checks are carried out so that the training needs for the agents can be identified.
Call Analysis
At the end of every call it is analyzed to understand the response to the calls made. This would help in restructuring the sales strategy, if required. This also helps in identifying the skill sets of the agent.
Call Center -Business Development
Abacuss offers business development services to call centers in India and helps in placing various outbound/ inbound campaigns in these companies based on their inherent skills. The range of services include:
- Acquiring the right campaign
- Selecting the right company
- Due diligence of the call center
- Training
- Process transition & handholding
- Call Center Evaluation
- Strategic Planning
- Requests for Proposal Development
- Contract Negotiation
- Program Design
- Program Implementation
- Script Creation & Upgrades
- Teleservices Rep. Training
- Report Design
- Multiple Call Center Coordination
- Ongoing Program Management
|
