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| Voice-based Inbound Services |
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| iCall provides integrated customer service solutions
through our target industry practices. iCall leverages the deep domain
expertise in our industry segments to better understand and serve our
customers' needs. |
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| We utilize and deploy the most sophisticated
call/transaction processing and telecom systems in the world. Our call
routing feature allows the system to instantaneously scan available
agents and route calls to the most appropriately skilled agents. |
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| Our operating centers receive customer calls over
dedicated international private leased circuits (IPLC). We handle calls
relating to various products or processes across industries. |
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| We are especially qualified in handling
complex, unscripted calls in our industry
segments that focus around areas including: |
| Customer support |
| Billing query resolution |
| Order management |
| Account maintenance |
| Order booking |
| Customer Grievances Resolution |
| Customer inquiry |
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| Industry Verticals that we serve: |
| Telecom |
| Retail |
| Mortgage |
| Logistics |
| Power |
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| We recruit people with the right skill sets to suit
your contact center needs. Our people undergo training modules that are
tailor-made for your industry, products and processes. |
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| Our team leaders and managers are trained to handle the
high-pressure contact center environment. Understanding real time and
historical Contact Center reports is a part of their initial training
and induction. We make sure they understand the significance of issues
like real time call monitoring and feedback. |
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| We define strict quality measures to be achieved by
each of our teams. Our internal performance measures are usually
stricter to ensure better deliverables. |
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