Contact Centre
Customer experience is a defining factor that influences business growth. Every organization is striving to reinvent the way they interact with their customers to deliver superior customer satisfaction
Contact Centre
Enhancing Experience throughout the customer journey
Customer experience is a defining factor that influences business growth. Every organization is striving to reinvent the way they interact with their customers to deliver superior customer satisfaction.
We enable you to re-define customer care and convert your consumer into brand advocates. Our end-to-end capabilities and wide range of support services help streamline interaction across stages, boost first call resolution, and deliver a consistent and delightful customer experience.
Our Offerings
- CONTACT CENTER
- PRE & POST SALES SUPPORT
- L1 & L2 TECH SUPPORT
- DEALER & BRANCH NETWORK SUPPORT
- FRAUD & CREDIT DISPUTES MANAGEMENT
- HELPDESK SERVICES
- CALL & TRADE MANAGEMENT
- CUSTOMER SATISFACTION SURVEYS
- INBOUND CUSTOMER SERVICE
Accounts Receivable Management (ARM)
A sound Accounts Receivable Management (ARM) strategy is indispensable for businesses to optimize working capital, improve liquidity, maximize returns and reduce cost and debt levels. With over two decades of experience managing accounts through various stages of Delinquency we offer end to end First and Third-party collections on diverse portfolios across Commercial Debt, Bank / Credit cards, Utilities, Healthcare, Telecom, and Purchased Receivables.
Our consistent delivery and growth trajectory in debt recovery over 21 years has positioned us as a star performer. We have been managing AR for several leading Fortune 500 companies across sectors.
Our end-to-end AR services are backed by a skilled workforce, industry best practices, best-in-class technology, and a robust governance framework. We deliver exceptional recovery rates while strictly adhering to compliance, protecting your reputation, and maximizing profitability
Boost Back Office Performance
Efficient data and transaction management capabilities enable businesses to access information quickly, run operations smoothly, improve processes, strategize and optimize resources. In other words, back-office management plays a crucial role in overall productivity, cost efficiency, and business performance.
Our teams manage thousands of non-voice transactions every day supporting your back office processes. For large back office volumes some of our clients have significantly benefited from our overnight operations which ensures that all transactions are completed before the start of your business day thus substantially reducing the response time.
Transaction Management
We have a proven track record of working with leading financing firms as their collections, counseling, and auditing partner. Over the last two decades we have built extensive capabilities in managing complex back end transactions that have a high compliance or regulatory impact. Our end-to-end services offer secure and high-quality performance, while rigorous audits consistently maintain quality levels and ensure seamless workflow.
- Processing adjustments of late fees and other charges as per the payment agreement
- Document verification, validation and audit of loan applications and approvals
- Processing payment settlements on delinquent accounts
- Review and validation of fraud cases
- Enrolling or declining a customer’s hardship request basis eligibility criteria
- Validating credit limit increase or decrease requests received from the customer
- Reviewing Consumer Proposal & Credit Counselling documents
- Store accounting and managing payment of invoices and expenses
Credit Disputes Resolution & Verification
We have over 15 years of experience managing and responding to Credit disputes raised by customers. Our teams are extremely proficient in managing disputes received from the Credit bureaus on E-Oscar as well as disputes received directly from customers through email or letters.
- Over 28,000 disputes verified monthly
- Consistently delivered over 96% accuracy on responses
Email & Chat Management
Customer service through Non voice channels like Email and chat support have been gaining popularity over the last few years and are key components of an Omnichannel customer communication strategy. With Millennials and Gen Z preferring non voice support over voice calls,
Accurate and timely responses boost customer experience and, in turn, brand loyalty. We handle over 100,000 emails per month for various leading insurance and financial service companies delivering over 95% quality and an average response time of under 4 hours providing compelling, effective, and above all, timely customer service.
Data Entry & Processing
We can help you digitize your physical records, process simple and complex data entry without any loss of data. Using efficient technology, our team captures, validates, and transfers data to your in-house system, making it easily accessible to all the relevant business processes. We also ensure that data is accessible during the transition process for uninterrupted business operations.
- Processing Change of Address requests
- Data entry, complication and indexing
- Using OCR as well as single/double entry processes, our team captures, validates, and transfers data to your in-house system, making it easily accessible to all the relevant business processes.
- Updating Cease & Desist, Power of Attorney / Attorney representation and Bankruptcy information
- Data cleansing, validation and list building
- Skip Tracing using various tools (TLO, Lexis Nexis etc.)
- Reviewing white mail / snail mail based on Query type, and assigning to the appropriate departments
- Processing payroll inputs, attendance regularization, updating leave requests, verifying attendance details and reconciling employee hours for payroll closure