Call
Centre Operations
The cost of acquiring a new customer
is five times the cost of retaining an old one. And hence it is important that
your customer interaction is managed in the best possible way. Customer
Interaction Services at SYSTEM EDGE are tailored to provide superior customer
interaction and hence leverage every customer relationship to the fullest.
Our call center is located in Kolkata,
India and currently has 250 live agents with expansion capabilities to 500
seats. All processes for the call/back office center was developed in house by
our Software Development Group.
Our Call Center Technology
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Nortel
Networks’ Passport 6480 Edge-switches and Meridian 61C PBX.
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LAN built
on Compaq, Advantech servers, Baystack 450 and XLR 1250.
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Dialogic
Voice Processing Cards and software for voice messaging and predictive
dialing.
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Nortel
Networks’ Digital Phones.
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Plantronics binaural noise canceling headsets.
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Cincom’s
‘Encompass 3.4’ CRM.
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Dialogic
CT - connect middleware for CTI.
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Windows
NT operating system.
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Database
support for SQL, Oracle, Sybase etc.
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Visual
software development tools for creating customized scripts and CCE interface.
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NICE
Digital Voice Logger for real-time recording of calls and monitoring of agent
performance.
Our Call Center Facility
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32 Mbps
bandwidth available at the premises with redundant connectivity.
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Directly
connected to International Gateway Switch of the Leased Line Service Provider.
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Approximately 12000 Sq.Ft. of high quality full air-conditioned space.
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Uninterrupted power supply with 100% backup.
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Category-5 Gigabit/second Lucent certified structured cabling compliant with
EIA-586A Standards.
Our Call Center Agents
Our Customer Care Executives are well
motivated graduates and Engineers who are computer savvy, fluent in English,
accent and culture trained and effective communicators. We recognize that in
today’s dynamic environment of Customer Relationship Management, a continuous
training process is the key to quality service at all times. Our Training
Process Includes :
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Structured Recruitment And Induction
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Communication Skills
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Accent
And Culture Training
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Handling
Of Difficult Calls
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CRM
Software Training
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Comprehensive Product Training
Our Call Centre Services
Our portfolio includes a whole gamut
of customer facing offerings including 24/7 customer support through voice
(in-bound and out-bound calls), e-mail and web mediums, telemarketing services
and telemarketing outsourcing, technical support services and employee IT
helpdesk services. We serve multiple industries including insurance, banks,
financial services companies, retailers and OEM's.
Click on the links below to view each
service offering in detail:
Benefits
The key benefits of using our
customer interaction services include:
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Improved customer service levels.
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Reduced customer support/marketing
costs.
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Higher sales conversion rate.
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Enhanced flexibility to manage
service peaks and troughs, product lifecycles.
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Homogeneous, clearly defined
processes across geographies.
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Greater coverage and number of
interactions with customers.
Customer Support
Services
Our customer service offerings create
a virtual customer service center to manage customer concerns and queries
through multiple channels including voice, e-mail and chat on a 24/7 basis.
Examples of this include customers calling to check on their order status,
customers calling to check for information on products and services, customers
calling to verify their account status, customers calling to check their
reservation status etc.
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Telemarketing
Services
Our telesales and telemarketing
outsourcing services target interaction with potential customers for
"prospecting" i.e. either for generating interest in products and services, or
to up-sell and cross-sell to an existing customer base or to complete the sales
process on-line. Examples of this service include outbound calling to sell
wireless services for a telecom provider, outbound calling to retail households
to sell leisure holidays, outbound calling to existing customers to sell a new
rate card for a mobile service provider or outbound calling to sell credit/debit
cards
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Technical Support
Services
Our technical support offerings
include round-the-clock technical support and problem resolution for OEM
customers and computer hardware, software, peripherals and Internet
infrastructure manufacturing companies. These include installation and product
support, up & running support, troubleshooting and Usage support. Examples of
this service include customers calling to resolve a problem with their home PC,
customers calling to understand how to dial up to their ISP, customers calling
with a problem with their software or hardware.
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Employee IT
Help-desk Services
Our employee IT help-desk services
provide technical problem resolution and support for corporate employees.
Examples of this service include level 1 and 2 multi-channel support across a
wide range of shrink wrapped and LOB applications, system problem resolutions
related to desktop, notebooks, OS, shrink-wrapped products, connectivity etc.,
office productivity tools support including browsers and mail, new service
requests, product usage queries, IT operational issues, routing specific
requests to designated contacts and remote diagnostics (password reset, desktop
control).
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