Inbound call answering – Case study

Client

A prestigious IT company which presently is offering services for enterprise data server installation and maintenance for reputed clients.

Requirements

The client wanted to set up an ‘Inbound Call Center’ for US clients, which would cater exclusively to the maintenance related pangs suffered by its clients while running the enterprise server.

Challenges

Enterprise data server management is a highly technical domain and to manage the sophisticated queries of US based customers requires an assemblage of proficient staff who is well versed with the intricacies of the thing.  The staff should possess the needful insight and prudence to answer complicated technical questions over the phone and fix them convincingly. Further, we could not go overboard with the allocated budget.

Solutions offered

As soon as the project was entrusted to us, we buckled up to address the challenge conclusively. The first task was to get together a fleet of seasoned and expert professionals who are conversant with the technological know-how and have worked on projects similar to this earlier on in their careers.

We exposed the selected few to intensive training to further hone their skills . A crash course was designed with the help of industry experts and each of the members was made to extensively absorb the extended fundamentals of the enterprise solution. Post training, a test was taken to map the advancement of the staff and gauge their suitability for the post.The confidence and the speed with which the members answered dummy calls were used as the cornerstone for selection.

We deployed our existing infrastructure to handle the inbound call center services and thus offered the customer sufficient capital cost saving.

Outcome

We delivered the solution to our customer and he was highly satisfied with the precise and laser-targeted manner in which the technical queries were handled and answered to by our team. Our infrastructural support also delighted the client and they decided to sign a long term contract with us.

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