Sparsh manages the client's inbound customer queries and requests of its existing as well as potential customers. Sparsh's team helps customers with queries on -
- New product
- Product features
- Dealership and servicing details
- Details of formalities involved before buying a two-wheeler
- Queries on campaigns
- Queries on two-wheeler finance and insurance
Apart from query resolution, the team supports the client's passport program. The team also resolves customer complaints on issues such as two-wheeler non-performance and dealer issues.
Sparsh manages nearly 780,000 calls annually for the client.
Impacts Delivered
Partnering with Sparsh enabled the client to provide high-quality customer service. Sparsh delivered the following benefits -
- Surpassed the monthly service level targets since the Go-Live
- Met the headcount and login targets on month-on-month basis
- Consistently kept the abandon rate and Average Talk Time well below the specified targets, thus improving productivity
- Improved service levels
- Provided significant cost savings
- Improved productivity and service quality
- Freed client's resources to focus on core business activities
