Sparsh is the leader in the Indian BPO market. Clients rely on us and our ability to understand and tailor our solutions to their needs and thereby provide better service.
Our key differentiators that have helped us create success stories from every client relationship are -
Strategic locations and geographical reach
Sparsh is the single largest 'National' Domestic BPO service provider with a geographical reach that spans eight locations across India. Our national presence enables us to reach and service customers in any corner of the country and across 15 languages.
Specialisation spread over a decade
As a pioneer in the Indian BPO industry, Sparsh has a head start over several recent market entrants. With over a decade of presence in the market, we have gained sound knowledge of domain and business practices. Our extensive experience gained through our association with several industry leaders across verticals has helped us build best practices and unparalleled capabilities for the domestic market.
Customised solutions
Rather than merely providing generic services, we believe in understanding the client's needs first to provide a personalised solution to each of our clients. Customisation and flexibility are the two attributes that have helped us build successful long-term strategic relationships with clients.
At Sparsh, we have a track record of providing customised solutions to more than 40 clients. Our solutions cover TDM, IP, customized CRMs, and CTIs.
Sharing of best practices
Being a part of Intelenet Global Services, Sparsh leverages Intelenet's knowledge and understanding of international best practices such as process optimisation, cultivating a culture of partnership, and maintaining high levels of governance and compliance.
Strong domain expertise
Having worked with some of the leading global and domestic players operating in the BFSI and Telecom space, Sparsh has developed strong domain expertise in these and other areas.
Intelenet's recent acquisition of Upstream, a global BPO and Travelport ISO, the back office operations of Travelport, a leading global travel conglomerate, has brought to us expertise, end-to-end customer interaction and fulfilment in the travel domain.
Unmatched quality standards and strong process management
Sparsh constantly enhances and adds to its quality practices and our processes incorporate Six Sigma standards. With experience of almost a decade, we do much more than managing a phone call. We manage customer relationships to deliver consistent and quality customer service.
At Sparsh, we have set up a strong process measurement system to ensure adherence to both service levels (critical to quality) and process measures (critical to process). Various transaction types entail different quality measurement processes. Our measurement platform ensures that metrics go live on day 1.
End-to-end service delivery capability
Sparsh offers a complete range of services from Contact Centre to Business Process Outsourcing to fulfilment services, IT solutions, and process consulting.
Sparsh's market differentiators arise from a combination of strengths nurtured and honed over the years:
Well-balanced management team
At Sparsh, we are guided by a stable and experienced management that has been with the organisation since inception. Our management team has been actively involved in setting up and managing large operations across customer service, outbound telemarketing, back office, finance and accounting for Fortune 2000 companies.
In-house technology support and information security
Sparsh employs an open technology platform with the ability to integrate with client's systems. Our robust technology Infrastructure offers scalability, flexibility, risk mitigation and high security. Our technology infrastructure and processes are in accordance with industry benchmarks for data security.
We have also initiated multiple digitisation projects in-house to develop customised solutions tailored to the needs of our clients and improve productivity thus impacting process efficiency.
Well-trained and focused work force
Sparsh's well-trained resources provide the capability to deliver quality customer service in multiple languages. Our recruitment channels and training programs enable us to quickly ramp up and map the right people for our various client engagements. We employ best practices in HR to keep our resources motivated and dedicated. We are the only domestic BPO to provide transport facility to our customer service agents. It is not surprising therefore that we have the lowest attrition rate in the industry.
State-of-the-art infrastructure
Sparsh's scalable infrastructure, spread across the country, help us keep pace with our client growth and serve a diverse customer base.
