Sparsh provided end-to-end support for the launch. Managing over 225,000 inbound and outbound calls per month, Sparsh provides high-quality customer service to the client. Sparsh also manages the client's credit card application processing. For this, Sparsh has deployed a 450 member team which manages both inward and outward applications. The process encompasses -
- Indexing of application forms
- Controlling and monitoring of application flow
- Creation of decision folios
- Verification, plastics and pin management
- Card delivery supervised by Sparsh and managed by third party vendors
Sparsh runs a 24/7 operations for the client. Sparsh is now ramping up its operations to deploy additional resources to cover a wider number of processes as the bank increases
Impacts Delivered
Sparsh has garnered rich appreciation from the client's India and global management and delivered the following impacts -
- Enabled the launch to become the most successful launch of credit cards in the Indian card industry
- Achieved number #3 position based on month-on-month volumes in the last three months
- Consistently increased productivity by 20%
- Consistently delivered cost benefit of 20%
- Aided seamless business operations through pan India presence
- Enhanced operational synergy across various departments through end-to-end process management including IT
- Automated transactions through application development by in-house team
