Sparsh recognised the value of customer service for the client’s business and, to enable it deliver services efficiently, has adopted a proactive approach since the beginning of the engagement. This was essential to ensure clear, end- to-end ownership and accountability.
Nearly 900 agents service the client’s customers. Within the framework of the engagement, Sparsh handles inbound customer requests, in addition to queries and complaints from existing subscribers using pre-paid, post paid or broadband services. In addition, since the client has a widespread network, Sparsh offers multilingual support to cater to customer calls from any region of the country.
Sparsh manages incoming queries of pre-paid users relating to -
- New plans and updates
- Change of plan and address
- Billing details
- Balance validity
For complaints management, issues relating to the following are addressed -
- Recharge and coverage
- Delays in GPRS activation
- Balance depletion
- Billing disputes
In addition, for broadband customers, Sparsh handles queries relating to –
- Upload and download speed
- Measurement of bandwidth
- Information about the full spectrum of services offered, domain for email id, mail activation and addresses access issues
Sparsh has also deployed a tailor-made CRM program tailored to meet the client’s requirement. Another key value-add has been the Interactive Voice Response Service (IVRS) application deployed by us.
Impacts delivered
Sparsh has delivered the following significant impacts to the client -
- Consistently achieved the monthly service level targets since go- live
- Met the head count and log in targets on month-on-month basis by efficiently managing the absenteeism
- Surpassed the complaint resolution targets on an ongoing basis
