|
The Client |
The Challenge |
Sparsh's Solutions |
|
| |
|
|
|
Sparsh's client is one of India's largest telecom service providers and operates as the cellular division of a private telecom conglomerate. The company offers fixed line, cellular, internet and broadband services. The company complements its mobile, broadband and telephone services with national and international long distance services.
|
| |
With competitive pressures increasing, it is important for telecom giants to establish and maintain customer trust through high-quality customer service. Sparsh's client wished to maximize its penetration in the GSM, landline and broadband services market and decided to team up with an external partner who would provide high quality of customer service.
Having experienced high growth since inception, the company needed a partner with proven capabilities in efficiently servicing a large and growing customer base besides helping it acquire fresh customers to strengthen its market share.
The company subsequently engaged Sparsh to manage its subscriber base for the entire spectrum of services including telecom services, solutions and customized data solutions.
|
Sparsh offered an end-to-end solution catering to inbound and outbound customer interaction service requirements, managing both existing and potential customers of fixed and broadband services. For this, Sparsh deployed a team of nearly 100 agents catering to customer requests, queries and complaints in multiple languages. Our team manages -
- Queries on new schemes and updates, newly launched billing plans, explanation of features, plan change, address change, billing details, outstanding balance, and bill payment status
- Complaints, handling issues such as installation and activation delays, billing disputes, broadband non- activation, non-receipt of monthly statements on time, and barred outgoing
- Broadband services, handling user calls relating to enquiries on upload/download usage and speed, services offered, domain for e-mail id, mail activation, and access issues
- Lead generation by servicing calls from prospective customers enquiring about various available products and services. The customer details are then captured as leads in a software which is used by the client sales team to acquire fresh customers
Sparsh Value Adds
Sparsh has established a process for "virtual account management" - a resource is dedicated to a customer for a period of 90 days after the account is activated to guide the customer through all the procedures and familiarize him with operation of the account. The aim is to develop customer ease, which in turn, helps improve customer satisfaction.
In addition, our in-house IT team has helped deploy a customized CRM, integrated with the client's CRM.
Impacts Delivered
With a dedicated team on hand, Sparsh was able to fulfill the client expectations by -
- Consistently achieving the monthly service level targets since the Go-Live
- Meeting the headcount and login targets on month-on-month basis by efficiently managing the absenteeism
- Efficiently converting prospects to subscribers
- Providing a CRM tailor-made as per client's requirement and integrated with client's primary CRM
- Providing multilingual voice support to cater to a diverse customer base
- Improving customer satisfaction through high quality customer service
- Ensuring timely payments through virtual account management
|
|
|
|
|
| Highlights |
|
- Inbound and outbound customer interaction services for the entire spectrum of services
- Virtual account management of new accounts for a period of 90 days to ensure timely payments
- Multilingual support
Read More >>
|
|
|
