Overview
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iSource offers the best voice interaction facility, ensuring every
call will be answered, every time, on time. Customers can speak
directly to agents through a pool of dedicated numbers and have
their queries resolved effectively. The IVR (Interactive Voice
Response) can be programmed to route captured calls in a variety
of ways, depending on the routing rules that are written into
the ACD (Automatic Call Distributor).
We also provide direct dedicated phone lines to ensure instant
response and avoid delay in line transfer.
Inbound Customer Service
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Customer support executives, handling customer-initiated telephone
calls for client specific programs. This could range from providing
billing information, product or service information, aggregating
response to direct marketing advertisements and other activities
as detailed below.
Our agents are proficient in handling the entire gamut of calls,
from simple welcome calls to calls pertaining to surveys, verifications,
lead generation, collections, etc.
iSources inbound voice based service
offering includes:
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Customer Service
• Application / Claims
processing
• Subscription services
• Feedback collection
for products / service / campaign etc
• Polling / Media
analysis.
• Effective up-selling
and cross-selling to existing customers during call
Pre-sales, Post-sales & Order fulfillment
• Product enquiries
• Order taking
• Sales processing
• Up-selling and Cross-selling
• Documentations &
payment queries
• Post-sales product
support
Technical Support / Help desk
• Troubleshooting
for products and services
• Complaint registrations
• Guiding customers
in collecting information
Inquiry Service
• Product / Service
information requests
• Dealer locator service
• ATM / POS locator
service, etc.
Billing Information
• Queries about account
balance
• Payment information
• Changes in personal
information, etc.
Enrollment services
Welcome calls, registration and enrollment for campaign and events
etc.
Outbound Voice based Service
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iSource enjoys a robust infrastructure to manage campaigns for
our clients. We can manage a broad range of outbound services
for clients across various industry segments. We have the expertise
to set up and manage several varied outbound call center operations.
Some possible projects and programs for
Outbound Voice Services are mentioned
below :
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• Product upgrades
• Coordinating repair
or replacements
• Setting up appointment
for Sales Call
Credit Management
• Credit authorization
• Credit verifications
• Collections
Verification services
• 3rd party verifications
service
• Insurance verifications
• Employment verifications
Market research
• Market Survey research
• Opinion polls, etc
Loyalty programs
• Welcome calls` to
new customers
• Post sales follow-up
calls.
