iSource is consistently been rated high by
100 + SME Customer base. Our fully automated, state- Of-the-art
call center equipment and custom software enables iSource to field
thousands of calls daily for each client with a high degree of
professionalism and customization.
Inbound Call Service
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• The mean conversation
time, otherwise referred to as Average Talk Time (ATT)
• The mean dealing
time, otherwise referred to as Average Handling Time (AHT - equal
to ATT plus wrap-up and/or hold time)
• The percentage of
calls answered within a determined time-frame (referred to as
a Service Level or SL %)
• The number of calls
/ inquiries per hour an agent handles (CPH or IPH).
• The amount of time
spent while an agent processes customer requests while not
speaking to a customer (referred to as Not Ready time/NR, or After
Call Work/ACW, or Wrap-Up.)
• The percentage of
calls which completely resolve the customer's issue (if the customer
does not call back about the same problem for a certain period
of time, it is considered as a successful resolution
or FCR - First Call Resolution).
• The percentage of
calls where a customer hangs up or "abandons" the call
is often referred to as Total Calls Abandoned
or Percentage of Calls Abandoned. Calls are
often abandoned due to long hold-times when a call centre experiences
a high call volume.
• Percentage of time
spent by the agents not to take calls, often referred to as Idle
Time.
• Quality Assurance
monitored by a quality assurance (QA) team
Report Details
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Reports are sent to the clients various frequencies: Daily, Weekly
and Monthly basis with all the agreed performance metrics details.
Tracking and enhancing the process is made easier to clients with
these comprehensive reports. Feedback is encouraged and process
restructure actions are instant.
Outbound Call Center services
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We have the capacity to handle over 75 million calls a year.
This capacity provides our clients with the best of all worlds;
superior quality, experience and “hands-on” service
coupled with the advanced technical capabilities of the finest
call centers in India .
Capabilities
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Operations : Open 24 hours a day, 365 days per
year. In business since 2003
Call Center Facilities : Five locations in India
with over 200 Work stations.
Software: All software is custom written to utilize
our on-line database system.
Hardware: Our Pentium-Based Client/Server Network
of Unix computers are capable of handling over 100,000 transactions
per hour with an instantaneous response.
Internet-Based Agents: All CSR workstations are
web-enabled in addition to e-mail and text chat response capabilities.
Call Enhancement: Enhanced Call Routing, Interactive
Voice Response, Voice Mail and Direct- Connect Transfer are available.
Industry Specialization
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• Event Management
• Real Estate
• Financial Services
– Mortgage
• Market Research
• Television Media
• Pharmaceutical &
Healthcare
• Telecommunications
• Insurance
Call Center Services
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• Sales
• Up-sells & Cross-sells
• Lead Qualification
• Customer Care &
Customer Service
• Help Desk &
Technical Support
• Order Processing
• Customer Acquisition
• Appointment Setting
• E-mail Response
& Web Chat
• Virtual Secretaries
The Benefits of Partnership with iSource
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Best Service: Repeatedly rated as one of the
best service agencies by our 100 + SME Customer
base in North America and UK .
Dedicated and Shared resource: Our telephone
representatives are friendly, knowledgeable, highly trained and
specialized in customer care and service, sales conversions with
up-sells and cross-sells.
World-class performance on every call: Every
operator is monitored and given performance evaluations several
times a week to assure high quality.
Utilizing state-of-the-art technology: For inbound
calls we use best of the ASPECT ACD, one of the finest automatic
call distributors in the industry. For outbound calls we use the
award winning Stratasoft
E-mail & Chat Support
E-mail Support
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E-mail has become the primary means to offer Web based assistance
for your customers when matters do not require an immediate answer.
Low cost, non-intrusive and anywhere anytime access, are some
of the advantages of e-mail based communications.
At iSource, we employ a variety of tools that enable our agents
to quickly and effectively answer your customer's e-mail in large
volumes. Our ticketing system based e-mail management helps us
to keep track of the series of follow-up correspondence, to build
and update a knowledge base, and to ensure quick solutions to
customers.
FAQs, where a database holds standard responses to frequently
asked questions, are used as part of the agents response to ensure
quick and standardized response. Our Customer Support Representatives
are able to analyze and respond to your customer queries quickly
and efficiently.
We provide a very reliable and flexible system that responds rapidly
to customer queries. Our e-mail response services range from simple
courtesy messages to expert system-driven responses to customer
inquiries. The systems are designed to scan incoming messages
and route them to the appropriate agent. Our agents are thoroughly
trained and familiarized with the client's products and services.
Use of online knowledge base for information helps provide immediate
personalized responses to customer queries. Knowledge base of
frequently asked questions and answers are created with clients'
input. The knowledge bases are continually updated and improved
based on our agents' interactions with customers.
Some of the services offered via e-mail response
management are:
- 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
- Presales Postsales & Order fulfillment
- Product enquiries
- Order taking
- Sales processing
- Up-selling and Cross-selling
- Documentation & 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.
- Enrolment services
- Registration and enrollment for campaign
and events etc.
Chat Support
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With the explosion of companies showcasing their products and
services on the Internet, there are now several ways in which
a Customer Contact Center can assist the web visitors with LIVE
customer service.
When a web visitor seeks assistance, a reactive text chat session
is initiated by clicking on a link. The customer support executive
interacts with the web visitor, understands the requirements,
resolves the query and closes the interaction. Alternately, based
on the requirements and on pre-defined parameters, the customer
support executive could also trigger a proactive chat session
with the web visitor. Power tools like Page Pushing and Web Linking
helps the customer support executive to deliver precise solutions
to the web visitors, with a reactive or proactive mode of collaboration.
iSource Internet chat service offers you a number of advantages
due to the immediacy of the interaction and the ability of well
trained agents to react to individual circumstances. When customers
are interacting with your web site they can be offered the option
to communicate with a live agent via text chat. iSource offers
chat support services to augment your web site and strengthen
your web based customer interaction.
Customer support executives can help
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• Web visitors locate
the desired product or service information within your web site
• Understand the visitor's
requirements and quickly suggest the available options.
• Suggest complementing
products and services to those already ordered.
• Finish customers
incomplete order
• Assist in completing
credit card transactions
• Provide a reliable
source of firsthand information of your products and services.
The advantages of web enabled customer
interaction:
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• Our support executives
assist customers from any location, at any time.
•Real-time Customer
interaction, similar to traditional modes of communications.
• Possible to display
additional information interactively via "pushing" of
web pages.
• Dramatically transform
the customer experience and shorten the selling process
• Opportunity for
extensive cross selling based on customer queries.
• Customers get instant
response and need not wait for your e-mail responses.
• Real-time chat provides
a human alternative to an otherwise mechanized e- world.
• Converts visitors
into buyers. Human interaction speeds up purchase decisions.
• Proactively prevents
your customers from abandoning their shopping carts
• Provides you with
invaluable up-selling and cross-selling opportunities
Internet Chat support is ideal for:
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- Business Acquisition Services
- Prospecting
- Campaign management
- Lead generation and fulfillment
- Customer Relationship
- Web site navigation
- Event registration and other services
- Polling and opinion services
- Pre, post sales enquiry processing
- Help Desk Management
- Trouble shooting
- Complaint registration
- Technical Support
