We offer a fully professional approach to managing inbound and outbound customer interactions utilizing:

Telephone Internet text chat E-mail Fax

Achieving competitive advantage in customer contact center operations is Inox GSL goal when working with clients. This is the result of improving and optimizing the Service - Quality - Cost equation, which facilitates the trade-offs businesses, face when making investment decisions in their contact center operations.

Pilot Run
In order to make a client fully aware of the operations we try and bring in highest level of transparency. Driven by this philosophy we conduct a pilot run for every client.

It is simply a concise version of the actual process.

The pilot run is conducted for a limited number of seats with predefined test parameters to allow us fine-tune any specific requirement. The duration of the pilot run is dependent on the complexity of the process. A more complex activity will call for a longer duration of pilot run.

Such an activity will only bring about more understanding between the client and us and will ensure higher satisfaction for the client.

Process Analysis
We understand that no two businesses are alike and neither any two processes within a same business can be the same. Which is why we have no plug and play solution to offer.

Our team of experts from technology, operations, quality control and training sit down with your team to understand your requirement and your current process that you plan to implement. Our team works out a set of documents outlining.

Technology Integration
Our team of engineers will help you carry out all customizations related to call flows, agent screens, databases and reports.

We believe, integration with your existing setup is a must for us to be able to function as a part of your organisation. This ensures that we are completely transparent to your customer and it in turn helps the customer feel secure that he or she is actually dealing with your organisation.

Service Commitment
At Inox GSL, we give service level commitments. For we believe, we cannot go wrong. Call it our confidence or blind faith in our systems; fact is we provide you quality control at every level.
Beside, service levels are mutually agreed and vary from client to client, campaign to campaign.

INOX – Client Experience in Customer Contact Services

Inbound B2C customer service programs

Telecom: TELCO Company (Canada)-
Customer Service that involved verifying the payment, type of connection and checking the connection. During the program information on phone type and bill details was provided to customers

Marketing Company (UK)-
Customer service – Claim Information Center; in response to Advertisement/Mailer/SMS, interested Customer call in to get information for claiming Free vouchers for HIGH Street brands in Retail or Telecom space.

Cable Internet Company (USA)-
Technology Helpdesk - Inox provided Tier 1 customer support that covered checking the customer connection. The process involved verifying the payment, type of connection and checking the connection. In cases escalating to the next level of customer support

Outbound B2C Collections programs

Credit Card: (USA)-
Provided bad debt collections services for a US based company

Telecom: TELCO Company (Canada)-
Provided debt collections services for existing and past customers.

Provisioning – Cable Internet Company (USA) –
Data-Provided services of updating of customer database once the company acquired a customer. Used multiple databases to ensure data integrity for the customer. Inox provided the services using Internet through a secure server

Outbound B2C customer acquisition programs

Telecom: Handled a number of programs related to both basic telephony and mobile connections in UK, Canada and the US.

Finance: Handled a program related to refinancing of home loans

Credit and Discount Cards: Handled programs related to Pay-As-You-go Master Card, healthcare discount cards, money saving travel programs and Internet benefits club cards

Security System: Handled a program for home alarm security

Outbound B2B customer acquisition programs

Telecom: Handled a customer acquisition program for basic telephony company in UK

Security System: Handled a customer acquisition program for office alarm security systems

Others: Handled customer acquisition program for software product suite and solutions of an IT Services company and for a Corporate gift company (UK)