| Narrated
below are a few case studies conducted by us:
Case
Study I
–
Outbound: Lead generation and closing sales
for a client offering Mortgage services
Client
A leading financial services organization offering refinancing
of home loans
Objectives
Not only generate leads but also close sales
Target
Audience:
 People
who had paid their home loan installments for the last 2 to
3 years
Client would pay full financed amount to the primary finance
company and refinance the amount to the end customer with
a reduced payment period (from 30 years to 24 years)
Achievements
Provided
a reliable, scalable, low cost and low risk technology infrastructure
to the client
Matched
the SLA requirements
Case
Study II
–
Inbound: Customer Service: North America
Client
An
upcoming Wireless Telco of North America
Objectives
The client was looking at outsourcing Customer services for
the first time out of North America with following objectives
Increased
customer satisfaction levels and relevant service level
Reduction
in operating cost
Extended
work hours and need to handle spike in call volumes
Major
challenges were hand holding the client thru their first outsourcing
case
Solution
Initialize
and stabilize the pilot before ramping to productive phase
access to client’s database thru VB application via
broadband internet
Remote
training
Achievements
Provided
a reliable, scalable, low cost and low risk technology infrastructure
to the client meeting the following SLAs
Answering
80% of calls within 20 seconds
Average
speed to answer at less than 10sec
Call
abandonment less than 5%
Implemented
a web based reporting tool
Next Step
End-end
process right from Customer acquisition, customer support
to billing and collection services already started.
Case
Study III
Inbound: Customer support-UK
Client
A
UK based leading Marketing company having tie ups with High
Street brands
Claims
Information contact center
Objectives
Process
was already operational out of UK and South Africa. Primary
objective of outsourcing to India were
Increased
call volumes
Reduction
in cost with extended work hours
Disaster
recovery site
Challenge
posed by client was to achieve the benchmark conversion levels
achieved at UK and quality standardization
Solution
Quick
and successful transition of the process with 28people within
10days (2 shift)
Remote
barge-in facility with online ACD reporting via web
Agent
wise performance monitoring in terms of conversions
Achievements
Benchmark
levels achieved within first week
Exceeding
SLAs requirements
Average
speed to answer at less than 5 sec
Call
abandonment less than 5%
Next Step
Ramp
up to 90 agents within next 3 months
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