SERVICES

OTHER SERVICES

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

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