We have over 22 years of experience providing customer care services to businesses across industries. Over the years, we have provided various customer care services such as technical support, troubleshooting, live chat assistance, email management, etc. We have served businesses across diverse industries, such as healthcare, retail, banking, insurance, hospitality, e-commerce, telecommunications, technology, and utilities. Our huge list of clientele trusts us solely because of our consistency in maintaining a 98% issue resolution rate.
Our customer care process is driven by a process built with common challenges in mind. We train agents to develop excellent product and service knowledge before assigning them to clients. This training includes knowledge of databases, management tools, and other repositories to resolve issues promptly. Due to this extensive training, they can leverage various communication channels, from phone calls to emails, live chat, and social media, to deliver customer experience with equal ease.
Our process consists of three primary levels of support. These include First Contact Resolution, to resolve issues in the initial interaction; Escalation, to shift matters to higher-level support for specialized attention; and Multi-Level Support, to ensure that queries progress through tiers of expertise. Together, these levels of support guarantee comprehensive assistance and have helped us maintain our client satisfaction rates.
As an expert customer care service provider, we strive to uphold stringent quality standards. We bank on establishing and monitoring KPIs, advanced workforce management tools, and a robust quality assurance framework to make customer care service efficient and reliable. To determine agent effectiveness, we focus on feedback mechanisms based on which we even undertake skill development initiatives.