In today's competitive environment, Contact centers have become an essential interface for retaining and increasing a company's customer base; yet escalating operational costs, turnover, and the quest for customer satisfaction present difficult challenges. Companies seek partners who will function as an extension of their organization at significant cost savings, without sacrificing quality or customer delight.
MphasiS BPO provides superior offshore contact center solutions to clients across the globe. We have strong domain expertise in Banking & Capital Markets, Insurance, Healthcare & Life Sciences, and Telecom, and a growing client base in Transportation & Logistics, Energy & Utilities, Retail & Consumer Packaged Goods, Manufacturing, Media and Publishing. We build strong relationships with your customers by leveraging multiple channels seamlessly. These channels include voice and non-voice (e-mail, chat, mobile, web, branch, and electronic transaction processing) based customer service.
Services
- General Information & Enquiries: Account balance, Transaction details, Privacy questions, Proactive security issues, Promotions, Reward Programs, Bill Payments, Transaction Details, Transfers, Setting up monthly payments, Enquiries, Block stolen/lost cards, Change of address, Stop payments, Service plans, Credit card balance transfers, Inbound Customer Service for Visa customers, Balance enquiries, Payment due dates, Transaction details, Balance transfers, Foreign exchange details, Updates on travel watch status, Up-selling of Visa products, Credit limit increases and Balance Transfers, Data entry, Application received via internet, Applications received via branches, Applications received via mail, e-mails / Letters received from customers to update account
- Sales: Monthly Campaigns (inbound and outbound), Subscriptions, Lead generation and referrals, Up-selling internet services, Overdraft facilities, Line of credit
- Complaint Management: Dispute / Enquiry Resolution, Issue Resolution, Insurance Claims
- Retention: Collate reasons for cancellation, Resolve queries, Provide and allocate Retention offers
- Content Management: Listings & Page ready services, Sport Data capture, Editorial service
- Document Management: Indexing, Archiving
The MphasiS Advantage
We believe that the true measure of performance is 'end customer satisfaction'. This is above and beyond the Service Level Agreements (SLAs) that we are assessed on. We invest in our people, processes and technologies towards achieving this goal. We have a selective recruiting and training process which includes using tailored modules for your industry, products, and processes, resulting in our ability to support your requirements with a superior team of contact center professionals.
We recognize that up-to-date client-specific knowledge is critical for success, and therefore have developed programs, training, and knowledge tools to ensure that our employees stay current in our client's product, service, and compliance updates.
