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| Client Name | : | A leading US Mortgage Firm | |
| Location | : | Mumbai |
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| Project | : | Inbound Call Center | |
The client was evaluating the option of outsourcing the first level of customer interaction to a low cost location, thereby allowing his own expert team of loan officers handle mature calls and attend to high value customers. After evaluating various call center vendors, the client chose to partner with iSmart International After a study of the client’s existing business, iSmart prepared detailed process maps and transition plan. The transition methodology included understanding of client’s business processes, technology implementation, recruitment & training of CSRs and overall project management. The CSRs attended the overflow calls from the client’s EPABX, through the International Private Leased Circuit (IPLC), recorded the caller details and transferred them to the client through the Internet. A customized software application was developed which facilitated the generation of comprehensive reports as per the requirements of the client. Successful execution of outsourced process has lead to client ramp-up of over 200% since the beginning of the outsourcing relationship. |
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| Client Name | : | A leading US Mortgage Firm | |
| Location | : | Mumbai | |
| Project | : | Tele marketing services to a home security company in the USA . | |
The client is a dealer of a leading Home Security system manufacturer in the USA. To increase sales, the Client was exploring Telemarketing as an option in addition to Direct and Over-the-counter channels. Telemarketing has the added advantage of time and cost savings in addition toaddressing a targeted audience. The client was evaluating the option of outsourcing this Telemarketing function to a low cost location, thereby allowing him to utilize his staff on alternate Sales channels and on ensuring quality service delivery. After evaluating several vendors, the client chose to partner with iSmart. After a study of the Client’s existing business, iSmart prepared detailed process maps and transition plan. The transition methodology included understanding of client’s business processes, technology implementation, recruitment & training of CSRs and overall project management. A comprehensive script and rebuttal manual was prepared that enabled the CSRs to effectively attend to all customer queries and resolve all their doubts convincingly. Apart from voice recording of the conversation with customers, provision was made for the client to remotely monitor each agent by means of a webcam as well as remote barge-in facility. Apart from the daily / weekly sales report, comprehensive reports encompassing all pertinent call handling and disposition details were made available to the client on a daily / weekly basis. |
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French Bank Plans To Issue First Visa-branded Multos Card.
