Customer Service Outsourcing
Companies are outsourcing customer service to focus on core business competencies and operations. In addition, cost reduction, declining in-house capabilities, and increased demand for customer support channels are driving outsourcing of customer service.
The Infosys BPO Customer Service Outsourcing practice provides a consistent customer experience across all channels of customer support through customized solutions, right sourcing and continuous training. We leverage our Global Delivery Model and state-of-the-art technology to reduce the overall cost of operations. Our impetus on hiring, training and quality ensures that we incorporate customer service into processes.
The Infosys BPO Advantage
Infosys BPO has proven capabilities and deep domain expertise in voice and data business operations. We provide unique service advantages and realize sustainable benefits through non-process levers such as intelligent technology. Our integrated customer care and back-office processing services enable faster Return on Investment by reducing service costs, improving customer retention and increasing revenue per customer.
Our thirteen delivery centers in India, Philippines, China, Thailand, Brazil, Mexico, the Czech Republic, Poland, and Atlanta provide customer services for multiple processes in various languages. We have made significant investments in tools, hiring practices, training applications, and a globally hosted voice infrastructure to deliver ‘differentiated’ services that go beyond Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
Highlights
| Optimal sourcing |
- A global delivery network designed to source the optimal mix of resources with skill and scale in key geographical locations
- Multi-lingual capability supports voice and data processes from various locations
- Skill profiling process covers seven essential skills to determine the right skill for the right job
- Clustering of resources based on ‘right skilling’
|
Training
Language and communication
Domain |
- Voice Lab with tools to supplement language training
- Competency Development Group invests in dedicated and experienced customer service resources, trainers and domain experts from the U.S. and U.K.
- Customer Service Center of Excellence ensures proficiency through a competency framework and certifications in customer service
- Domain-specific training for industries
|
| Operations |
- Performance management is driven by OPEX scorecards, management review systems and customer satisfaction indicators
- Service Level Agreement (SLA) management focuses on SLA adherence, compliance with processes and increased productivity
- People management covers employee satisfaction initiatives, attrition control programs, and rewards and recognitions
|
| Technology |
- A globally hosted voice infrastructure to take calls from anywhere in the world to our delivery centers
- Various productivity improvement toolkits like unified desktop, multichannel integration
- Complete ACD functionality and complete IVR functionality along with web-based real-time reporting
|
Language Capabilities
| India |
English |
| Europe, the Middle East and Africa |
English, German, French, Italian, Czech, Slovak, Spanish, Russian, Dutch, Polish, Portuguese, Norwegian, Romanian, Swedish, Croatian, Danish and Finnish |
| Latin America |
Spanish, Portuguese |
| Asia Pacific |
English, Japanese, Korean, Mandarin, Cantonese, Chinese, Thai and Malay |
A Snapshot of Success Stories
| The world’s third-largest IT services provider |
- Technical troubleshooting and customer service for laptop users
- Support for Operating Systems, system troubleshooting, configuration, installation, etc.
|
U.S., Canada and the European Union |
Manila |
24/7 |
| The world’s largest technology distributor |
- Consultative pre-sales support
- Solutions to close sales
|
U.S. |
Manila |
12/5 |
| The world’s largest network equipment manufacturer |
- Order management - Inbound and outbound
- Voice and e-mail-based order management, including order placement, order follow up, cross-sell and up-sell, shipment status, etc.
|
North America, the European Union, Asia Pacific, Australia and New Zealand |
Manila |
12/7 |
| A leading retailer |
Level-1 IT helpdesk for retail stores across Japan |
Asia Pacific |
Hangzhou |
16/7 |
| A global Dow 30 US telco |
- Hardware and software technical support
- Billing support to customers across broadband, DSL and dial-up services
|
U.S. and Canada |
Pune |
24/7 |
| A U.K.-based telco major |
Helpdesk and billing support – voice and e-mail |
U.K. |
Bangalore |
24/7 |