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Services and professional support for domestic and overseas calling programs including
- US presence in Denver,
- Calling projects for overseas call centers,
- On behalf of the US client, oversight of the Indian call center
- Joint projects with US call centers including skill supplementation, overflow and ramp-up support,
- Program evaluation and monitoring,
- List enrichment and scrubbing to meet US no-call requirements,
- Predictive dialing and equipment sourcing, and
- US-based project support and client liaison.
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Key Benefits
- Offices in the US and India providing local representation
- Knowledgeable professionals with contacts in both locations
- History of successful projects
- Excellent references
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Capabilities
- Conducting Due Diligence on Indian Call Centers to determine suitability for the US Client's program. This involves technical, managerial, financial appraisal and identification of areas where improvement is required.
- Negotiating outsourcing contracts outlining the SLAs, SPHs, performance bonus, contract period, business processes, reporting requirements, etc.
- Ensuring that end-to-end connectivity, technology and training is in place before a Trial Pilot is launched.
- Coordinating the completion and uploading of Script/s, rebuttals, dispositions, etc.
- Overseeing seamless integration of US client's database with Indian Call Center, if required by the program.
- Assisting in Program Specific Training and Business Process Migration.
- Monitoring the Trial Pilot and resolving issues to streamline the delivery process. Ongoing Program Management covering the duration of the contract. This usually includes daily monitoring, daily and weekly reporting, issue escalation/ resolution, ensuring adherence to SLAs and SPHs, billing verification and maintaining authenticity of database.
- Acting as an Aggregator in case the Program is running at multiple locations in India.
- Overall protection of US Client's business interests.
- Depending on the size of the Program and the US Client's requirement, we allocate our resources to the Call Center site for hands-on supervision. Our people are experienced professionals and trained to monitor and manage outsourced Services programs. Our excellent relationship with the major players in the Indian Call Center Industry ensures smooth and successful delivery of Services.
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