Our client is into advisory services on Energy to household customers of UK. The client offers advisory services through web, inbound and out bound services in India.
The client is in the seventh position in the utility price comparison services in UK. They have couple of outbound centre in India. The client wants to attain first position in 2 years time and the possible way is to increase the calling agents. The client approached us to start an outbound centre on fixed payout model. The client is governed and monitored by UK authorities to give quality service and to protect consumers.
We have been provided complete training by the client directly and the customer service operation is monitored by them on a daily basis. We stick to quality compliances, performance metrics and continuous development. Quality and performance are key attributes in this outbound campaign.
The process has Campaign Manager who will be the process owner. This person is responsible for the quality and productivity of the BPO operation. Team leaders will facilitate the team on productivity and quality analyst will ensure 100% quality in Customer services.
Productivity Vs Cancellations