Customer Operations

• Businesses requiring reliable and timely customer operations and omni-channel customer assistance across the business value chain and seeking expert contact centre help to manage customer operations 24/7
• Firms looking to reinvent contact centre with intelligent operations to achieve greater profitability and efficiency
• Contact centres that rely on numerous vendors for customer operations and could benefit from centralised operations
• Contact centre teams wanting to keep costs predictable

• Productivity improvements 
• Optimising cost 
• Improving stakeholder experience 
• Generating valuable insights for the business 
• Multi-function (HR, finance, procurement, customer service, operations, etc.) and multi-region support
• Scale benefits from service provider’s continuous investments in technology, infrastructure and leading practices for customer operations

*subject to diligences

• 20 years’ experience in customer operations and consulting
• 50+ customer operations clients*
• 13 delivery locations and 2 ICoEs*
• 550+ professionals with contact centre operational expertise
• Blend AI automation and machine learning with customer insight and experience to continually refine and enhance customer journeys and experiences

• Inbound: Includes sale queries, sales support (transactional or IT), feedback and complaints
• Outbound: Includes customer conversion, customer registration (if applicable) and escalation based
• Virtual team centre: Specific backend teams could either be inbound/outbound or both and cater to cross-industry offerings
• Demand forecasting and order management
• Client query handling and resolution