HeroINBOUND: Inbound Call Center Services

Customer satisfaction and customer loyalty are crucial in today's highly competitive market. Whether you want to turn prospects/contacts into sales, retain existing customers, or look for up-sell and cross-sell opportunities, excellent customer care through multiple service channels and round-the-clock support across time zones and geographical divides will help you grow exponentially. From complex to concise, Hero BPO implements customer care and customer retention programmes that include inbound and outbound call center services, as well as email interactions and live Web chat. Our consistent and flawless execution helps enhance customer satisfaction and ensures increased customer loyalty while you gain in quality, efficiency and cost effectiveness.

Inbound Call Centre Services: Our USP

Hero BPO offers a wide array of inbound voice services essential for outstanding customer relationship management (CRM). The BPO company partners clients to help them acquire new customers and retain the existing ones. Our innovative people and processes play a crucial role in ensuring your success and overall growth. Hero BPO studies key elements of your products/services, analyzes customer base and tailors the most effective programmes for acquiring new customers or retaining those you already have. Furthermore, our solutions ensure greater scalability, increased revenue opportunities and total commitment to service excellence at every stage of the process.

Service Offerings

Our extensive experience in managing voice processes, combined with our training heritage, allows us to provide inbound call center services for various functions such as customer service, sales and technical support. We specialize in catalogue sales (order taking) along with up-sell and cross-sell options; provide technical support according to your escalation protocol and maintain databases to be accessed locally or across the Web. Hero BPO can implement quickly and execute with excellence, besides offering our services 24x7.

We have advanced scripting programmes, supported by an innovative Learning and Development team, which means our inbound call center associates can come up to speed on your project and provide high quality services that will exceed your expectations. We can develop solutions that will help your company maximize every opportunity.

Key solutions at a glance:

• Customer support/query management
• Customer acquisition
• Catalogue sales, along with up-selling and cross-selling
• Order processing
• Account and billing query management
• Technical support
• Campaign response management
• Market research and data capture
• Registration, membership and subscription

Key Industry Verticals

At Hero BPO,we understand your requirements to ensure excellent customer support and retain customer loyalty. Our innovative people are thoroughly trained to tackle varied aspects of customer care across different channels and various industry verticals such as credit cards, directory assistance, e-commerce and retail and telecom. Our inbound call center services are designed to address all your routine and custom requirements, so that we may effectively serve as the offshore extension of your customer helpdesk. Hero BPO has made its mark in the directory assistance industry and supported one of the major players by handling directory enquires and validating & updating databases. We have also assisted one of the largest telecom companies by providing customer help and troubleshooting services.

Quality Metrics

Hero BPO is metric-focused and has in place various parameters to assess the quality of the inbound call center services on offer. As a part of the implementation process, we will work closely with you to define these metrics and develop customized reports on a regular basis for effective quality monitoring.

Key quality and Operational parameters

• Customer satisfaction index
  Our customer care processes measure the CSAT through email or over the phone.
• Customer experience
  The soft skills of the associates are measured on a specific form to evaluate the customer experience score.
• Quality Score (live monitoring score)
  Client provides a monitoring form to assess live transactions. The Hero BPO team is calibrated with the client's core teams or any third-party team.
• First call resolution rate
  The analysis of cases closed and reopened indicates the first call resolution rate.
• Service Level/Abandon Rate
  The ability to maintain the service level is a clear indication of our ability to manage a flexible workforce and respond to client-specific business needs.
• AHT (Average Handling Time)
  The improvement rate of new people on this parameter is critically monitored and worked upon to ensure cost-effective solutions.