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| Home » OPERATIONAL EXCELLENCE |
Our Process Flows are designed and integrated on a well-defined CRM Strategy. Our team believes successful CRM focuses on understanding the needs and desires of the consumer and is achieved by placing these needs at the heart of the business by integrating them with the organization’s strategy, people, technology and business processes. |
| Our customer relationship management strategy will address four key areas of the business: |
1. Strategy
2. People
3. Process
4. Technology |
Commitment to surpassing our customer expectations” is our ‘mantra’ in Infoline. We strive to meet and exceed the productivity service level agreements of multiple processes spanning across various verticals.
Infoline doesn’t just provide customers with cost effective services; instead it plays the role of a strategic partner who can share their business vision and understand their quality goals. We follow a continuous improvement model wherein we along with our clients analyse the existing process flows and suggest various value added inputs or process modifications to try and achieve the un-stated goals of our client’s business. |
Our robust technology support ensures the following: |
Skill based routing ensures that the call is routed to the most qualified agent.
This ensures that the customer gets quality information as the agent would have necessary inputs and he would be most qualified amongst the group to answer the relevant queries.
Longest available agent
This ensures that queuing is restricted to minimum and the average handling time is less than 30 seconds
Auto Answer
This ensures that the call is automatically routed to the agent and agent does not have a choice but to answer immediately. |
From an Operations and Quality, the following is ensured: |
• Each and Every process/projects are given equal priority irrespective of the nature of the activities involved.
• There is a structured pre implementation process, stringently followed by the Operations team before the start of every project. This includes in depth understanding of the client requirement and multiple meetings are undertaken with the client to finalise on the complete implementation plan step by step.
• Well trained and dedicated resource is ensured for every process. While assigning a resource to a particular process, a detailed mapping of the process requirement with the resource knowledge and skill set is done.
• Every process, has a pre approved and pre defined daily report and the same is given to the client to keep them informed on the progress
• Every effort is made to meet the SLA needs of the client. |
Today, Infoline can boast a whooping 90% and above when it comes to meeting the service level standards. The average handling time is usually less than agreed standard as per specific project requirements and every agent strives for a quick resolution. If in case an agent does not deliver as per expectation, appropriate feed back is given to the concerned agent and relevant training is also given to close the gap |
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