Data Acquisition & Verification for a leading Company
Solution
Binary Semantics worked towards a well defined process for carrying out the calling operations, with the benefit of lower turn around time and quality of data. Thus achieving end objectives. Methodology implemented by Binary:
- Binary conducted a detailed assessment of the client’s need with the core pilot team.
- Staff was recruited and trained in less than a months time.
- Thorough trainings on product & communication skills
- Flexibility model was planned to meet customer demand- Peaks & Lows
- The pro-active approach to be adopted for improving processes and procedures
- Designed, documented and deployed the process from scratch, including identification of skilled resources training and certification of associates, QC methodology, escalation process, matrices & reporting etc.
- Focus on effectiveness and efficiency of the process through continuous improvement of set benchmarks.
- The solution involves outbound telemarketing, inbound customer contact, document processing, correspondence for customer queries and multi channel complaints handling (voice).
- Simultaneously, we worked on upgrading technology/CRM that helped further to reduce the error rates, ability to acquire more listings and automate some of the manual tasks.
Results/Benefits
- Enhanced productivity.
- Consistently maintained higher than set Quality Benchmarks.
- Time and Cost savings on the Process.
- Random and regular Quality checks ensured that the associates always strived for better Benchmarks.
- The telemarketing endeavor increased the response rates for client.
- The process was extended to other business divisions and product categories.
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