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Support Services Offered
- Inbound Call Center Services
- Outbound Call Center Services
- Telemarketing Services
- Technical Support Services
- Business Process as a service
- CCTV Monitoring services
- Email Support Services
- Chat Support Services
- State-of-the-art infrastructure
- Complete Security in Call Center Operations
- Operational Transparency
- Quality Monitoring
- Low Cost Advantage
- Specialized call monitoring system
- Real-time reporting by expert professionals
- 100% quality assurance in call recording
Success Stories and Case Studies
Lead generation services improved sales conversion ratios
A rapidly growing e-logistics company, having a strong presence in the USA, runs its entire transportation management business with the help of 100,000 trucks. It has close to 2500 clients. In order to enhance its sales conversion ratios, the company wanted to generate a large number of sales leads. Besides, it also wanted to outsource its operation of updating information about its sales business on www.salesforce.com. The company wanted to outsource lead generation services to a professional organization.
Our market research team succeeded in accomplishing the task by collating the required information from specific websites. The team derived raw lists of leads from all possible sources. It was challenging to unify raw, unstructured and inaccurate data in different formats, into one format. The team also managed to upload the data on salesforce.com in a timely manner. This helped the customer’s sales team focus on the sales process only and enhance the conversion ratios significantly.
How did they do it?
Our team of experienced professionals developed a fool-proof and efficient process to generate high-potential leads. The leads were generated based on several pre-determined parameters such as type of industry, geographical location of the company, annual turnover of the company and the core-products of the company. The leads were uploaded on salesforce.com regularly. The lists of raw data were customized and unified in a single format that could be directly imported to the website.
- Increase in efficiency and conversion ratios in the sales process.
- Deals that were in the pipeline were closed.
- Considerable cost-savings attained due to reduction in operational costs.
Outsourcing BPO Services Helped a Leading IT Services Company - A Success Story
A leading IT services company’s BPO division was facing several difficulties in processing mail order fulfillment for millions of orders each month. Flatworld Solutions helped the company by designing a unique BPO platform meant for mail order processing.
Some of the challenges faced by Flatworld were:
- The IT services company’s BPO division focused more on delivery and required immense training in BPO platform management.
- The company’s existing in-house IT support was not in accordance to BPO platforms. It was more focused on desktop management. Moreover, the support service team was not familiar with the BPO domain.
- The turnaround time to respond to customers’ queries had to be enhanced.
We set up a special team, the members of which had expertise in Oracle DBA, BPO platforms and operating systems. A special support operations centre was also established which was equipped with voice/email/internet facilities, including remote access support, which helped in reducing the turnaround time considerably.
The following technical support services were outsourced to us:
- Providing daytime support to suit the USA timeline
- Performing regular cleanup and maintenance activities at the support centre
- We extended its support services to 24 hours during peak period (when there was an excess of processing requirements)
- All necessary applications required at the support centre were installed and configured. Besides, regular upgrades to the applications were done
- All the databases were periodically maintained and updated
- All kinds of application errors were rectified regularly
The company was pleased with the services provided by us. Several performance-related issues, faced by the company earlier, were also resolved by us. This augmented the company’s productivity significantly.