Customer Support Centers

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SOA Web Technologies Open Source Technologies Network Technologies Methodologies, Standards & Processes

Back Office Operations Customer Support/Contact Center Network/Systems Operations Center Methodologies, Standards & Processes

Clientele Business Partners Technology Partners

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	Back Office Operations
	Customer Support/Contact Center
	Network/Systems Operations Center
	Methodologies, Standards & Processes

Customer Support Centers

All organizations have a dedicated customer service desk, most having access to valuable data of customers and using this to provide relevant information to them. There are various types of companies now engaging in more sophisticated customer service and support desks, using the methodology of a comprehensive CRM suite, offering the end consumer a personalized level of service, addressing each request as an individual case, using the data available.

We adopt the guidelines and standards based on global best practices in providing the best possible customer support, and the family of standards from COPC.

The following performance parameters help us measure our output against the efforts of our team:

Client Satisfaction and Dissatisfaction
End-Consumer Satisfaction and Dissatisfaction
Service and Revenue Performance
Quality Performance
Cost and Efficiency Performance
Staff Attrition and Absenteeism
Achieving Results
Asset Efficiency
Cost of Poor Quality (COPQ)

This not only measures performance and quality in terms of output to end-consumers and customers, but also takes care of the work effort delivered by the team, allowing management to cater to their needs and reward them effectively. It also helps us the skill and training needs thus targeting our project objectives accordingly.

Customers demand a better service, and we make it the best. We have a dedicated team of highly experienced customer services professionals, with a keen interest and urge to keep customers satisfied. Following best practice methods of customer communication handling, they maintain a sharp focus on achieving the desired standards and setting KPIs to match those of world renowned customer support centers. Calls can be recorded/monitored, quality feedback and training is provided, documented processes for each customer, to meet their core business requirements.

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