Sparsh BPO Services Limited : Seamless Customer Service

The key challenges that contact centers face include; slow speed of

technology deployments, costly maintenance contracts, difficulty tracking the

effectiveness of individual agents, and a lack of metrics, goals and actionable

data.

Now for the organizations like BSNL who have millions of customers scattered

through out the country, providing excellent customer service through contact

center adds complexity to the above mentioned challenges. To overcome these

challenges, a 24x7x365 inbound customer service was provided to BSNL customers

by Sparsh BPO Service.

Some of the features of the solution that was implemented included Automated

Call Distribution ( ACD) , Automated Outbound Dialing ( AOD / PD ), Voice Portal

( IVR ), Voice Logging, Agent Blending ( Inbound /Outbound ), Advance Reporting

Package, Application Program Interface ( API ) for Agent Desktop / IVR design

and Supervisor Control.

Major challenges during the implementation of this project included: support

for high call volume (6-7 Lakh calls per day), IVR treatment for each call,

setup needed to cater to customers base speaking more than 20 different

languages, and support for customers with different ability including some who

have never used even simple phone features.

Implementation of this project has resulted in improved customer satisfaction

by 8%, increased first call resolution by 5%, increased self service automation

by 10%, and reduced overall maintenance costs by 20%. Other benefits include the

ability to track buying trends, capture customer satisfaction and loyalty.