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Business Process Outsourcing – Data & Voice

Process Max started as a pure voice call center working for a small US based chain of clinics. What started as a small 2 people outbound call center, slowly grew to a 30 team operation serving as a helpdesk to some of the most prestigious names in the industry today. Our Call center runs different services today which include inbound and outbound call center services, technical helpdesk, customer service and support, web research and more. Some of the services that we provide:

  • Tele-calling B2B, B2C for –
    • Data Hygiene – update clients / vendors / prospects lists
    • Lead Generation
    • Surveys and market research
    • Brand promotion & concept selling
  • Internet Research & Data Capture
    • Email Blasting
    • Online research and analyses
  • Custom Surveys
    • Customer Feedback survey – online & Telephone
    • NPS (Net promoter score) – online & Telephone
    • Customer Satisfaction surveys – online & Telephone
  • Technical Support Helpdesk
  • Marketing & Loyalty Campaigns
  • Transaction Processing Operations – Sales to receipt, Purchase to pay

Our transformation and Outsourcing services in Customer Service function helps to address challenges related to the customer life cycle. While Outsourcing services help manage customer service operations in a cost effective manner, Operations & Process Excellence solutions create greater process efficiency and Data Analytics improve the effectiveness of marketing campaigns and loyalty programs.

Infrastructure

We support our customer service operations using the latest and most efficient hardware and software systems which include

  • EPBX system – supports multiple lines and channels to support multiple client operations. Features include VRS(Voice response system), Uniform call distribution, skill based call routing, TAPI, CLI and many more features.
  • Networked desktop systems supporting high internet bandwidth
  • Noise cancelling headsets
  • Dedicated ISDN PRI lines
  • Cisco routers and central server for access to software
  • Custom created CRM software with TAPI interface integration and CLI pop up to ensure smooth capture and secure storage of customer data for each client.
  • Scale up capability to support any mid-sized customer contact operation.

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