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.