Sparsh BPO Services Limited : Seamless Customer Service

This project provides a 24x7x365 superior & seamless service to the needs of diversi-fied multilingual customer base of BSNL (PAN India)

Monday, June 01, 2009

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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.

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