Customer Care Services
Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase.
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
YANTRAMBPO Customer Services includes:
Customer experience management
Inbound Phone Support
Customer relationship management
Answering Support Services
Customer service representative
Live Chat Support Services
Customer survey
E-mail Support Services
Service system
Technical Support Services
Strategic Partnership
Yantrambpo' strategic partnerships are built on a solid goal: To establish relationships with business peers creating an extraordinary level of new value that neither partner can create alone. The relationship begins with Yantrambpo' core competencies as a strategic partner:
- Financial stability
- Multiple industry experience
- Knowledgeable and experienced personnel
- A breadth of contact center service offerings and technologies
- Market orientation and innovation.
Yantrambpo prerequisite for a strategic, enterprise-level partnership is trusting in Yantrambpo as an organization, its people and its core competencies in contact center operations.
This enterprise relationship starts with Yantrambpo employing a team dedicated and entrusted with understanding your needs and developing the value creation exercise into a reality. Team members include experts from sales, business management, knowledge management and quality assurance.
Best Program Design and Performance
Yantrambpo' expertise in contact center program design and performance is the result of our commitment to leverage best-in-class practices by integrating our people, processes and technology to help clients enhance quality, increase sales and reduce costs.
Lowest Operating Cost to the Client
Being the world's largest outsourced provider of customer care services does not necessarily mean being the "price leader." An organization must consider that all performance-based measures work together to drive cost, not just one or two. Evaluating all cost drivers ensures a complete cost picture as well as prevents cost-efficiency from inhibiting other program objectives such as call handling rates, sales conversion, etc.
Cost-Preventive Performance
Cost-preventive performance measures must be considered when evaluating the total cost of two competing solutions. For example, a high first-call resolution rate prevents customers from having to call a second or third time to achieve resolution. In addition, the availability of a more cost-effective channel, such as IVR, drives down the total cost to the client of managing customer interactions. The ability of Yantrambpo to provide these kinds of capabilities contributes as much to the client's bottom line as a low price might from a competitive solution.
High Utilization and Productivity Factors
An organization that has high performance measures but very poor utilization and productivity is, in effect, paying for that level of performance. At Yantrambpo, we help clients meet the challenge to maintain high utilization and productivity levels without sacrificing program performance.
Cost Reduction Case Studies
Many of our clients have benefited from our ability to effectively manage customer care program costs. For example:
By partnering with Yantrambpo, US Postal Service saved an estimated 25% on contact center operations during the first year, with guaranteed annual savings in subsequent years.
Highest-Quality Contact Management and Expertise
Yantrambpo' reputation, human resource expertise and employee training and development programs have given us the ability to attract and retain some of the highest-quality customer care representatives and management staff in the industry.
Yantrambpo also has made additional investments in technology designed to monitor and measure quality:
Yantrambpo' market research group, a top-50 global research firm, has pioneered a customer satisfaction research methodology that has been specifically designed for contact center professionals.
Point of Service Evaluation (POSE), is an instrumental tool used to capture the voice of the customer on a near, real-time basis. POSE data and statistics are used as a proactive employee-development tool. It also allows Yantrambpo to continuously monitor the customer point of view to ensure that superior service is consistently provided.
In addition, Yantrambpo implements company-wide quality monitoring and coaching programs across all projects involving live agents.
Inbound Phone Support
Are you looking to improve company sales, secure customer retention, and increase customer acquisition?
We are offering you a highly trained and experienced team to handle your telemarketing and inbound calls. Our services are designed to optimize the performance of your business, which in-turn results in increased profits.
Our services are readily available to B2B and B2C companies. Whatever your unique requirements we can accommodate you. If you require a special service function, we can tailor our offering to suite your exact need.
We operates 24/7, offering expert customer service that results in solidifying your credibility with current and potential clients.
No situation is too complex or too simple; we will take care of your customers and your business.
Live chat support
YANTRAMBPO Chat support includes:
Website navigation support
Online search and information support
Online order form completion and transaction support
Our awarding-winning live chat service has a proven track record in helping companies increase sales and improve customer service.
Close sales with visitors who hesitate on product pages or in the shopping cart by inviting them to chat with a product specialist Increase order values by cross-selling or upselling complementary products or accessories Improve first contact resolution through hands-on assistance from a support representative
Exit surveys show that visitors who chat are happier and more profitable than those who rely on self-service:
Technical Support Services
By leveraging our ‘best in class' infrastructure, our extensive IT and technology expertise, Yantrambpo offers clients offshore Technical Support services that are second to none. Yantrambpo's offshore Technical Support Helpdesks are customized into the client's blend seamlessly to front-end customer relationship management exercise.
Offshore Technical Support Services includes:
1. Web site support
2. Technical product support
3. Technical Monitoring Services
4. Remote infrastructure management
5. Customer support
Answering Support Services
Our service representatives serve as the front door to your organization. We use the latest technology and Yantrambpo has the expertise and experience to assist you in your telecommunications needs.
We train our staff to be sensitive to all types of issues and to respond any emergency situation quickly and appropriately. Our highly dedicated and talented management team is composed of individuals with diverse backgrounds in technology support and call center operations.
Our state of the art Answering Service includes following services:
- Call Center answering, processing and dispatching
- Medical answering services
- Receptionist service
- Inbound customer service calls including web access to update your client
information
- Message center that includes call answering, screening and messaging
- Appointment reminder and confirmation calls
- Customer/patient help desk
