Process

Contact Centre Management

Calibehr - Contact Centre Management Company in India


At a time when the consumers lead a very fast-paced and hectic life, efficient contact centers are a make-or-break factor for all businesses. A contact center, also referred to as a customer interaction center or e-contact center is a central point from which all customer engagements are managed. A contact center can manage customers with both voice calls and data applications like e-mail, web-based chat/instant messaging. The evolving customer behavior has made organizations around the world realize that call center / contact center outsourcing is a cost-effective option that promotes customer satisfaction as well as retention. A fully functional contact center takes advantage of instant customer needs for text and visual communications in addition to phone calls. These days contact centers are also using ‘blended agents’- who can manage multiple forms of voice and data-centric customer communications. A call center, which offers an effective and efficient blend of solutions helps businesses to automate their outbound and inbound campaigns and avoid lost opportunities. All these aspects of contact centers lead to a better customer retention rate for businesses, which in turn increases the overall business performance.

Range of Contact Centre Solutions by Calibehr

Inbound- Our Inbound Call Center Services include

  1. Customer Service-Calibehr’ provides polite, professional and pleasant customer service solutions to businesses across the globe. Our Customer Service Solutions include after-sales support, query management, order/entry processing services, and customer satisfaction among others. We are well equipped to address all the needs of customers and enhance the organization’ brand value.

  2. Order Taking - Calibehr’ trained, dedicated and experienced order takers can handle order taking services in a professional manner and support businesses to run smoothly with our services.

Outbound- We provide outbound services for verifications, surveys, up-selling, cross-selling and customer acquisition for products and services offered by the clients.

Feedback Calling- We also provide customer-oriented feedback calling that helps our clients win customer’s loyalty and reduce attrition. Our sophisticated and trained executives make customers feel that their opinion matters to the business, thus helping businesses improve the quality of their products and services.

Email Support- Calibehr has the resources, expertise, technology, and skills to deliver email support services. Our team is capable of providing technical support, order fulfilment, verification, query resolution, technical/non-technical support, shipment information, after sales queries, cross-selling and up-selling through our email-support services.

Live Web Chat Support- For businesses to ‘be always there for customers’ it is very important to indulge in interactive marketing tools. Chat support facilitates the opportunity to assist customers instantly. Calibehr is equipped to offer live web chat support services to businesses on a 24 X 7 X 365 basis. Our live web chat support services include customer service, technical support/help desk, order taking, etc.

Why Choose Calibehr as your Contact Centre Technology Provider?

Well Trained Workforce- Our qualified, young, energetic, and professionally trained executives deliver all kinds of outsourcing services to clients across various domains.

24/7 Customer Support- We provide unmatched contact centre services 24x7 via a state-of-the-art corporate contact centre.

Cloud-Based Technology- Our cloud-based technology enables representatives to work from the location of their own choice thus improving the customer experience. Cloud allows us to deploy flexible and scalable solutions without spending unnecessarily on expensive infrastructure.

25+ Years of Industry Expertise- We are a professional BPM company that has been in the industry for many years. We have worked with clients across various locations and industry verticals and have considerable expertise to capitalize on. We use this expertise to improve the process efficiency of our clients and trigger the growth of their business.

Benefits of Outsourcing Contact Centre Services to Businesses

Experienced and Dedicated Agents- Contact centre service providers have an in-depth knowledge of providing services in various domains. With advanced technologies and new analytical methods, contact centres can provide personalized customer service of the highest quality.

Business insights- Great customer experience is a result of correctly anticipating their needs via converting call centre analytics into actionable insights. The data collected through customer interactions can provide actionable insights that help in improving organizations’ processes.

Real-Time Access and Control- Indian contact centres utilize the best of technology and software enabling businesses to use contact centre dashboard updates in real-time. Businesses can use the data to meet their performance goals.

Customized Online Reporting Dashboard- At contact centres, every customer interaction is tracked and recorded. The data is customized and brought to a systematic order with the help of technology as per client’s need. These customized dashboards can be used to extract useful data and improve business operations.

Reduce Overhead Expenses- By outsourcing contact centre services businesses can save in terms of manpower and infrastructure. Without having to invest in training costs or expensive software, organizations can utilize their resources for core business functions.

Improve Business Continuity- Business continuity is planning for all scenarios to ensure a business can continue in the event of any unforeseen issue. Organizations can improve their business continuity plan by availing the services of a robust contact centre.

Access to other digital engagement platforms- It is very important for businesses to provide multi-channel support to satisfy the new age customer. Contact centre management services provide a multi-channel support system through various digital mediums such as email, social media, web chat, IVR touchtone, SMS, Smartphone application, IVR speech, video chat, etc. It is almost impossible to get this kind of advantage in-house at a competitive price point hence businesses prefer contact centre services.