Call Centre Services (Inbound and allied services)
ULTIMATE ITPL With our associate can provide call center facility with inbound and allied services. Outbound calling would also be done if required.
This call center was used in municipal elections to assist voters who may not have access
to internet, voice voter helpline was active for 12 hours a day. Online agents helped to resolve queries
pertaining to election. Queries pertaining to voter search, acts rules, contact numbers of
officials were resolved on a phone line as well.
Facilities
- Configurable IVRS
- Call Detail Record (CDR)
- 1800 Toll free number can be obtained
- periodic updates on the status of the performance and day to day activities
- Prompt and efficient MIS support
- CRM support for the centralized data purposes
- Maintain all the documents up-to-date in the reporting format agreed
- Maintain up-to-date information on the customer contacts, RO contacts, Management contacts, SLA matrix, Severity and categorization matrix of customers.
- Daily Incident Report – Closed/Pending
- Weekly Problem Report
- End of Day Report – Highlighting all exceptions and critical events for that day
- Conference Call MOM
- Escalation reports