Call2Customers Call Center Pvt Ltd Assisting Times Group of India

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Client Overview

The Times Group of India, a major media company, introduced a new mobile app called Rocket Singh. It is a finance mobile application” and “querka skool mobile application”.  This app is meant to improve how customers interact with their services and provide an easy-to-use digital experience. major aim was to sign up existing clients for the app, guaranteeing a smooth transfer and authenticating their identities through KYC processes.

Objective

The Times Group assigned Call2Customers Call Centre Pvt Ltd to manage KYC processes of existing customers and register them We used telephone services, together with TrueCaller and WhatsApp premium services, to register them on Rocket Singh app. Our agents called customers to create leads and convert them into app users. They explained the usability of the applications, and guided them through the app registration process. Our main focus was on maintaining high service levels as defined in the SLA and continuously improving service quality.

Solution

Call2Customers developed a comprehensive plan to help people sign up and complete their KYC (Know Your Customer) process, with these key steps

  1. Helping Customers Sign Up:
    • Our experts followed up with the existing users and guided them on how to register with the Rocket Singh app.
    • They demonstrated how to use the app and answered questions about its advantages.
    • If a customer encounters any difficulties during the sign-up process, they also offer assistance.

2. KYC Verification:

  • Our agents made calls in both languages English and Hindi to verify customers’ identities as we want to sure that each customer is comfortable to understand in their preferable language
  • Our agents collected all the necessary documents and information.
  • They also confirmed customers’ identities according to legal requirements.

    3. Meeting Service Standards:

    • They responded quickly to customer questions.
    • They resolved any issues related to sign-up or KYC verification promptly.
    • They kept customers happy by providing fast and friendly service.

      4. Regular Quality Checks:

      • They regularly reviewed call recordings to ensure high-quality service and adherence to standards.
      • They gathered feedback from the Times Group to identify areas for improvement.
      • They made changes based on the feedback to continuously improve the customer experience.

        Results

        Since working together, Call2Customers has successfully helped a large number of the Times Group’s customers sign up and complete their KYC process, leading to:

        • Increased Customer Satisfaction: Better support and smoother KYC processes made customers happier.
        • Improved Efficiency: Streamlined processes reduced delays and made things run more smoothly.
        • Ongoing Improvements: Regular feedback and reviews helped keep improving the service, in line with the Times Group’s goals.

        Conclusion

        Call2Customers Call Center Pvt Ltd has played a crucial role in the successful launch and adoption of the Rocket Singh app by the Times Group of India’s customers. By adhering to SLAs and leveraging periodic call calibrations, Call2Customers has helped the Times Group maintain high service standards and customer satisfaction. This partnership highlights the dedication to quality and customer-centric service that both organizations uphold.

        For more information on how Call2Customers can support your telemarketing and fundraising needs, visit www.call2customers.com or contact sales@call2customers.com.

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