Client Overview
NIXI (National Internet Exchange of India) is a government-owned company providing neutral ISP services in India. It helps to manage and operates the internet exchange points in India. It plays a crucial role for enabling internet traffic and boosting internet services throughout the country.
Objective
NIXI wanted to improve its customer support services for tier 1 clients by providing timely communication for KYC verification and billing reminders. To do this, NIXI collaborated with Call2Customers Call Center Pvt Ltd. The partnership’s aim was to deliver effective outbound call services in both English and Hindi while maintaining high service standards defined in the SLA. We used the best technology for tier-1 call center support to improve the user experience and assist everyday business activities.
Solution
Call2Customers Call Center Pvt Ltd created a detailed support plan for NIXI, focusing on three main areas:
Basic Customer Support:
We provided first-level support to help customers with their questions and problems. Our team assisted with everyday business activities, made calls to customers, resolved their issues, and set up an auto callback for missed calls.
Our goal was to respond quickly and accurately to keep customers happy. To achieve this, we used an auto-callback system that allows us to reach clients within seconds to speak with them.
KYC Verification Calls:
Our agents used advanced dialer to make calls to verify the identities of customers as part of the Know Your Customer (KYC) process, which saved the time of agents.
The objective of the call was to collect and check the necessary documents and information from customers.
Billing Reminder Calls:
We called customers to remind them about upcoming bills and payments, so all the payments can be on time.
We also provided detailed billing information and helped with any payment-related questions.
Meeting Service Expectations: Call2Customers followed the Service Level Agreement (SLA) with NIXI
Responded to customer questions and issues within the agreed time.
Quickly resolved acustomer concerns and completed KYC verifications.
Maintained high levels of customer satisfaction through efficient and polite service.
Improving Service Quality: To keep improving, Call2Customers held regular sessions with NIXI:
Reviewed call recordings to check the quality of service.
Collected feedback from NIXI to find areas that could be improved.
Made changes based on this feedback to enhance the customer experience.
Results
NIXI’s customer service has significantly improved since working with Call2Customers
Higher Customer Satisfaction: Our well-trained staff provided better support and prompt communication, which made customers happier.
Increased Productivity: The incorporation of cutting-edge technology contributed to the streamlining of procedures for handling KYC verifications and billing reminders.
Continuous Improvement: Regular feedback and review sessions ensured continuous improvements in service quality, which resulted in customers retention.
Conclusion
Call2Customers Call Center has impressed organisations with effective and timely services. We worked with the objective of client’s retention and maintain high quality service. We have effectively supported NIXI in providing top-quality customer service by hiring highly qualified staff and using cutting edge technology. We adhered to the SLA and consistently assisted in enhancing their procedures. Our staff contributed to NIXI’s continued commitment to providing exceptional service and client satisfaction. This collaboration reflects the commitment to quality and continual development that both firms share.
For more information on how Call2Customers can support your telemarketing and fundraising needs, visit www.call2customers.com or contact sales@call2customers.com.