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We are moving forward with a passionate commitment
around a common purpose making everything possible.
We love to work and then measure how good we are on it. Our service benchmarks tend to be yours that’s why
they are of our core focus.
Call Center
Customer Happiness
This is all about measuring how happy your every single customer is after their phone call interaction.
In order to measure this, we deploy post call feedback and surveys where customers rate their level of happiness on the scale of 1-5. Out of every 100 customers we get 90 of them selecting 5 which makes it 90% customer happiness.
Customer Happiness
This is all about measuring how happy your every single customer is after their phone call interaction.
In order to measure this, we deploy post call feedback and surveys where customers rate their level of happiness on the scale of 1-5. Out of every 100 customers we get 90 of them selecting 5 which makes it 90% customer happiness.
Call Quality
This benchmark counts how good an agent was in understanding customer needs, providing accurate information and entering correct data in the system.
Our quality department converts this qualitative data in to quantitative, monitor live calls and recorded data. We aim to achieve 100% call quality but margin of error varies from 7-10%.
Call Quality
This benchmark counts how good an agent was in understanding customer needs, providing accurate information and entering correct data in the system.
Our quality department converts this qualitative data in to quantitative, monitor live calls and recorded data. We aim to achieve 100% call quality but margin of error varies from 7-10%.
First Contact Resolution
Percentage of issues resolved during customer’s first call falls under this category. From seven years of our experience we have been managed to maintain 70% first contact resolution rate.
Second attempts or escalations are made only in case where customers don’t have complete information about their issues. Even after probing if customers are not sure then they are asked to provide information in second attempt.
First Contact Resolution
Percentage of issues resolved during customer’s first call falls under this category. From seven years of our experience we have been managed to maintain 70% first contact resolution rate.
Second attempts or escalations are made only in case where customers don’t have complete information about their issues. Even after probing if customers are not sure then they are asked to provide information in second attempt.
Conversion Rate
From years of our experience we have learnt the art of customer acquisition.
We have always been able to produce 45% conversion out of lists provided to us or efforts made to acquire interests of your potential customers by dialing random lists.
Conversion Rate
From years of our experience we have learnt the art of customer acquisition.
We have always been able to produce 45% conversion out of lists provided to us or efforts made to acquire interests of your potential customers by dialing random lists.
Agent Attrition
A certain amount of employee turnover cannot be stopped but too much of it can ruin any project’s deadline and its outcome. Some of the employees will always move away, go back to college or university or simply leave the workforce.
This little amount of turnover is not only unavoidable but sometimes beneficial because new fresh workforce and minds join with different level of capabilities. We have kept our employee turnover as low as 10-15%.
Agent Attrition
A certain amount of employee turnover cannot be stopped but too much of it can ruin any project’s deadline and its outcome. Some of the employees will always move away, go back to college or university or simply leave the workforce.
This little amount of turnover is not only unavoidable but sometimes beneficial because new fresh workforce and minds join with different level of capabilities. We have kept our employee turnover as low as 10-15%.
Service Level
Percentage of calls answered during a predefined amount of time is considered as service level and our average percentage is 90%.
Most of our clients expect us to answer all calls within 20-30 seconds which makes service level threshold as 20-30 seconds and our score is 90 out 100 calls answered within 20-30 seconds.
Service Level
Percentage of calls answered during a predefined amount of time is considered as service level and our average percentage is 90%.
Most of our clients expect us to answer all calls within 20-30 seconds which makes service level threshold as 20-30 seconds and our score is 90 out 100 calls answered within 20-30 seconds.
No Back Log
We are workaholic and never left backlog of calls to dial very next day. This helps us to move forward and meet deadlines. In B2B scenarios after call work is quite time taking like sending demo invites, sending agreement copies, entering complete client data in CRM and creating their profiles to further them. Same is the case with B2C scenario.
We complete all checklists of after call works without disturbing service level.
No Back Log
We are workaholic and never left backlog of calls to dial very next day. This helps us to move forward and meet deadlines. In B2B scenarios after call work is quite time taking like sending demo invites, sending agreement copies, entering complete client data in CRM and creating their profiles to further them. Same is the case with B2C scenario.
We complete all checklists of after call works without disturbing service level.
Your Brand Culture
Preserving your brand culture is one of our aggressive capabilities. We are so good at it that you customers will swear that we are in the same office.
We keep your brand promises and perception the way you have developed and add value to every customer interaction. Your brand values are what that should be kept alive and we are really good at it.
Your Brand Culture
Preserving your brand culture is one of our aggressive capabilities. We are so good at it that you customers will swear that we are in the same office.
We keep your brand promises and perception the way you have developed and add value to every customer interaction. Your brand values are what that should be kept alive and we are really good at it.
Targets Achievement rate
Every project of call center has some financial and non financial targets to meet in specific time period. When we take any project we spend huge amount of time on research and draw strategic plans to achieve your set goals and targets.
We have been successful to meet 95% of our client expectations in terms of customer acquisition, satisfaction, retention and quality.
Targets Achievement rate
Every project of call center has some financial and non financial targets to meet in specific time period. When we take any project we spend huge amount of time on research and draw strategic plans to achieve your set goals and targets.
We have been successful to meet 95% of our client expectations in terms of customer acquisition, satisfaction, retention and quality.
Net Promoter Score
Your happy customers worth more than your advertising efforts. Brand advocates and satisfied customers tell the story of their experience to at least 10-12 people from their direct and indirect social circle.
Net promoter score tells on the scale of 10 how likely customers are going to recommend your product or service to other in your circle. Our benchmark of this score is around 60-70. Click here to learn how we calculate.
Net Promoter Score
Your happy customers worth more than your advertising efforts. Brand advocates and satisfied customers tell the story of their experience to at least 10-12 people from their direct and indirect social circle.
Net promoter score tells on the scale of 10 how likely customers are going to recommend your product or service to other in your circle. Our benchmark of this score is around 60-70. Click here to learn how we calculate.
Call Abandonment Rate
Because of our lowest first and average response time our call abandonment rate is 5-7%. Abandonment is customers hanging up before agents answer their call.
Our strategic plan of reducing AHT, minimum after call work, A/B testing of welcome messages, self service IVR and allowing customers to opt for call back help us reduce average call abandonment rate.
Call Abandonment Rate
Because of our lowest first and average response time our call abandonment rate is 5-7%. Abandonment is customers hanging up before agents answer their call.
Our strategic plan of reducing AHT, minimum after call work, A/B testing of welcome messages, self service IVR and allowing customers to opt for call back help us reduce average call abandonment rate.
Churn Rate
Churn rate refers to percentage of customers who decide to end their business relation during a specific time period.
Our formula of calculating churn rate is; number of customers left divided by the sum of customers at the beginning and customers acquired during specific time period multiplied by 100. Our efforts always neutralize the affect of customers leaving by acquiring more customers which makes it 2-4% customer churn rate.
Churn Rate
Churn rate refers to percentage of customers who decide to end their business relation during a specific time period.
Our formula of calculating churn rate is; number of customers left divided by the sum of customers at the beginning and customers acquired during specific time period multiplied by 100. Our efforts always neutralize the affect of customers leaving by acquiring more customers which makes it 2-4% customer churn rate.
Resolution Rate
While taking calls as an outbound call center service vendor we aim for resolutions during the first contact but because of new issues that are not listed in the knowledge banks and against which we have not been updated resolution rate cannot be absolute.
Our resolution rate has always been around 95% and we consider this as one of our core competencies.
Resolution Rate
While taking calls as an outbound call center service vendor we aim for resolutions during the first contact but because of new issues that are not listed in the knowledge banks and against which we have not been updated resolution rate cannot be absolute.
Our resolution rate has always been around 95% and we consider this as one of our core competencies.
Customer Effort Score
Among so many methods of measuring customer satisfaction, customer effort score is often listed at the top. This metric is about calculating easiness of experience with the company that was created for customers during resolutions.
Normally this metric is derived from customer surveys and measuring meters are very difficult, difficult, neutral, easy and very easy. On this scale we have been always been easy and very easy.
Customer Effort Score
Among so many methods of measuring customer satisfaction, customer effort score is often listed at the top. This metric is about calculating easiness of experience with the company that was created for customers during resolutions.
Normally this metric is derived from customer surveys and measuring meters are very difficult, difficult, neutral, easy and very easy. On this scale we have been always been easy and very easy.
Forecast Accuracy
Forecasting the volumes and managing capacity has direct affect of other metrics like resolution rates, customer effort score etc.
Agents must be taking or dialing calls at a set frequency to avoid errors and for this we carefully analyze our forecast accuracy through calculating this metric at the end of every month. Our benchmark of this metric is 3-5%.
Forecast Accuracy
Forecasting the volumes and managing capacity has direct affect of other metrics like resolution rates, customer effort score etc.
Agents must be taking or dialing calls at a set frequency to avoid errors and for this we carefully analyze our forecast accuracy through calculating this metric at the end of every month. Our benchmark of this metric is 3-5%.