Inbound Customer Interaction

Companies globally have realized that service is the key to retain and augment their customer base. Thus, handling customer queries promptly and effectively is becoming increasingly important.

CALTEC's customized inbound customer interaction services provide quality customer service enabling our clients to keep costs down while retaining their competitive edge. We assist customers across verticals - BFSI, insurance, telecom, travel, media, retail, government and consumer durables - by handling customer queries effectively.

CALTEC offers a unique blend of customer management and Transactional processing services under one roof. We have evolved a single window based service delivery platform, which integrates our client's diverse business support requirements. Our telecommunication model seamlessly integrates various modes of communication such as telephone, data, fax, SMS, email and web, and delivers a truly customer friendly solution. This ensures quality customer service at highly competitive rates and keeps our clients overall cost structure low.In addition, CALTEC provides inbound customer interaction services for both Business to Business, and Business to Consumer markets.

Our customers, who comprise industry leaders among others, have derived measurable business benefits that include :-
 • Shortened delivery times
 • Improved quality standards

Key parameters we track and benchmark against Service Level Agreements are -
 • Improved conversion ratio (for Inbound Sales)
 • Higher average speed of answer
 • Lower average handling time (includes talk time and wrap-up    time)
 • Lower abandon rate
 • Improved Customer experience

At , we understand the individual needs of every customer. Our customer service representatives are adept at strengthening end-customer relationships. We offer both Business-to-Consumer and Business-to-Business outbound teleservices. CALTEC combines state-of-the-art technology and specially trained customer service representatives to offer results driven outbound programs. Our outbound services address the needs of BFSI, insurance, telecom, travel, media, retail, government, and consumer durables industries.

In addition to outbound call services, CALTEC offers sophisticated data analysis and reporting tools to understand, analyze and maximize the profitability of a transaction. These reports are continuously used to evaluate our calling strategies and refocus our efforts, as necessary. Thus, our clients have access to information needed to make informed marketing decisions.

Key parameters that we track and benchmark against Service Level Agreements are -
 • Improved sales per hour
 • Increased contacts per hour
 • Higher conversion rates
 • Better list penetration
 • Reduced talk time