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Contact Centre Management
Companies globally have realized that customer service
is the key to retain their client base. Like the old
saying goes, “attracting a new customer is 9 times more
costlier than retaining an existing one and, by
investing in existing customer relationships, you are in
effect, increasing the effectiveness of your marketing
and advertising by 9 times.” Thus, handling customer
queries promptly and effectively is of paramount
importance.
Market Focus understands the importance of retaining
customers in the modern-day business environment and
offers customer care services via multiple methods,
including inbound and outbound calls, as well as through
the web (e-mail and chat).
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Inbound
Our customized inbound services help our clients to keep
costs down while retaining their competitive edge. We
assist customers across verticals - BFSI, Telecom,
Travel, Media, Retail, Government etc - by handling
customer queries effectively. We provide inbound
services for both B2B as well as B2C markets and our
services are offered uninterrupted - 24x7x365. Our
clients can derive measurable business benefits that
include –
• Faster delivery times with improved quality standards
• Improved conversion ratio for inbound sales
• Lower call handling times with lower abandon rates
• Improved customer experience
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Outbound
Besides the predictable savings from the offshore labor
arbitrage, Market Focus can generate significant
revenues for clients through sales and collections
processes. Incremental costs can be reduced through our
program enhancements (both in terms of the process as
well as the technology.)
The success of an outbound program is always linked to
meeting the objectives of the call. The objectives can
be varied i.e. – gather information, generate a lead,
introduce a product, set up an appointment, cross-sell,
or up-sell.
At Market Focus, our customer service / tele-sales
representatives are adept at strengthening customer
relationships. We offer both B2B and B2C outbound tele-services
and we combine state-of-the-art technology along with
well trained personnel to offer outbound programs which
are results driven. Our outbound service addresses the
needs of verticals like BFSI, Telecom, Travel, Media,
Retail, Government etc.
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Web
An increasing number of consumers are relying on the
internet for their daily needs. More and more businesses
are e-tailing and gaining new customers by promoting
their website as a main marketing and sales tool. Your
visitors should have information available to them, in
order to help them make an important decision related to
your product or service.
This emphasizes the need for ‘Live Customer Support
Services’. The click-to-chat feature on your website
gives your visitors the opportunity to ask you questions
in real-time. That question could simply be, "How do I
buy or sign up?"
Market Focus offers Live Chat services as well as E-Mail
support, to help you convert these online leads into
real customers.
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Contact
Centre Management
