Rejuvenates a leading Indian Online Food Portal by offering Customer Support services.
The client is one of India's leading online Food Ordering portals with a growing customer base in the Indian market.
With rapid business growth, the client's existing call center needed to deliver superior customer experience.
Suma Soft set up a dedicated and secure customer service call center equipped with voice and internet infrastructure. A fully-trained customer support experts team was put in place to handle all types of calls, queries, and customers' requests. We deployed a highly skilled team for centralized operations in Online Support via email & chat, Feedback Calling & Void Order confirmations, and a complete Content Management process.
Recently Suma Soft added the upselling part on the order processing platform. Our highly experienced team manages different client brands under one roof with a scalable and flexible infrastructure supporting peak volume during weekends and holidays.
The Primary Objectives for Suma Soft's Customer Service Call Center Were
Suma Soft put a scalable team consisting of over 75 processing associates with extensive training on the client's requirements. The staffing plan was tailored to meet weekend volume peaks and campaign-based peaks. The process-focused and quality system was implemented at Suma Soft resulting in meeting client SLAs for better turn-around time and quality.
The voice infrastructure was deployed on top of the hosted call center platform. This provided the flexibility to ramp-up or down the call center seats to handle peak volumes, even at short notice.
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