Customer Contact Support

We Are Talking About Your Customers…

Doing business isn't getting any easier. Today, more than ever, your customers are demanding outstanding, cost-effective performance and a much higher level of service and response. They are becoming harder to please, and even harder to retain.

Customer expectations are rising faster as the Internet speeds up transactions. The challenge most business models face today is managing customer service across the multiple touch points (phone, fax, email, web) at the customer's disposal.

Our Customer Contact Services offer a perfect blend of inbound and outbound Voice, Web and Chat services. We provide inbound and outbound Contact Center Services for both the Business-to-Consumer and Business-to-Business markets 24x7, 365 days, around the world. Our Contact Centers offer you high-quality, cost-effective, risk-proof coverage of your diverse and geographically distributed customer base.

Our comprehensive range of service offerings include:

• Customer Care
• Cross-sell
• Information Dissemination
• Survey Programs and Data Collection
• Customer Complaints
• Enquiry Handling
• Order Processing
• Product Promotion
• Product Support
• Catalog Sales
• Lead Generation
• Telemarketing
• Collection Calls

Telemarketing/Sales Initiatives

Sales & Order Taking

• Converting customer query calls into orders
• Entering order into system for execution

Outbound Sales Lead Generation

• Qualifying contacts
• Generating Interest in Offering
• Setting up appointment for Sales Call

Sales support call center

• Research on customer orders using the clients order management system and response to emails.
• Includes order status checks, quality issues, wrong deliveries, general inquiries and order taking

Technical Helpdesks

Solid Support… 24 X 7

Our Helpdesk service offering is a single point, 24X7, 365 days, interface for all your IT and technical support requirements. It is a unique platform for logging, tracking, reporting and resolving all IT related issues of your customers /employees offering them low hold times, quality service, and complete customized IT support.

Our services combine the best of both the worlds of self-help and consultant assistance. We will own and manage the root cause analysis process to understand and implement appropriate measures in order to prevent recurring problems and trends.

Whether providing a complete Helpdesk solution, supplementing an internal Helpdesk or referring /escalating incidents to more specialized entities for resolution our Technical Helpdesk services is the perfect answer.

Our services help you dramatically reduce the costs of providing IT support to your customers/employees, while increasing productivity and improving the overall customer/employee experience.

Service Offerings

Product Support

• Software Product Support
• Application Support

Technical Support

• Production Support
• Hardware Product Support
• Network Support
• General IT Helpdesk

Technologies

• Microsoft
• IBM
• Novell
• Oracle/SAP/Peoplesoft
• Sun

Service Levels:

• Level 0 support (self help services extended globally including R&D)
• Level 1 support (Call Center Services extended)
• Level 2 support (enhanced Call Center Services extended Globally as required)

Technology domain at ECALLSERVE include:

• IT Products (PC's, Mobile PC's, PDA's, Hardware, OS, Applications, Mailer Clients, Utilities)
• IT Services (ISP's - Dialup, Broadband, Mail, Access, Hosting)
• Wired & Wireless (Devices, Services, Applications, Utilities)
• Enterprise Infrastructure Components (Servers, Networking)
• Proprietary products & applications / Niche applications

Technical Support

• Application Software Support (MS-Office, Outlook, Suite Spot, Internet Explorer and software in this category)
• Operating System Support (Windows, Unix, AS 400)
• Hardware Troubleshooting (PC, Printers, Fax) including OS recovery
• Peripheral Support (Scanners, External Drives, Modems etc)
• Dispatching new products, replacements and arranging for onsite assistance
• Email/Chat Support (troubleshooting over email/chat)
• Network User Management/support