Outsource2Experts manage customer care services and back office processes in the domains of banking, insurance, financial services, travel, technology, telecom and retail. Our services include customer care, technical support, data conversion, collections, telesales, transaction processing and other value additions.

Outsource2Experts continually strives to enhance the value to our clients and the end-customers we share. Through operational excellence, technology innovation, and global skill set sourcing; Outsource2Experts provide greater end-customer satisfaction and incremental client revenue at a reduced cost.

The BPO industry is one of the most challenging businesses to be in and requires outstanding execution skills. Outsource2Experts has mastered the art and has sustainable competitive advantage through strong fundamental practices that are an integral part of our operational model. These practices envelope the entire spectrum of our business model and are focused on building high client satisfaction through high-quality service delivery and value addition to their businesses.

Outsource2Experts has developed the following distinctive capabilities that enable it to provide customized and perfect solutions on time, every time –

Our core competency –
Our team brings to the fore, core competencies in servicing clients and is focused on BPO services unlike other companies that provide this service as an addition to their core business.

Your seamless extension –
Our model empowers the clients to run their operations at our offshore centers and provides them with flexibility and high-quality experience.

Ensuring successful migration and implementations -
Outsource2Experts has developed a comprehensive and detailed methodology for transitioning and implementing the client's projects. This structured process enables strong adherence to project implementation timelines, high quality of implementation and better understanding.

Servicing your needs with competency-
Outsource2Experts has exceptional experience in managing transactions and contacts in a high-volume environment. Outsource2Experts has gained experience in scaling multiple pilots ensuring high-quality service delivery and adherence to Service Level Agreements.

Core Competencies
Outsource2Experts offers a host of integrated remote support services. These include customer care and technical support through multiple communication channels, backend transaction processing, outbound collections and telemarketing.
Outsource2Experts is uniquely positioned to service the wide spectrum of inbound and outbound customer interaction and back office processing services to both retail and corporate customers. Our support for various processes has been clubbed under the following broad services:

Customer Care
We help our clients establish benchmarks in world-class customer service. At Outsource2Experts, every agent / associate strives to bring exceptional experience to the client's customers and provide first contact resolution.
Our host of customer care services helps in establishing and maintaining 'customer relationship management'. The scope of services vary from simple queries (accounts details and maintenance, information on products and services purchased, travel services required, service changes / swaps) to complex questions (escalations, premier queues). The customer care arm also provides inbound sales including cross-sell and up-sell services. This has generated significant revenues to our clients.
We provide exceptional experience in:
• Customer retention
• Billing queries
• Product information support
• Order management
• Warranty / replacement support
• Booking and reservations
• Account queries and maintenance
• Insurance claims calls

Technical Support
Outsource2Experts is providing all levels of technical support for businesses and consumers. This includes providing services for simple customer service, product information requiring specialist knowledge and complex issues management. The services also include tech-support related to escalations and high-end queries.
Provide step-by-step guidance to queries on –
• Troubleshooting support
• Installation support
• Software usage and problems
• Application and desktop related queries
• Internet related issues
• Connectivity problems
• Computer hardware queries
• Product related services queries

Collections
Outsource2Experts has implemented both inbound and outbound calling processes for our financial services clients. The outbound calls are made for the 1st and 2nd stage collections from prime and sub-prime mortgage customers of the client's home mortgage products. The calls are made to delinquent customers to gain a promise to pay or when acknowledging the payment.
The agents handling these accounts are fully compliant with the Fair Debt Collections Act.

Telesales / Telemarketing
Outsource2Experts do outbound direct marketing campaign, selling home equity loans to target consumers, telesales for extended warranty, welcome calls, insurance calls, selling the services related to partner programs and promotions and sales referrals.


Domain Expertise

Outsource2Experts has gained experience and brought best practices to various processes in the domains serviced. We provide a wide array of inbound, outbound and back-office services to clients in the financial services, insurance, technology, telecom, retail and travel and hospitality verticals.

Outsource2Experts seeks to work as a partner with each client, delivering cost as well as quality benefits that have a long-term impact. Our Project Management, People, Processes, Platform, and Performance framework allows us to scale very rapidly and deliver quality customer service on time, every time.

Financial Services

Outsource2Experts is providing support for a wide array of banking and financial services products and services. Our strong focus on speed of execution along with process improvement and quality control has provided the transformational benefits of outsourcing to our clients.
Some of the services include-
• Information Calls
• Account - verification, confirmation, fulfillment and maintenance
• Welcome calls
• Offer sales referrals
• Collections
• Telesales for home loans
• Welcome and insurance calls

E-Commerce & Retail

Outsource2Experts has significant experience in delivering customer satisfaction in a high volume environment and provides scalability with flexibility. Outsource2Experts have the unique distinction of servicing diverse product ranges of online retailers and retails chains from books, toys, electronic products, Internet properties to education savings.
Some of the services include-
• Customer service
• Exceptions support for 1-800 numbers
• Inbound sales
• Technical support
• Fraud detection
• Order processing
• Telemarketing of co-branded credit cards

Travel & Hospitality

Outsource2Experts understands that the travel and hospitality industry is very dynamic and the competition is increasing with the newer distribution models available. The agents / associates at Outsource2Experts help in fulfilling customer demands thus ensuring customer loyalty. We have the necessary competencies to deliver superior service for our clients in airline, hotels, car rentals and travel management companies.

Services include –

• Information calls
• Booking and reservations
• Customer service

Service Channels

Voice

The spectrum of services includes customer care, technical support and outbound programs. Given below are some of the services we provide:

Customer service
Telemarketing /Telesales
Collections
Technical support
Booking and reservations
Complete query resolution
Customer Satisfaction surveys

Data (Back-office and Transaction Processing)
Outsource2Experts provides backend support and processes a high volume of transactions for its clients. Our systematic approach towards training, quality control and service delivery helps our agents / associates process transactions and consistently perform above the clients' enterprise averages. We delivery high accuracy and provide support in:
• Research, analyze and resolve queries
• Claims registration, processing and adjudication
• Correspondence management
• Liability processing
• Account verification and confirmation
• Information validation
• Application processing

Call Center Services
Managing Call Center Services effectively is an imperative for any business - and as volumes increase, the task becomes tougher. This demands an outsourcing partner who can deliver enhanced value to your customers and has the ability to scale with your growing needs.

At Outsource2Experts we have one clear goal - to ensure customer delight at the end of each interaction. We believe in optimizing each customer contact to deliver value to both the end-customer (in terms of delight & satisfaction) and the client in terms of business value.

Outsource2Experts web enabled call center agents can answer customer concerns, take orders, or simply answer questions about your products or services on a 24/7/365 basis. Our call center services include Voice Support Services, Email Support Services, and Chat Support Services.
At Outsource2Experts, we take the time to fully understand your organization’s work culture and processes before handling your business. Empowered with this individualized insight, we get to know your goals and help you surpass them. Our Customer Service staff will coordinate with your telecommunications providers to ensure a smooth and seamless transition.

Inbound Call Center Services
Customer Support Services
Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 basis.
* Callers are greeted by a Outsource2Experts Agent or with an automated greeting that can gather data through touchtone entries.
* Outsource2Experts Agents serve your callers utilizing our platform, your in-house application or custom scripting.
* Any follow up activity can be scheduled as needed.
* A copy of account activity emailed to the location(s) of your choice.

Technical Support Services
Our technical support offerings include round-the-clock technical support and problem resolution for computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and usage support. Examples of this service include customers calling to resolve a problem with their home PC, how to dial up to their ISP, how to use their web hosting accounts and with a problem with their software or hardware.

Help-desk Services
Our help-desk services provide technical problem resolution and support for corporate employees. Examples of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, shrink-wrapped products, connectivity etc., office productivity tools support including browsers and mail, new service requests, product usage queries, IT operational issues, routing specific requests to designated contacts and remote diagnostics (password reset, desktop control).
Applications -
* Customer Service
* Lead Capture & Distribution
* Order Capture & Up-sell/Cross-sell
* Dealer Locator
* Inquiry Handling
* Direct Response
Outbound Call Center Services

Powered by a responsive and highly motivated team of call center professionals, Outsource2Experts offers a wide array of outbound telemarketing services – enabling companies to generate leads and acquire new customers. Our extensive experience in outbound call center services, combined with technological solutions, quality assurance programs and commitment to customer service excellence has helped many companies achieve optimum results from their direct marketing efforts. Outsourcing your outbound call center services and telemarketing process to Outsource2Experts will also be cost effective, as we track customer value against the acquisition cost and come up with solutions to improve the quality of your sales processes. Furthermore, we will help you gather critical market intelligence for enhancing customer support and strategizing business moves.

Whether you are targeting the business-to-consumer (B2C) market or want to explore the business-to-business (B2B) segment, experienced call center professionals at Outsource2Experts will focus on the unique requirements of each client and come up with suitable solutions. The primary focus of our outbound telemarketing call center services is product sales and value-added sales cycle management. A thorough understanding of your business/industry and target market, proposition and timing, makes the outbound call center services at Outsource2Experts, most effective. Once you identify existing or potential customers, well-trained associates at Outsource2Experts initiate contacts and help you meet acquisition goals. Our outbound telemarketing/call center services rigorously adhere to a highly result-oriented and cost-efficient production and management process, allowing us to meet and exceed customer expectations every time.

Outbound Call Centre services:
* Lead generation
* Customer acquisition and retention campaign
* Verification
* Database enhancement and management
* Debt Collection
* Market Research
Web Enabled Call Center Services
With the explosion of companies offering products and services for sale on the Internet, there are now several ways in which a customer contact center can assist the web user with 'live' customer service as they order, request product information or simply browse.
Customer Support Executives can finish a customer's incomplete order, suggest complementary products and services to those already ordered, complete final credit card transactions by telephone, guide customers through the process of completing an order, or help them find a desired location within a web site.
Outsource2Experts web-enabled call center allows our Agents to deliver superior service to your callers. Empowered with your in-house resources, applications and information, Outsource2Experts web-enabled call center operators can assist your callers quickly and accurately, improving the caller experience and your business.

Web-Enabled Customer Service Agents Make a Difference

* Increased Resources: Web-enabled operators can obtain information via the Internet, whereas traditional operators only have the resources available within the call center.
* Increased Productivity: Outsource2Experts operators can access a client's data to give information to the caller or even update the caller's information in the client's database or application.
* Increased Efficiency: Web-enabled operators can start a trouble ticket and immediately give the caller the ticket number by accessing the client's help desk program on their Intranet.
* Increased Understanding: Web-enabled help desk support gives the caller assurance that the operator is experiencing the same thing, at the same time, as they are.

Email Support Services
Email can be a true asset for companies that handle large volumes of customer interaction and support. Cost-effective, digitally archived, and increasingly accessible, email provides a comfortable means to communicate.
When email is mismanaged, however, it can slow productivity and discourage customers. While Internet customers expect an acknowledgement of their contact within one hour and an actual response within twenty-four hours, an ICSA/e-Satisfy.com study shows that approximately forty-percent of customers never receive a response at all!
By providing the proper tools to our staff of expert support engineers, Outsource2Experts can help your company leverage the best qualities of email and eliminate the potential drawbacks.
Effectively exploiting the power of email will have a profound effect on your company by delighting your customers and drastically lowering your support costs. Outsource2Experts helps you harness the true potential of email.

Delight Your Customers
Our Support Engineers will respond to your customers' emails in a friendly, professional, and personalized manner. When Outsource2Experts takes over your email support, your customers will be more inclined than ever to email for support.

Quickly Respond to Every Inquiry
Outsource2Experts will guarantee a personalized response to your customers' emails within a mutually agreed upon amount of time. Additionally, each incoming email will trigger an auto-response to your customer that acknowledges the problem and describes how to track the incident online.

Efficiently Route Email
Incoming email messages are routed to the proper recipients within Outsource2Experts or your organization. For example, support questions will remain with Outsource2Experts, thank you letters can be forwarded to your marketing department, and business proposals can be sent to your business development team.

Retain More Customers
Outsource2Experts can write emails to follow-up on customer cancellations. These emails are intended to discover reasons for leaving and to help retain lost buyers. When customers express anger or frustration with your company, Outsource2Experts can send personalized apologies for damage control and customer retention.

Control Spam
Outsource2Experts can filter out unwanted messages, mass emails, and other distraction.

Provide Seamless Support
Email messages will contain your company's greetings and closings to ensure seamless integration with your existing support mechanisms.

Live Chat Support Services
Well implemented chat support has the potential to combine the best qualities of email and voice. Live, cost-effective, and web enabled, Outsource2Experts Chat Support gives your customers a means to communicate over the web 24/7. Without hanging up from their Internet connection and without waiting for an email response, your customers will love the ease of use and accessibility of live chat support. As more and more of your customers gladly shift from phone to text-based communication, you will watch customer satisfaction rise as support costs diminish.

Better Support Your Customer Online
With the click of a button, your customers can text chat with a live Outsource2Experts representative at an hour and without having to download any additional software. Because most issues can be resolved over the computer, live chat is a perfect means to immediate resolve customer issues.

Chat with Netiquette
Outsource2Experts support engineers are trained in proper chat netiquette to best serve your customers. Polite and intelligent, our staff will work to quickly resolve your customer's problems.

Proactively Assist Customers
Support engineers can push web pages to your customer's browser in order to help him/her locate useful or requested information. Additionally, we are able to monitor a customer's activities on your web site. If your customer appears stuck on a particular technical support page, for example, a support engineer can interrupt a user's session by offering to chat with them.

Know Your Customers
When a customer triggers an interaction with one of our support engineers, information about that customer appears on the engineers screen, facilitating a more personalized, effective session. With an integrated support system, your customers will not have to repeat their issues if they have previously emailed, chatted, or called.