TheQualityResourceGroup’s Contact Center Services are a realization of our endeavor to provide one-stop solution for customers needs while capitalizing on our strengths in consulting and technology segments. TheQualityResourceGroup Contact Center unit offers world class offshore outsourcing and consulting services by specializing in IT enabled services, back office processing, and BPO Contact Centre Services – TheQualityResourceGroup; all this with reduced costs and improved quality substantially. Our strategic relationship with clients go beyond incremental cost saving, and deliver significant business benefits in terms of business efficiency, effectiveness, innovation and control. The main motive for Call Center solutions is to fuel company growth by allowing clients to invest time, money and human resources into their core activities and building strategies.
Customer Relationship Management at TheQualityResourceGroup Consulting Call Center unit is a business strategy that influences our processes, culture and technology to optimize revenue and increase value through understanding and satisfying the individual customer’s needs. Our strategy encompasses the entire spectrum of activities starting from segmentation of customers to acquisition and profitable retention. All of these activities are undertaken through strong operational processes that are effectively integrated with business intelligence.
At TheQualityResourceGroup, the key drivers for customer contact services are bottom-line cost reduction, process improvement, and standardization to reduce operating costs. We view outsourcing as a way to improving performance, enhancing innovation and creating a stronger competitive advantage for our clients.
In order to reduce costs of contact center operations we focus on:
• Reducing time to handle contacts;
• Reducing cost of resources; and
• Reducing volume of contacts.
Call volume is reduced by minimizing the number of repeat contacts (referred to as call backs for phone calls) by taking the following steps:
• Improving first contact resolution rates;
• Improving contact closings
• Using proactive follow-up processes.