Call Centre
Voice – Inbound and Outbound
- Customer Services including Queries and Complaints Management, Sales Campaigns Up Sell, Cross Sell and adding new accounts, Activation Services
- Collections, Skip Tracing
- Early, Mid and late stage customer service in B2B and B2C
- Up Sell, Cross Sell and adding new
accounts, Activation Services
- Order taking, Reservations Advisory services, Fraud management
Non Voice Services
- Back Office Services
- Email, SMS, Social Media handling services, Webchat
Fault
Rectification
- Deployment of LCVs fitted with GPS, T&P items and trained manpower on 365 x 24 x 7 basis
- Receive complaints from call
center, visit consumer location and rectify the electric complaint falling within scope
- Ensure that faults are removed/ rectified within 2 hours
- Collect and record details
related to outage, rectification carried out, meter details, material used etc
Tracking &
Escalation
- Locate nearest FRT through Vehicle Tracking System (VTS)
- Track status of all complaints at a regular intervals
- Auto SMS to consumer upon complaint resolution/closure
- Auto SMS to client of “Out of
Scope” complaints
- Telephonic escalation to
client officials for “Out of Scope” complaints
- Tracking of escalated complaints till resolution
Vehicle Tracking
System
- Web based GPS / GIS VTS to identify the location of FRT the vehicles in the field
- Monitoring of vehicles real time basis on a background map showing details of the land-base like roads buildings, etc. over internet by logging into their account.
- Each vehicle mapped on
the VTS will show its registration number, make, and speed while monitored through VTS web interface.
Feet on Street and
Maintenance
- Locate nearest FRT through Vehicle Tracking System (VTS)
- Track status of all complaints at a regular intervals
- Auto SMS to consumer upon complaint resolution/closure
- Auto SMS to client of “Out of
Scope” complaints
- Telephonic escalation to
client officials for “Out of Scope” complaints
- Tracking of escalated complaints till resolution
HRO
- Retention Support Services
- Verification services
- Address verification
- Credit verification
- Employee Background Checks
- Documents Pickup
- Payment Pickup (Cheque
/ Cash)
- Skip Tracing
- Referral Case Management
- Customer Acquisition
- Field Presence: Delhi, Mumbai, Pune, Chennai, Hyderabad, Bangalore, Ahmedabad, and Kolkata
Back Office
- Basic Backend Operations
- Rule Based Processing
- Judgement Based Processing
- Payments and Accounting
- Fraud Detection and after care
- Issue Resolution
- Mailroom Correspondence
- Document Collection & Indexing
- Document Verification
- Printing & Dispatching
- Fulfilment Services
- Reconciliation
- Underwriting
