Core Competencies
Xtenn has extensive experience in providing various offshore BPO services to companies and ‘growth innovators'. We are 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 have been clubbed under the following broad services:
Customer Care
Ensuring customer ‘delight’, building loyalty and creating opportunities
Xtenn is one of the largest customer care services provider in India and we help our clients establish benchmarks in world-class customer service. At Xtenn, every agent / associate strives to bring exceptional experience to the client's customers and provide first contact resolution. The company is the only Indian contact center to be awarded the "Frost & Sullivan Market Engineering Award for Customer Service Leadership in Indian Outsourced Call Center Market".
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
- Research escalated cases and provide solution
- Cross-sell / up-sell purchases
- Compliant and query resolution
- Activation and change of services
- Billing queries
- Product information support
- Order management
- Warranty / replacement support
- Booking and reservations
- Loyalty programs
- Account queries and maintenance
- Insurance claims calls
Technical Support
Extending support beyond sales by providing simple solutions to complex problems
Collections
Reducing risk and enhancing bottom lines
Telesales/ Telemarketing
Generating leads and adding value
Transanction Processing & Back Office Services
Extending support to increase accuracy and reduce turnaround time
Re-engineering and Value-added Services
Sharing benefits, improving processes and removing inefficiencies |
