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We service the entire spectrum of inbound and outbound customer interaction along with back office processing for both retail and corporate customers.
Customer Care
At BPO Matrix we help our clients establish benchmarks in world-class customer service. Our agents / associates strive to bring exceptional experience to the client's customers and provide first contact resolution.
We have a host of customer care services which help 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.
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Booking and reservations |
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Loyalty programs |
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Customer retention |
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Account queries and maintenance
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Warranty / replacement support |
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Order management |
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Product information support |
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Billing queries |
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Compliant and query resolution |
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Cross-sell / up-sell purchases |
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Research escalated cases and provide solution |
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Telesales / Telemarketing
We do outbound direct marketing campaign, selling home equity loans to target consumers, telesales for extended warranty, welcome calls, and selling the services related to partner programs and promotions.
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Collections
We have 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.
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Transaction processing & back-office services
We provide backend support and processes voluminous transactions
for our clients. We provide expertise for both, contact and non-contact services. Our systematic approach towards training, quality control and service delivery helps our agents / associates, process transactions and consistently perform above the client's enterprise averages.
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Application processing |
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Order fulfillment |
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Information verification and confirmation
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Payroll processing
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Research, analyze and resolve escalated cases
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Account maintenance and changes
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Correspondence management
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Data conversion
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Technical Support
Rapidly changing technology and demand for simple to complex technology driven products has changed the service expectations of the customers. BPO Matrix can provide 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.
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Installation support |
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Troubleshooting support |
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Software usage and problems
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Application and desktop related queries |
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Internet related issues |
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Connectivity problems |
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Computer hardware queries |
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Product related services queries |
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Product upgradation and accessories |
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