BPO Services
Offerings
Customer Service Outsourcing
Infosys BPO’s Customer Service Outsourcing practice delivers world-class services with its domain expertise coupled with physical infrastructure, global technology and training methodologies. We provide services across industries like Banking and Financial Services, Insurance, Telecom, Technology Products and Services and Manufacturing.
Our Customer Service Outsourcing practice is witnessing an exponential growth rate of about 70%. We offer end-to-end customer service to our clients enhancing their customer interaction with improved loyalty. Our expertise addresses customer queries across Voice and Non-Voice channels.
We deliver value-added services and optimum benefits to our clients. Some of the aspects that differentiate us from our competitors are:
| Optimal Sourcing |
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| Training Language and Communication Domain |
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| Operations |
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| Quality | COPC-2000 certified Exhaustive quality check |
| Technology | Global Hosted Voice Infrastructure with Automatic Call Distribution (ACD) and dialer capabilities
Capability to develop and implement chat and e-mail Response Management and Ticketing Systems
Microsoft Partnership: Customer Care Framework - an enterprise software solution for contact centers that provides a unified agent desktop |
Business Transformation through Infosys’ Customer Service practice
Infosys’ Customer Service (CS) solutions deliver superior customer service experience through multiple communication channels such as phone, chat or e-mail. Our solutions achieve expertise and manage resources efficiently through:
- State-of-the-art, scalable and operational technology platforms
- Robust and proven workforce management systems
- Call recording and continuous improvement through quality monitoring
- Integrated performance monitoring and reporting tools
- Industry-recognized domain training and certification programs
- Language and Communication e-learning training tools
Voice practice
Infosys BPO, with its proven capabilities and extensive domain expertise in voice and data business operations, provides customer contact management services for industries across geographies.
Currently, we have more than 2,500 full-time employees providing voice-based solutions to clients supporting their customer base in U.K., U.S., Europe and APAC. We have established a global footprint and capability to provide voice services in multiple languages from our centres in India, Philippines, Czech Republic and Mexico.
Our voice services include:
- Inbound Customer Service
- Banking
- Payments
- Loans
- Mortgage
- Billing helpdesk
- HR services
- Sales support
- Technical helpdesk
- E-Commerce support
- Telecommunications fault repair
- Collections
- Internal services helpdesk
- Vendor authorization
Non-Voice practice
Infosys BPO has deep domain knowledge in the non-voice space. Our services range from simple customer requests such as account maintenance to complex judgement-based claims investigation, ticket processing for technical requests and e-mail response management for mortgage and retail banking.
We have experience in multiple communication channels such as e-mail and chat, and we have implemented e-Gain, an E-mail Response Management System (ERMS) for one of our leading banking clients. As part of our transformational initiatives, we have automated various data processes through system enhancements.
Our non-voice services include:
- L1/L2 Technical support
No Non-Voice E-mail support
- Mortgage banking
- Retail banking
- Loans
- Internal services helpdesk
Media Mentions
Fortune ranks Infosys 10 among Top Companies for Leaders 2007
More Press releases
FAO Today: Infosys BPO is an "industry leader" More In the News
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