| Komlink International has extensive experience
in providing various offshore BPO services to Fortune 1000
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
Komlink
International is one of the largest customer care services
provider in India and we help our clients establish benchmarks
in world-class customer service. At Komlink International,
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
Rapidly
changing technology and demand for simple to complex technology
driven products has changed the service expectations of the
customers. Komlink International is providing 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.
Provide
step-by-step guidance to queries on:
Troubleshooting
support
Installation
support
Software
usage and problems
Application
and desktop related queries
Internet
related issues
Connectivity
problems
Up-sell
/ cross-sell services and products
Computer
hardware queries
Product
related services queries
Product
upgradation and accessories
Collections
Reducing risk and enhancing bottom
lines
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.The agents
handling these accounts are fully compliant with the Fair
Debt Collections Act. All agents are trained and tested comprehensively
on FDCPA. In addition, production scheduling and call processes
are designed to ensure full adherence to FDCPA at all times.
Telesales/
Telemarketing
Generating leads and adding value
We do outbound direct marketing campaign, selling home equity
loans to target consumers, telesales for extended warranty,
welcome calls, insurance calls, selling the services related
to partner programs and promotions, selling 'sticky services'
and sales referrals.
We are registered for the states in USA where we make telemarketing
calls and adhere to the respective State and Federal Telemarketing
rules.
Transaction
Processing & Back-office services
Extending support to increase accuracy
and reduce turnaround time
Komlink International provides backend support and processes
voluminous transactions for its 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.
Reduce costs and consistently provide quality outputs in:
Claims
registration, adjudication and processing
Application
processing
Order
fulfillment
Information
verification and confirmation
Skip tracing
Payroll
processing
Research,
analyze and resolve escalated cases
Account
maintenance and changes
Correspondence
management
Data conversion
Re-engineering
and Value-added Services
Sharing benefits, improving processes
and removing inefficiencies
Our
co-sourcing model seamlessly integrates with and works as
an extension of our clients. Komlink International has introduced,
developed and used various tools to bring process improvements,
productivity gains and quality enhancements. Some of our initiatives
have also been replicated by our clients
Share best practices and add value through:
Creation,
updation and re-engineering of training processes and manuals
Introducing
transitioning methodologies
Customized
and real-time reporting tools
New technology
/ applications implementations
Domain
training and tailored hiring processes
Introduction
of middleware for automation and efficiencies
Quality management tools such as Six Sigma, Pareto, Kano Analysis,
Fish Bone Analysis, Time and Motion Study for process improvements
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