| Komlink
International has gained experience and brought best practices
to various processes in the domains serviced. We provide a
wide array of inbound, outbound and back-office services to
clients in the financial services, insurance, technology,
telecom, retail and travel and hospitality verticals.
Financial
Services 
Bringing competitive advantage and
cost savings through flawless execution
Komlink
International is providing support for a wide array of banking
and financial services products and services. Our strong focus
on speed of execution along with process improvement and quality
control has provided the transformational benefits of outsourcing
to our clients. This has been enabled through unique service
competencies and our understanding of world banking and financial
markets.
We deliver multiple processes from multiple locations and
act as a node in our clients' global processing centers. Our
strong adherence federal and state rules and stringent compliance
to processes and systems have brought best in class quality
performance across the client enterprises.
Services
 Some of
the services include:
Information
calls
Account
- verification, confirmation, fulfillment and maintenance
Research,
place investigations and resolution of queries
Bill payments
Technical
queries
Welcome
calls
Customer
feedback program
Sell 'sticky
services'
Offer
sales referrals
Liability
processing
Collections
Telesales
for home loans
Welcome
and insurance calls
Order
/ replace cards
Skip tracing
Value-added services
Komlink International seeks to work as a partner with each
client, delivering cost as well as quality benefits that have
a long-term impact. Our 5P (Project Management, People, Processes,
Platform, Performance) framework allows us to scale very rapidly
and deliver quality customer service on time, every time:
Incentive
structures wherein incentives are given on a daily, weekly
and monthly basis to motivate personnel.
Best practices
sharing procedures to enhance other processes.
Insurance
Handle voluminous transactions accurately
and improve turnaround times
Cost
savings, greater flexibility, consistency and reliability
of services, quality of the customer experience and customization
of processes is what Komlink International offers to its clients.
We understand customer support and back-office processing
services prevalent in the global insurance industry and services
insurance providers, carriers, brokers and administrators.
Our project management methodology along with the efforts
taken to understand processes has provided immediate benefits
to clients. Komlink International has experience in delivery
of multiple complex processes involving decision-making within
the insurance domain and have successfully provided support
for both transaction and voice processes. We also match profiling
and hiring for insurance processes.
Services
Our range
of services include:
Claims
processing / adjudication (traditional, managed care and coordination
of benefits)
New accounts
application processing
Data entry
and data correction
Customer
service
Coordination
of benefits
Outbound
member satisfaction survey
Value-added services
Following are some real life examples where we have exhibited
our capabilities in providing 100% track record on delivery
of operational metrics. Al this while continuing to provide
process innovation efficiencies:
The in-house
training team at Komlink International has developed comprehensive
multimedia training modules for insurance industry overview,
process implementation, health care plans and operational
excellence. This has amounted to 50% reduction in time and
has reduced the ramp-up time.
Technology
First contact resolution and enhanced
customer satisfaction
Komlink
International has carved out a unique standing of having experience
in a wide array of technical support processes, servicing
clients such as a Fortune 50 Computer Hardware Provider and
a Fortune 1000 Financial Software Product Company.
Komlink International provides simple to high-end tech support
including customer service, product feature / services support
and troubleshooting. We have exceptional experience in supporting
diverse hardware and software products. Komlink International
has successfully launched pilots followed by rapid increase
in size and scope without compromising on project metrics.
We provide flexibility to manage higher call volume and spikes.
We also have migrated clients' processes to new channels of
communication such as chat to provide economic efficiencies.
Services
Some of
the services include:
Customer
service for consumer and SOHO
Tech support
Product
support
Application
and desktop support
Troubleshooting
Installation
support
Software
usage problems
Sales
Knowledge
base management
Payroll
processing
Value-added services
Komlink International has developed a high level of expertise
in servicing end customer contacts on behalf of its clients
besides delivering cost as well as quality benefits that have
a long-term impact. The following description summarizes some
of the value add attributes and benefits that we have delivered:
Created
a pre-product technical training module in collaboration with
client's team, which provides orientation to the client on
different hardware solutions.
Structured
methodology and capability to handle rapid changes in business
through a robust change management process to roll out new
products and services.
Institutionalized
a 'Knowledge Capture Process', which stresses on enhancement
and expansion of the knowledge repository and reduction of
variability in response.
Telecom
Handling rapid changes in business
through a robust change management process
Komlink
International is uniquely positioned in India to service the
telecom vertical. We are the only contact center in India
to have maximum experience in providing customer service,
technical support, complex query resolution, and back-office
services to our clients in telecommunications.
Komlink International has extensive experience in handling
24/7 customer care programs like activations, client services
and correspondence management. It has the capability to handle
a wide range of processes like 'activations' (which include
a significant inbound sales component that determines the
carrier's ARPU) to unscripted process like 'customer assistance
services'.
Our range of services include:
Customer care
Komlink International provides exceptional customer service
to its clients and our performance has made us the 'Best Customer
Care Partner' for our clients. The customer care services
include:
Service
activations
Billing
queries
Service
/ plan changes
Order
fulfillment
Product
/ service features support
Equipment
warranty and replacement program
Cross-sell
and up-sell
Correspondence
management
Account
maintenance
Marketing
strategies
Sales
and promotions
Contract
extension
Technical support
Komlink International helps the clients in providing simple
responses and guidance to the complex queries of the consumers.
These include issues related to troubleshooting, product programming,
network and other queries.
Advanced support
Komlink International has experts and specialist who provide
support for the highest-level escalations that require extensive
research and analysis. This also requires communicating with
other functions of the clients' organization.
Value-added services
Komlink International brings expertise in process improvements
and re-engineering through sharing of best practices. We have
brought productivity gains, quality improvements and more
efficiency to the processes of our clients. Komlink International
has developed a 'Middleware' and an 'Offline Response Library'
for our clients in this vertical:
The 'Middleware'
helped in increasing the turnaround time and better reporting
systems.
The 'Offline
Response Library' provided a repository of new customized
and high quality query responses. The tool has brought double
digit cost savings to the client.
eCommerce & Retail
Increased customer loyalty through
high customer satisfaction
We
have significant experience in delivering customer satisfaction
in a high volume environment and provide scalability with
flexibility. Komlink International has the unique distinction
of servicing diverse product ranges of online retailers and
retails chains from books, toys, electronic products, Internet
properties to education savings. Our service agents / associates
handle queries which require analyzing the situation and making
decisions, trigger a purchase, manually allocate an order
to a fulfillment center, compensate the customers for any
inconvenience and educate the customer.
We orient our new hire agents / associates to develop an appreciation
for 'Exceptional Customer Service' as a concept. Komlink International
holds the capability and experience in providing multi-lingual
support over email. We have delivered high satisfaction levels
for the customers even during the peak seasons of our clients.
Services
Some of
the services include:
Customer
Service
Exceptions
support for 1-800 numbers
Inbound
sales
Technical
support
Telesales
for extended warranty
Telemarketing
of co-branded credit cards
Account
maintenance and updation
Fraud
detection
Inventory
management
Order
processing
Value-added services
We have successfully managed partnership with our
eCommerce & Retail clients and helped them with outsourcing
to India for the first time. Given below are some of the proven
benefits to our clients:
Documentation
of the entire quality process for the client's processes
Documentation
of the entire process note for a process
Implementation
of applications and enhanced efficiencies by customizing to
client's requirements
Development
of a software to facilitate the reporting system and performance
analysis
Time and
motion analysis to improve productivity significantly
Travel & Hospitality
Generating sales through right product
at right price at right time
Komlink
International understands that the travel and hospitality
industry is very dynamic and the competition is increasing
with the newer distribution models available. The agents /
associates at Komlink International help in fulfilling customer
demands thus ensuring customer loyalty. We have the necessary
competencies to deliver superior service for our clients in
airline, hotels, car rentals, tour operations and travel management
companies.
Komlink International has an in-house team of travel and hospitality
domain experts to incubate new projects and processes such
as hiring and training to provide strong orientation to the
industry and process being served.
Services
Our range
of services include:
Loyalty
program
Information
calls
Booking
and reservations for leisure and corporate travel
Customer
service
Cross-sell
/ up-sell
Value-added services
At Komlink International, there is a constant exploration
of the methods that enable us in providing better service
levels to our clients thus increasing efficiency and reducing
ramp-up times:
Customized
hiring process and tests for both process knowledge and listening
skills.
Development
of domain and sales training modules for travel processes.
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