What we offer

Call Centre Services

Hosted Systems Solutions offers a wide range of Customer Relationship Management (CRM) solutions

• Inbound Calls
• Training
• Help Desk

Inbound

Hosted System offers a range of Inbound call services.

Your Call Centre here acts as extension of your own customer service support or, when desired, an offshore replacement responsible to you. Our trained call agents relate to your customers with ease with local mannerisms and knowledge.

Hosted System includes advanced technological support in our Call Centre services to provide a smooth response to your customers. This helps you keep the customer happy.

Our Call Centre services helps your organization to increase productivity, focus on core areas of competence, and bring in better return of Investment per customer. We provide both the flexibility to handle large call volumes and trained call centre staff who professionally handle and answer customer queries. We reduce charges per call and increase the upsell and cross-sell advantages.

Training

Selection, training and development

We fully understand and appreciate the importance of Human Resources in any industry.

We hire professionals who can deliver services of the highest quality the industry has ever experienced to our customers.

In the process we create a large pool of loyal, quality professionals. Our employees enjoy maximum job satisfaction and career development, which result in a win-win-win situation for our people, the organization and you.

It is no cliché at HSS when we say our people are the answer . If we have a problem, we simply ask around. Someone in our team will give us a hand.

Our training program is unique and hand-crafted. We simply use common-sense, our experience in the industry and adapt our training to the individual.

The result of this is a one of a kind team-mate who has their own strengths in the company.

Quality Monitoring

A three pronged strategy is adopted –
Internal Quality Monitoring, External Quality Monitoring and Complaint Management

Internal Quality

• Voice and data monitoring processes both in the call centre and by the quality department
• Voice and data monitoring to improve the skill and knowledge of the agents
• Track overall call centre quality
• Identification of possible process improvements
• Offline-testing with a foreign team
• Implementation

External Quality

Assistance from third party consultants are used to improve internal quality scores.

These include visits by foreign residents in India (made possible through our foreign ownership) for voice training in vocab and understanding.

Complaint Management

Our Quality Assurance department gathers, analyses and manages the compliments and rare complaints received.

Such comments are welcomed from all parties, be they our customers or employees.

Systems and processes are in place to act on these within the same working day. We continually improve performance and keep our employees learning.

Technology

Top