Adventity is one of the premium customer
contact center service providers in India
and we help our clients establish benchmarks in world-class
customer contact services. At Adventity, every agent
/ associate strives to bring exceptional experience
to the Client's end customers. We have successfully
managed complex Customer Acquisition as well as Customer
Service programs, including up-selling and cross-selling
to customers.
Our Customer Contact Center business is supported
by:
- World class operations methodology supported by very strong quality processes like live agent monitoring, scoring of Customer Contact representatives on program parameters decided in conjunction with the Client, barge-in and mystery calling, Customer Satisfaction Surveys and strong feedback loop to the operations, training and recruitment teams.
- Leading integrated technology platform (Ensemble Pro, Avaya and CISCO) that enable us to execute both Inbound and Outbound customer contact services 24X7 on telephony, email and collaborative channels like SMS and Web Chat.
- Strong processes for recruiting, training and retaining appropriate talent to deliver quality services.
- A very strong management and client review process that ensures meeting and exceeding Service Levels agreed with our Clients.
For more information on our Contact Center Services, contact us at voice@adventity.com
Our Call Center team has experienced managers who
have managed large call centers globally for leading
Banking, Media, Retail, Business Intelligence,
Airlines
& Travel, Financial
Services, Credit Cards and Mortgage
companies.
Our services enable our Clients to optimize their businesses towards maximizing returns, generate new business through cross-selling and up-selling opportunities and streamline processing and the customer engagement process with continuous process improvements, while managing their fixed costs.
Collections
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| Capability |
- Collection Calls handling various delinquency buckets:
- 30-60
- 60-90
- 90-120 bucket
- Skip Tracing
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Order Management
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| Capability |
- Online Order Processing
- Order status information
- Order fulfillment
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Reservations
| Industry served |
- Airlines
- Car-Rental
- Rail
- Travel
- Agencies
- Hotels
- Group Holidays
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| Capability |
- Reservation Management
- PNR Creation / Modification & Cancellation
- Fares quotation and Payments
- General queries
- Help-desk Support
- Level-1/ 2 support through Subject Matter Expert
- Supplemental Revenue
- Up-sell / Cross-sell Partners
- Assist in Frequent Flyer / Royalty Program
- Offer assistance for any promotional activities
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Loyalty Management
| Industry served |
- Airlines
- Online Retailers
- Retail stores
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| Capability |
- Royalty / Frequent Flyer (FF) Program
- New member Enrolment
- Updation of FF Account
- Current account status / Expiration
- New PIN Creation
- Addressing discrepancy issues
- Reservation - redeem points
- Cross sell Partners
- Discounts on the bookings
- Promotional Campaigns
- Mystery Shopping
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Dot Com Buy Assist
| Industry served |
- Online Retailers
- E-commerce
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| Capability |
- Subscription / Application Processing
- Catalogue Sales
- Up-sell / Cross-sell
- Information on Merchandise
- Billing Queries
- Company Policies
- Dealer / POS Locator Services
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Direct Marketing
| Industry served |
- Banks
- Insurance
- Loans
- Cards
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| Capability |
- Up-sell / Cross-sell
- Customer Segmenting & Profiling
- Mailer designing & Printing
- Tele Marketing
- Email Marketing
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