The operations involved:

  • Setting up physical (technical) architecture
  • Setting up training procedures in order to interact with western clients E.g. English accent neutralisation, Western know how, etc.)
  • Setting up all the operational aspects of Business Process Outsourcing
  • Setting up recruitment procedures for Business Process Outsourcing in order to obtain personnel with the required knowledge to serve the western business needs
  • Expanding volumes, markets and product offerings
  • Dealing with an ever-changing and challenging business environment
  • Nearness to new customers and greater coverage
  • Experiencing a high level of customer satisfaction
  • Achieving higher sales conversion rate
  • Increasing the possibility of joint-ventures

Our BPO team is committed to providing proven and effective solutions, which would enable our Clients to navigate their business environments in a dynamic and efficient manner.

The Solution

Accura-Tech provides:

  • Data entry
  • Rules-set processing
  • Decision-making
  • Direct customer interfaces
  • Expert knowledge services
  • Payroll, HR/benefits management
  • Contact Centre Services (Customer Interaction Services)
  • Financial Services

Handling customers in the best way possible is the ultimatum for any organisation and thus Customer Interaction Services at Accura-Tech is tailored to provide superior customer interaction. Our gamut of customer offerings include the establishment of:

Inbound and Outbound Call Centers

(24/7 customer support through voice (inbound and outbound calls))

  • 1st, 2nd, 3rd, level technical support
  • Customer services
  • Billing management
  • Sales order taking

Outbound Call Centers

(24/7 customer support through voice (inbound and outbound calls))

  • Lead generation
  • Tele sales
  • Direct marketing
  • Customer satisfaction surveys
  • Cross selling
  • Customer relation

The Business Challenge

Converting a third world country’s process to a high-standard western business oriented process.

General Business Benefits

The objective of using a BPO is to strengthen a company’s overall competitiveness, which would enable them to:

  • Minimise capital outlay while still benefiting from best practiced process management
  • Improve profitability and productivity through operational efficiencies and higher level of performances
  • Reduce customer support/marketing costs
  • Improve customer service levels
  • Better focus on core business competencies/operations

Web Services

Our web services have expanded from the basic email support to web support and co-browsing.

Customer Support Services

Our virtual customer service centre is competent in handling all types of customer queries and concerns through multiple channels including voice (both inbound and outbound), e-mail and chat on a 24/7 basis. Examples of this include customers calling and checking on their order status, information on products and services, verifying their account status, their reservation status, etc.

Telemarketing Services

We allow our potential customers to contact their prospective clients through our telesales and telemarketing outsourcing services for generating interest in products and services or to up-sell and cross-sell to an existing customer base or to complete a sales process on-line. Examples of this service include outbound calling to sell wireless services for a telecom provider, calling to retail households to sell leisure holidays, calling existing customers to sell a new rate card for a mobile service provider or calling to sell credit/debit cards.

Technical Support Services

Our dedicated and friendly technical support team offers around the clock technical support for OEM customers and computer hardware peripherals and Internet infrastructure manufacturing companies. The support provided includes all installation and product support, up and running support, troubleshooting and usage support.

Employee IT Helpdesk Services

Our problem resolution has made life easy for many employees in the corporate sector. Examples of this service include level 1 and 2 multi-channel support across a wide range of shrink-wrapped and LOB applications, system problem resolutions related to desktops, notebooks, connectivity, etc., office productivity tools support including browsers and mail, new service requests, product usage queries, IT operational issues, routing specific requests to designated contacts and remote diagnostics.