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InSO 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

InSO is one of the largest customer care services provider in India and we help our clients establish benchmarks in world-class customer service. At InSO, 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. InSO 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

InSO 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