InSO 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.
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Financial Services 
Bringing competitive advantage and cost savings through flawless execution |
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InSO 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.
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Some of the services include: |
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Information calls |
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Account - verification, confirmation, fulfillment and maintenance |
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Research, place investigations and resolution of queries |
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Bill payments |
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Technical queries |
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Welcome calls |
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Customer feedback program |
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Sell 'sticky services' |
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Offer sales referrals |
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Liability processing |
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Collections |
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Telesales for home loans |
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Welcome and insurance calls |
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Order / replace cards |
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Skip tracing |
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Value-added services |
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InSO 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:
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Incentive structures wherein incentives are given on a daily, weekly and monthly basis to motivate personnel. |
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Best practices sharing procedures to enhance other processes. |
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Technology
First contact resolution and enhanced customer satisfaction |
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InSO 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.
InSO 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. InSO 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.
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| Services |
Some of the services include: |
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Customer service for consumer and SOHO |
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Tech support |
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Product support |
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Application and desktop support |
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Troubleshooting |
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Installation support |
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Software usage problems |
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Sales |
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Knowledge base management |
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Payroll processing |
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Value-added services |
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InSO 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:
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Created a pre-product technical training module in collaboration with client's team, which provides orientation to the client on different hardware solutions. |
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Structured methodology and capability to handle rapid changes in business through a robust change management process to roll out new products and services. |
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Institutionalized a 'Knowledge Capture Process', which stresses on enhancement and expansion of the knowledge repository and reduction of variability in response. |
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Telecom
Handling rapid changes in business through a robust change management process |
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InSO 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.
InSO 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:
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| Customer care |
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InSO 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:
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Service activations |
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Billing queries |
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Service / plan changes |
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Order fulfillment |
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Product / service features support |
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Equipment warranty and replacement program |
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Cross-sell and up-sell |
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Correspondence management |
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Account maintenance |
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Marketing strategies |
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Sales and promotions |
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Contract extension |
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Technical support |
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InSO 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.
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| Advanced support |
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InSO 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.
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| Value-added services |
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InSO 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. InSO has developed a 'Middleware' and an 'Offline Response Library' for our clients in this vertical:
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The 'Middleware' helped in increasing the turnaround time and better reporting systems. |
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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. |
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eCommerce &
Retail
Increased customer loyalty through high customer satisfaction |
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We have significant experience in delivering customer satisfaction in a high volume environment and provide scalability with flexibility. InSO 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. InSO 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.
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| Services |
Some of the services include: |
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Customer Service |
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Exceptions support for 1-800 numbers |
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Inbound sales |
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Technical support |
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Telesales for extended warranty |
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Telemarketing of co-branded credit cards |
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Account maintenance and updation |
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Fraud detection |
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Inventory management |
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Order processing |
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Value-added services |
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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:
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Documentation of the entire quality process for the client's processes |
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Documentation of the entire process note for a process |
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Implementation of applications and enhanced efficiencies by customizing to client's requirements |
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Development of a software to facilitate the reporting system and performance analysis |
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Time and motion analysis to improve productivity significantly |
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