InSO empowers you to support your customers consistently for higher satisfaction irrespective of what mode of communication they adopt - Voice, Email, Chat and Self-Service. Our Quality Policy summarizes how we support your Customers - "We will Delight our Client's Customers as our Own". No wonder, InSO is consistently rated # 1 in End-Customer Satisfaction for our Client Operations.

Over the last 24 months we handled over 3.5 MN Inbound Customer Calls and 3 MN Customer Emails. We are focused on helping our clients increase Customer Satisfaction, while reducing the cost of Operations.

The various functions for which we provide Inbound Support for our clients includes:

• Post Sales Support including Customer Service, Technical Support and Billing Support
• Marketing and Mailers Support
• Pre-Sales Technical and Customer Support
• Customer Surveys

Some of the key metrics our Inbound Operations focus on include:

• End-Customer Satisfaction
• Abandon Rates
• Service Level (% Answered in secs)
• Average Speed of Answer
• First Time Resolution
• Response Time and Resolution Time
• Average Handle Time
• Average Number of Interactions per Incident

Some of the key aspects of our Inbound Support infrastructure include:

• Dedicated Toll Free Numbers with Transfer Connect
• ISDN PRI T1s from AT&T and MCI
• Enterprise and Prime-level Skill Based Routing using Avaya Definity and Nortel Symposium
• CTI
• POP and SMTP based ERMS
• CRM using products including Talsima, eGain and LivePerson
• Quality Monitoring using Verint Ultra Systems