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HGS

HGStechsprout_talisma2021-06-28T01:33:53+05:30

Challenges

  • Top telecom client wanted a unified chat platform for customer service
  • Lack of online real time personalized service touch point
  • Pressure to reduce cost of service without compromising on quality
  • Each agent handling single chat was under utilizing their service professionals

Solutions

  • Contact resolution via mobile number and circle
  • Proactive chat solution to Cross sell/ Upsell products
  • Automatic trigger of customer satisfaction survey form
  • Skill based routing based on the nature of the problem

Results

  • 70% reduction in the operational cost : Significant reduction in cost compared to Voice based contact centre solution
  • Increase in agent effectiveness : Contact centre agents are now able to handle 3-5 concurrent chats.
  • Proactive chat solution enabling Upsell and Cross sell for their existing products.
  • Powerful analytics engine to measure Key Metrics : CSAT, SLA Compliance, Agent    Productivity, etc.

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    Talisma Corporation Private Limited
    Registered Office: Ground Floor, "Phoenix" - Magnificia,
    Vijinapura, Mahadevapura Ward,
    Old Madras Road, Dooravaninagar,
    Bangalore - 560 016, Karnataka, India.
    Phone : +91 (80) 69261222
    Web : www.talisma.com
    CIN No.: U72200KA2000PTC026639

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