Contact center management

IIC is pleased to include contact center management as part of our full suite of IT services. We have developed a robust offshore contact center management methodology that builds upon our expertise in offshore IT services outsourcing and our extensive communications, hardware, and software infrastructure in India. We are confident that our call center management services can provide you with significant cost savings while providing services that outperform industry benchmarking standards.

Our offshore call center outsourcing methodology is composed of the following elements:

Infrastructure: Our dedicated hardware and telecommunications infrastructure forms the backbone of our offshore call center operations. We constantly upgrade our infrastructure to ensure that our performance exceeds industry standards and that we are always able to meet your needs.

Human Resources: Our customer service representatives (CSRs), supported by our on-site operations managers and our U.S.-based senior managers, are the primary interface for your contact center customers. We ensure the highest level of service possible by recruiting technically skilled CSRs from the local labor force and providing them with extensive training in U.S. business practices and customer service standards.

Process Methodology: We manage our contact center using a methodology that emphasizes continuous process improvement. We are dedicated to providing you and your customers with world-class service. We accomplish this by constantly measuring our performance and analyzing it against established industry performance benchmarks.

Outsourcing management of your contact center with IIC offers the following benefits:

• Competitive Pricing: Our offshore implementation model enables us to provide you with contact center outsourcing services equivalent in quality to domestic contact centers at significant savings.

• Flexibility: When you enter into a contact center management agreement with IIC, you can be assured that you will only pay for the services you need, while having the flexibility to rapidly modify your contact center service capabilities.

• Guaranteed Performance: IIC guarantees that our contact center services will meet or exceed industry performance standards. Our established process improvement methodology ensures that we will continue to meet changing industry standards.

• State-of-the-art Technology: IIC understands that world class contact center performance requires state-of-the-art technological infrastructure. We rely on best-of-breed hardware systems, software tools, and telecommunications infrastructure to deliver the level of service your customers require.

• Complete Control: Our success has been built upon our reputation for superior customer service. We use a partnership model to deliver all of our contact center outsourcing services, ensuring that you retain complete control over your contact center.

• Security: We understand that trust is essential to your relationships with your customers and with us. We have implemented state-of-the-art physical and network security measures and we have developed robust security policies and procedures to ensure the integrity of the customer information that you entrust to us.

• Reliability: When outsourcing a critical business function such as contact center management, you need to be sure of the reliability of your outsourcing partner. IIC has been providing IT services to Fortune 100 corporations for over 15 years. In addition to our extensive history of client satisfaction, we offer the assurance of financial stability (highest rating of 4A1 by Dun and Bradstreet).

Our offshore contact centers can manage the following functions for your business:

• Customer Service

• Technical Support

• Help Desk

• Telemarketing

• Collections

For more information about IIC's Contact Center Management services, please contact IIC

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