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Call center

24/7 Inbound Services:


At Indus Valley, our vision is to deliver quality, one to one service ensured through a well-defined process covering every stage of its activity. This combines the best of contemporary management techniques to optimize the organization's ability to effectively leverage available talent, knowledge, and experience.

If you are looking for acomprehensive, best in class value based outsourcing solutions that are built upon its strong processes, domain and people management expertise, Indus Valley Inc. promises to deliver the world class support solutions. We at Indus Valley Inc. believe in having right processes in place to effectively deliver excellent quality of support service.

Our support delivery process heavily depends on the following parameters

Knowledge Management

Creating the appropriate and updated knowledge base is critical to effective customer support service.

  • We start with analyzing customer queries and creating standard answers needed for all forms of support, including Emails, Web-chats and Telephone.
  • We ensure that the end customer receives a crisp and accurate response that meets the highest standards of style, tone, spelling and grammar.
  • We continuously update the knowledge bases ensuring information provided to customers is always accurate and updated.

Customer Analysis

Constant interaction with customers always provides companies with useful insights into their buying patterns and behavior.

We continuously track and compile customer feedbacks - both positive and negative, using various online and offline tracking tools.

A complete analysis of feedback is performed and presented on a periodic basis (monthly / quarterly, based on client requirements). This helps the client to better understand his position in the competitive market place.

Guaranteed Performance

We are committed to meeting your (Service Level Agreement) SLA within the first few weeks of program launch.

  • We have best technology solutions that enable seamless transfer of calls and enable high quality of synchronous customer contact.
  • Quality-of-service parameters such as average speed to answer, calls offered, abandon rate and agent occupancy, developed in close conjunction with our clients help us in accessing performance, and, consequently, in enhancing customer satisfaction.

Service: Phone Support Service

Indus Valley, offers the best voice interaction facility, ensuring every call will be answered, every time, on time. Customers can speak directly to agents through a pool of dedicated number and have their queries resolved effectively. The IVR (Interactive Voice Response) can be programmed to route captured calls in a variety of ways, depending on the routing rules that are written into the ACD (Automatic Call Distributer).

We also provide direct dedicated phone lines to ensure instant response and avoid delay in line transfer.

Inbound Customer Service

Customer support executives handlethe customer-initiated telephone calls for client specific programs. This could range from providing billing information, product or service information, aggregating response to direct marketing advertisement and other activities as detailed below.

Our agents are proficient in handling the entire gamut of calls, from simple welcome calls to calls pertaining to surveys, verifications, lead generation, collections, etc.

Indus Valley inbound voice based service offering includes:

Customer Service

  • Application / Claims processing
  • Subscription service
  • Feedback collection for products / service / campaign etc
  • Polling / Media analysis
  • Effective up-selling and cross-selling to existing customers during call

Pre-sales, Post-sales and Order fulfillment

  • Product enquiries
  • Order taking
  • Sales processing
  • Up-selling and cross selling
  • Documentations and payment queries
  • Post-sales products support

Technical Support / Help Desk

  • Troubleshooting for products and services
  • Complaint registrations
  • ATM / POS locator services, etc.

Billing Information

  • Troubleshooting for products and services
  • Complaint registrations
  • ATM / POS locator services, etc.

Enrollment service

  • Welcome calls registration and enrollment for campaign and events etc.

Outbound Voice based Service

Indus Valley enjoys a robust infrastructure to manage campaigns for our clients. We can manage a broad range of outbound services for clients across various industry segments. We have the expertise to set up and manage several varied outbound call center operations. Some possible projects and programs for Outbound Voice Service are mentioned below:

  • Product upgrades
  • Coordinating repair or replacements
  • Setting up appointment for Sales Call

Credit Management

  • Credit authorization
  • Credit verification
  • Collections

Verification services

  • 3rd party verification service
  • Insurance verifications
  • Employment verification

Market research

  • Market Survey research
  • Opinion polls, etc.

Loyalty Programs

  • Welcome calls to new customers
  • Post sales follow-up calls.

Chat Support Services

With the explosion of companies show-casing their products and service on the internet, there are now several ways in which a Customer Contact center can assist the web visitors with LIVE customer service.

When a web visitor seeks assistance, a reactive text chat session is initiated by clicking on a link. The customer support executive interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternatively, based on the requirements and on predefined parameters the customer support executive could also trigger a proactive chat session with the web visitor. Power tolls like Page Pushing and Web Linking helps the customer support executive to deliver precise solutions to the web visitors, with a reactive or proactive mode of collaboration.

Indus Valley Internet chat service offers you a number of advantages due to the immediacy of the interaction and the ability of well-trained agents to react to individual circumstances. When customers are interacting with your website they can be offered the option to communicate with a live-agent via text chat. Indus Valley offers chat support service to augment your web site and strengthen your web based customer interaction.

Customer support executives can help

Everyday hundreds of businesses, small or big are benefitted not only in terms of saving recurring cost thereby multiplying business productivity and revenue generation while working with Indus Valley. This is evident when you receive a fast, secure and accurate call center services at an unbelievably low cost.

Indus Valley believes that each and every requirement is a unique requirement. Based on specific requirements, Indus Valley devises a well thought out process for achieving a professional outcome. We at Indus Valley, employ latest technology and proven methodologies ensuring crisp and effective customer support system.

  • Web visitors locate the desired product or service information within your website
  • Understand the visitor’s requirements and quickly suggest the available options
  • Suggest complementing products and services to those already ordered
  • Finish a customer incomplete order
  • Assist in completing credit card transactions
  • Provide a reliable source of first-hand information of your product and service
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