Companies seeking contact center services today are looking for a cost-effective solution that delivers results, such as superior customer experience, fewer transfers, shorter hold times, self-service options and the ability to increase the speed to respond and resolve. And just as important are the people behind the services that touch companies’ most valuable asset: their own customers.
At EXL, we’ve designed a Customer Experience Academy to ensure our contact center professionals are able to resolve complex issues through unscripted dialogue to ensure optimal customer engagement. The training program includes induction, cultural training, industry-specific training, core process training, on the job training, best practices, CRM benchmarking and language proficiency testing, as well as professional certifications. The Academy equips our professionals with skills to handle complex issues that require industry knowledge, such as debt management, roadside assistance, inside sales, subrogation, dispute management, and invoicing and refunds. Combined with EXL’s deep investments in training, EXL’s technology levers such as predictive dialers, smart call back and speech analytics provide thoroughly optimized, seamlessly integrated solutions to deliver outstanding customer experience.
What does an iPad game have to do with enhancing business processes?
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Everest Group’s “Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2016”
“HfS Blueprint: Contact Center Operations 2016”
"IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations" (2015)
Everest Group’s “Contact Center Outsourcing (CCO) Market for the BFSI Industry – Service Provider Landscape with PEAK Matrix™ Assessment 2014”