CONTACT CENTER SERVICES

HIGH-COMPLEXITY SOLUTIONS THAT CREATE VALUE & DRIVE OUTCOMES

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.

CAPABILITIES

  • Deployment: execution/analysis
    • Channel optimization
    • Customer analytics
    • Customer retention management
    • Quality monitoring and performance reporting
  • Operational execution: delivery/feedback
    • Inbound and outbound sales
    • Customer service
    • Back office/blended
    • Default/collections
    • Contact center: customer service
  • Integrated technology and tools
    • Workforce management optimization
    • Speech analytics
    • Knowledge management
    • IVR optimization
    • Multichannel/ omnichannel contact center

THOUGHT LEADERSHIP

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800

SPECIALIZED EXL RESOURCES SUPPORTING HEALTHCARE PROGRAM OUTREACH & DISEASE MANAGEMENT FOR A LEADING U.S. HEALTH PLAN

1200

EXL PROCESSIONALS PROVIDING EMERGENCY ASSISTANCE, BILLING AND AGENCY MANAGEMENT, AND CUSTOMER SUPPORT TO A LARGE U.S. INSURANCE CARRIER

1

TOP RANKING AMONG CONTACT CENTER PROVIDERS FOR A LEADING UK ENERGY PROVIDER

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  • Solid foundation
    • Multichannel customer contact center solutions
    • Six sigma/lean framework for process rigor
    • Integrated analytics
    • Operations performance management tools
    • Robust quality monitoring and continuous improvements
  • Domain experience
    • Complex contact center programs for multiple clients
    • Special projects and consulting assignments to solve specific problems
    • Emphasis on insurance, healthcare, travel, utilities, and transportation and logistics
  • Operational excellence
    • Proven track record of meeting and exceeding customer expectations
    • Scalability, flexibility and experience in providing integrated customer service solutions
  • Global resources and approach
    • More than a decade of delivering contact center services across multiple industries in the US, Europe and Asia
    • World-class analytics services providing insights into processes, disparate information stores and customer behavior
    • Business EXLerator Framework® to drive revenue and savings through a combination of operations cons

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RECOGNITION

"Star Performer"
Everest Group’s “Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2016”

"Execution Powerhouse"
“HfS Blueprint: Contact Center Operations 2016”

"Major Player"
"IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations" (2015)

"Major Contender"
Everest Group’s “Contact Center Outsourcing (CCO) Market for the BFSI Industry – Service Provider Landscape with PEAK Matrix™ Assessment 2014”

CONTACT US TO LEARN HOW EXL'S CONTACT CENTER SERVICES CAN HELP YOUR ORGANIZATION IMPROVE CUSTOMER SATISFACTION, INCREASE SALES EFFECTIVENESS, AND REDUCE COST OF OWNERSHIP

 


GET IN TOUCH WITH US

Mail

lookdeeper@exlservice.com

Address

280 Park Avenue, 38th Floor

New York, NY 10017