The client we served is a leading medical coaching institute in India, renowned for unique pedagogic methods and preparing candidates for competitive exams. They have been a leader in the market for the last 20 years with branches scattered across India.
The client was specific about inbound customer service. They needed our help in assisting students with IIB Nanded digital app and admission queries.
The project was a new experience to the client and they were quite unsure about the outcome. The initial challenge in the project was hiring an expert who could assist customers with queries besides convincing them to take admission. The training materials for the agents were insufficient so we requested the client to provide on-job training to our team.
By looking for talented agents from our talent pool, we deployed a project team presided by a lead. Initially, the client felt skeptical about the budget and requested experienced agents to justify the cost they were paying. After negotiating the price, we assured a quality outcome in writing despite the client's expectation being further than what we agreed upon. They provided answers to the FAQ presented by our agents to ensure consistent performance by issuing concrete support over the task to generate revenue.
The client was glad about the outcome and had praised our team for their dedication and hard work.
Flatworld has 17 years of experience in inbound customer services and has been the backbone of institutions that need robust customer support. We have a large sphere of influence and powerful call center technologies to ensure our team delivers what was promised on paper. We commit ourselves to go the farthest mile in delivering the kind of service level expected by the client. We also work with scripts if you have one and customize our service for the client's needs, however complex the challenges may seem.
If you have a requirement concerning inbound support, give us a nudge and we'll get in touch and help you get started.
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