Monsoon offers online support services that use the internet as a platform to build the desired recognition value in the eyes of your customers through good customer servicing.
Our expertise lies in providing web based customer support services. We follow a very well-structured methodology in carrying out the process to ensure high-quality and short turnaround time.
Our key differentiation lies in the following:
- Well-researched Response
Our email support team is trained to develop knowledge about the business process that they are responsible for. Each and every query is carefully understood and issues are well-researched to gather all the valid points that pertain to that query. This helps in obviating the problem of "scanned responses" and brings about an element of customization in the response.
- Scalable Process Design
The process workflow is designed to cater to complex situations. We lay emphasis on building an extensive knowledge base to enable us to draft concise and accurate responses to customer queries. Exceptional cases are escalated first to Supervisors and subsequently to the client using a carefully designed escalation process. This process is designed to ensure a quick response time and encourage ownership and accountability.
- Quality Orientation
Our Quality Analysts ensure that responses are framed in a structured form and are accurate and complete in all respects. They also facilitate quality through checks and ongoing assistance to our CCP team. Our quality team runs periodic quality-centric programs which focus on building process efficiencies and improving quality and productivity of the CCP team through process reengineering.
- First Time Resolution
Our team is trained to provide one contact resolution to customer's query. We anticipate customer's next question and attempt to make the first response as comprehensive as possible to ensure first time resolution. We encourage minimization of number of contacts - it has a beneficial impact on both customer satisfaction and processing costs.