Financial Institution Company Case Study

A Financial Institution Company

Case Study: Company XXX (A Financial Institution Company) - Revolutionizing Customer Support with iLeads Auxiliary Services Pvt. Ltd.

Milestones:

80% of IBC Volume Catered by iLeads: iLeads has emerged as a dominant player, catering to 80% of the volume in the Inbound Call (IBC) segment. This achievement underscores the company's ability to efficiently manage and handle a large volume of incoming calls, showcasing its expertise in customer service.
24X7 Calling Support: iLeads is the sole partner in the industry providing round-the-clock calling support. This commitment to uninterrupted service ensures that customers receive assistance whenever they need it, enhancing customer satisfaction and loyalty.
Email Response TAT Reduced to 8 Hours: iLeads has significantly improved the Company’s email response time, reducing it to 8 hours. This accomplishment is noteworthy as it surpasses the agreed TAT of 48 hours, demonstrating iLeads' dedication to providing prompt and efficient email support to its customers.
100% Outcalls to IVR Callers: iLeads has implemented a proactive approach by making outcalls to all callers who attempted to connect via IVR but could not. This initiative ensures that no customer concern goes unaddressed, leading to improved customer engagement and satisfaction.
Outcall to Same-Day Repeat Callers: iLeads has taken proactive steps to understand the reasons behind repeated calls from customers on the same day. By identifying and addressing the root causes of repeated calls, iLeads aims to minimize the number of such instances, thereby enhancing the overall customer experience.

Impact:

iLeads' relentless focus on innovation and customer-centricity has resulted in tangible benefits for both the company and its customers. The implementation of these milestones has led to improved customer satisfaction, reduced response times, and enhanced operational efficiency.

Conclusion:

iLeads Auxiliary Services Pvt. Ltd., has set a benchmark in the BPO BPM industry by achieving these significant milestones. By prioritizing customer satisfaction and continuously innovating its customer support operations, iLeads has emerged as a trusted partner for businesses seeking exceptional customer service solutions.

Uttarakhand

Head Office

Commercial Complex, Behind Kailash Tower, E.C Road, Dehradun, Uttarakhand

Branch 2 :

3rd Floor, HM Tower, New Road, Opp MKP College, Dehradun, Uttarakhand

Haryana

Gurugram :

Building Plot 31A, Sector-18, Udhyog Vihar, Gurugram, Haryana – 122002

Plot No.- 698, Phase- 5, Woxa Tower, Udhyog Vihar, Gurugram, Haryana – 122002

Panchkula :

SCO 112 Midtown Business Park, Peer Muchalla Near Sector 20 Panchkula, Haryana

Uttar Pradesh

Noida :

2nd Floor, A-11, Sector 16, Noida, Uttar Pradesh - 201301

Ground Floor, A-12, Sector 16, Noida, Uttar Pradesh - 201301

Karnataka

Bengaluru :

Maruthi Chambers, Ground Floor, Silk Board Junction, Bommanahalli, Bengaluru, Karnataka

Kerala

Trivandrum :

2nd floor, New Bharath Towers, Chakkai Bypass, Trivandrum, Kerela - Tc no : 86/1424(3)

Tamil Nadu

Puducherry :

Government of Puducherry Electricity Department 137, Nethaji Subhash Chandra Bose Salai, Puducherry-605001