HeroOUTBOUND: Outbound Call Center Services

In today’s competitive market, no business venture can survive without acquiring new customers and maintaining a consistent sales flow. As telemarketing becomes the tried and tested strategic tool for penetrating new markets segments, more and more global companies are now looking for optimum business performance – achieved through consistent service excellence and effective cost control. Being a key player in the BPO/call center industry, HeroITES provides a full range of outbound call center services – designed to convert prospects into long-term customers. From lead generation through to customer acquisition, customer care and retention, up-selling & cross-selling, customer verification, outstanding payment collection, market research and data capture – the outbound voice services offered by HeroITES, India, cover the entire sales management cycle and add value at every stage.

Outbound Call Centre Services: Our USP

Powered by a responsive and highly motivated team of call center professionals, HeroITES (India) offers a wide array of outbound telemarketing services – enabling companies to generate leads and acquire new customers. Our extensive experience in outbound call center services, combined with technological solutions, quality assurance programmes and commitment to customer service excellence has helped many well-known Fortune 500 companies achieve optimum results from their direct marketing efforts. Outsourcing your outbound services and telemarketing process to HeroITES in India will also be cost effective, as we track customer value against the acquisition cost and come up with solutions to improve the quality of your sales processes. Furthermore, we will help you gather critical market intelligence for enhancing customer support and strategizing business moves.

Service Offerings

Whether you are targeting the business-to-consumer (B2C) market or want to explore the business-to-business (B2B) segment, experienced call center professionals at HeroITES will focus on the unique requirements of each client and come up with suitable solutions. The primary focus of our outbound telemarketing services is product sales and value-added sales cycle management. A thorough understanding of your business/industry and target market, proposition and timing, makes theoutbound call center services at HeroITES, India, most effective. Once you identify existing or potential customers, well-trained associates at HeroITES (India) initiate contacts and help you meet acquisition goals. Our outbound telemarketing/call center services rigorously adhere to a highly result-oriented and cost-efficient production and management process, allowing us to meet and exceed customer expectations every time.

Outbound call centre services :

• Lead generation
• Customer acquisition and retention campaign
• Verification
• Customer service
• Database enhancement and management

Industry Verticals

HeroITES provides a wide range of outbound call center services across a number of industry verticals such as credit card, direct marketing, telecom, directory assistance, e-commerce & retail and manufacturing. A leader in the Indian BPO/call center industry, the company has served some of the most prestigious corporations across the globe and helped them achieve business goals. HeroITES has substantial experience in the credit card industry and we have rendered outbound voice support services to three of the top 10 credit card companies in the USA. HeroITES (India) has also done data verification for the largest directory assistance company in the UK. Our outbound call center services are customized according to clients’ requirements and follow a structured process flow for consistent service delivery and quality monitoring.

Quality Metrics

HeroITES has a state-of-the-art call center infrastructure and built sufficient expertise inoutbound call center services and adheres to a set of stringent quality parameters. Being the second call center/BPO company in India to achieve the DMA certification is representative of our commitment towards the quality of outbound services and compliance procedures. The Direct Marketing Association in the UK is Europe's largest trade association in the marketing and communications sector. We also provide rigorous process training and organize highly effective sales training programmes for all our associates to enhance their selling and communication skills.

Key quality parameters

• Quality Score (live monitoring score)
  Client provides a monitoring form to assess live transactions. The HeroITES team is calibrated with the client’s core teams or any third-party team.
• Pends
  This is a typical sales programme-based parameter. The sales deals generated by the associates are revisited by a verification team. The defect rate observed during the verification process is termed as Pends.
• Customer Experience
  The soft skills of the associates are measured on a specific form to evaluate the customer experience score.
• Customer Satisfaction Index
  Our customer care processes measure the CSAT through email or over the phone.