Overview
At CSS, we specialize in driving consumer organizations to extend world-class
call center and BPO solutions to their customers. CSS Operations Excellence philosophy is centered on scaling heights in customer experience without compromising on cost of support. Our reliable process-oriented service delivery methodology helps build an efficient and optimized support model to strengthen the lifetime value of our clients.
We also help clients counter competitive pressures by reducing their capital and operating costs through our innovative OpEx Optimization Framework. This framework epitomizes our Rationalize, Optimize and Innovate methodology by bringing in best practices and processes to optimize their customer support costs and maximize their Return on Investment, thereby reducing Average Handle Time (AHT), increasing First Call Resolution (FCR), improving Average Sales Order Value and enhancing Customer Satisfaction Scores.
CSS has created best-in-breed solutions for specific industry needs through a combination of strategic assets - people, process and technology.
People
- Right-fit, highly-skilled support specialists
- Universal agents to drive better performance while reducing cost of resources
- Comprehensive training methodologies to extract best practices from global training models
Process
- COPC and Six Sigma compliant systems and processes
- 360-degree verification and validation of metrics and performance
- Innovative process reengineering models to ensure overall cost reduction of operations
- Knowledge engineering as a key value-add, bringing together intelligence gathered from handling 34,000 customer interactions everyday
Technology:
- Creation of knowledge base
- Integrated case management system
- Real-time dashboards for quality, training and transition to track and monitor performance
Backed by expertise of handling 35 million+ support requests and a proven track record of supporting 30+ technology customers on 600+ products and services, CSS has consistently offered highly-evolved customer support solutions and business value propositions that goes above and beyond the scope of normal support solution providers.
