The cost of acquiring a new customer is five times the cost of retaining
an old one. And because of this it is important that your customer
interaction is managed in the best possible way. Customer Interaction
Services at ABCI are tailored to provide superior customer interaction and
hence leverage every customer relationship to the fullest. Our portfolio
includes a whole gamut of customer facing offerings including 24/7 customer
support through voice (in-bound and out-bound calls), e-mail and web
mediums, telemarketing services and technical support services. We serve
multiple industries including Retail, Financial, Telecommunications,
Healthcare, Travel and Hospitality and Technology.
The key benefits of using our customer interaction services include:
- Improved customer service levels
- Reduced customer support/marketing costs
- Higher sales conversion rate
- Enhanced flexibility to manage service peaks and troughs, product
lifecycles
- Homogeneous, clearly defined processes across geographies
- Greater coverage and number of interactions with customers
CALL CENTER CUSTOMER ACQUISITION SERVICES
ABCI'S customer acquisition services include prospect identification,
campaign management, lead generation and fulfillment. In coordination with
our clients' sales objectives, we implement and execute marketing campaigns
using multi-channel communications in coordination with advertising and
promotional sales programs. By tracking customer value over time against the
cost of acquisition, we help our clients improve the quality and value of
new customers while reducing the total cost of acquisition.
Today's business is largely dependent on the regular flow of qualified
sales leads. The constraint on marketing spending has made it essential to
lower the cost per lead. Customer contact centers are a vital tool for
customer acquisition.
ABCI'S solutions are centered on lowering the customer acquisition cost
and improving the quality of new customer wins. ABCI helps it clients find
and win new customers through a variety of customized solutions. These
include but are not limited to:
ABCI CUSTOMER CARE SERVICES
Focused on enhancing the customer experience, our customer care services
range from utilizing self-service products for frequently asked questions,
to using web chat sessions for complex installation problems, to employing
highly trained technicians for product support. We specialize in the design
and delivery of complex, multi-channel solutions, including the use of cost
competitive offshore locations. We act as the voice of the customer to our
clients, providing valuable, real-time feedback on new products or
campaigns.
ABCI realizes that the cost of a new customer acquisition is probably 5
times more that the cost of retaining your existing clients.
As your partner, ABCI finds ways to increase your
quality and retention
capability through our client specific customer care solutions. No one
solution fits the needs of every client's business and ideology; therefore,
each of our solutions is customized based upon information provided by our
clients, combined with our 50+ years of experience and expertise of
implementing complex applications
Some of the typical customer care service offerings are focused toward:
- Repeat purchases
- Cross-sell/Up-sell purchases
- Change of personal details
- Complaint and issue resolution
- Billing information
- Thank-you or other client initiated information calls
- Reservations
- Loyalty clubs
- Investor account inquiries
- Dealer location calls
- Fraud detection / prevention calls
- Requests for maintenance support
- Warranty calls
Because each customer relationship is valuable, and actually less
expensive to maintain than to acquire, ABCI offers complete solutions which
allow our clients to leverage each customer contact, providing added value
in each stage of the customer lifecycle:
Our Contact Center Services include but are not limited to :
