Jaquar (Rated as the topmost super brand in their category)
Activity : Address Product Enquiries, help raise tickets for non functional or problematic products of Jaguar, co-ordinate with field technical team and help close tickets.
Service Excellence (what we do)
1. Thorough resource screening and Training.
2. Continuous Up dation of training content based on call scenarios.
3. Negligible call abandon, all abandoned calls are called back.
4. Co-ordination with Service Team is real time.
5. Onsite and Off site escalation mechanism is effectively used for irate callers.
6. Volume spikes are managed by scaling up.
7. Feedback and assesment schedules for operations team is prepared published and shared within Jaquar eco system in pre decided intervals.
8. Continual reinforcement training on Shop Floor to improve customer experience.
Ajay Mahajan, Head Customer Care.
“In today’s business environment, it is imperative to deliver cutting edge customer service. Enterprises today seek newer and faster approaches to interact with customers and to enhance customer experience at optimum costs. Jaquar is delighted with the result-oriented approach of OPOS. They’ve been handling our business for over 2 years and we are satisfied with the overall service delivery!”
ILMS ( Airtel)
Activity : All prospective customers who want to purchase airtel services leave their details on airtel website, we outcall these customers within 10 mins and help them firm their purchase decision.
Service Excellence (What we do)
1. Improved TAT by over 90%.
2. Made Technology changes to improve connectivity.
3. Training Instruction design changes to ensure learning curve is reduced.
4. Workflow changes to manage lead flow efficiently.
5. Constantly improving productivity and increasing Rev per Seat.
6. Demonstrated flexibility in adapting to process change requirements.
7. Continually evolving and innovating on process and technology to establish higher efficiency.
8. Constantly being rated as the top performing partner by the client.
“With rapid changes in Telecom regulatory practices and cut throat competition, it is imperative to reach potential customers quickly and fulfill their requirements. 1Point1 solutions has adapted to the changes very fast and has enhanced customer experience .They have been handling our customer acquisition business for over 2 years and have been instrumental in fulfilling the Airtel Brand Promise.”
Activity : Description writing and content development for multiple ecommerce products assigned and be responsible for creating, enriching and updating various ecommerce SKU’s/products content.
1. Service Excellence (What we do)
2. Ability to create forms for multiple products and categories.
3. Deliver output at 99% accuracy levels at all times.
4. Consistently achieving a 10% or more productivity level against evolving targets.
5. Developed online simulated training modules , constant updation of modules.
6. Complete dovetailing of training and quality to reduce learning curve of newer agents And reduce defect %.
7. Demonstrated ability for quick scale up.
8. Constant innovation to improve production efficiency.
Amit Bhaskar Menon, Head-Online Fulfillment.
“During all phases of the project, 1Point1 was patient and customer-oriented. They spent the time needed to understand my concepts and expectations as well as the needs of our clients. 1Point1 explained the issues pertinent to the BPO environment and seamlessly integrated them to our requirements. They have demonstrated immense flexibility and are always ready to meet the changing requirements of our Business.”
“1Point 1 has been instrumental in revising training and operational processes to enhance customer experience for our end clients which has contributed in us being rated as a super brand.”
“With frequent changes in the DTH market 1Point1 has demonstrated adaptability to the changing business models and yet increased operational efficiency month on month and helped us in increasing our market share.”
“1Point 1 has been a trusted partner for us beyond mere transactional BPO services in the short time span that we have been associated , we have engaged with 1Point1 to stream line processes and drive best practice across our F&A practice.”
“1Point1 ‘s solution is clearly innovative and showcases how 1Point1 understands our business and innovates to deliver business value.”
“We outsourced to 1 point1 to develop Business Process Management Systems ( BPMS) to build our process foundation for enhanced operations and we have achieved excellent results by partnering with 1Point1.”
“Our requirement of enhancing people and process performance was undertaken by 1Point1 and their solutions for assessing current people state including people profiles, doing psychometric analysis, guide our teams to prepare talent development programs, build retention strategies, etc. helped drive people and HR processes across the organization.”
“1Point 1 was able to tailor make solutions which provided executives with accurate and insightful financial information to facilitate informed decision making , their scalable back-office operations helped us manage business growth.”
“Expertise and solutions provided by 1point1 helped in Management of specific F&A activities to optimize cost and efficiency of underlying operations for a mid market organization like us.”
“We needed a provider who had expertise to Support new clients, refresh and remediate, by leveraging best-in-class KYC platforms which 1 Point 1 has been able to do very effectively , kudos to the team for making our lives simpler.”
“1Point1helped us in customizing solutions which helped us in End-to-end alternative investment operations support client on boarding, data management, trade processing, portfolio and fund accounting, financial reporting and investor services.”
“We chose 1Point1 because of their deep understanding of the domestic travel industry, strong customer care capabilities, insightful customer analytics, and their delivery footprint.”
“The 1Point1 solution has exceeded every one of my expectations, and has delivered an astounding ROI of 119%.”
“1 Point 1’s Order to Cash (OTC), Procure to Pay (P2P) and Record to Report (R2R), processes have enabled end-to-end automation for key F&A activities including credit, invoicing, collections, cash, payables, and financial close processes and helped us streamline our business.”
“We turned to 1Point1 to reduce inefficiencies for unapplied cash processing and analytics-enabled collection strategies & the solutions provided by 1 Point 1 exceeds our expectations , we are extremely pleased. ”