Pre/Post Sales

We're ready to answer your calls!!

 

By getting together operational excellence and deep industrial and functional knowledge to critical business processes, our Clients always get more value than anywhere else. We provide high-quality execution of Client customer care processes, monitor these against multiple performance metrics, and seek to improve them on an ongoing basis.

 

Navigant offers end-to-end outsourcing solutions. Our customizable offerings are aligned as per different markets and special needs. To ensure accurate process monitoring and optimum service delivery, Navigant has deployed the latest call centre technology which enables advanced call routing; generate reports such as ACD (Automatic Call Distribution), ACW (After Call Work), Agent Performance Analytics, AHT (Average Handling Time) and several other features.

 

Navigant provides integrated customer service solutions through our tried and tested industry best practices.

Inbound Customer Service

Adding customers to your sales basket and further retaining them is not an easy task.

Navigant can staff well trained and experienced staff to ensure that your prospects not only get the right information when they call your Company's toll free number but also are well-informed about the benefits of choosing you over your competitors.

 

Once a "Prospect" becomes a "Customer" we staff Customer Service Agents with the right kind of soft skills, customer service etiquettes and call handling techniques, armored with suitable access to customer information, to make your Customers' interaction a delight every time they call you and a reason to stay with you forever.


Increase of 25% in average order size on all checks through cross-sell and up-sell promotions

Customer Support

Navigant Technologies focuses on providing knowledge intensive support solutions that can be delivered remotely. We provide high quality, scalable and cost effective services for outsourcing the technical and IT help desk functions. From our multiple technical service centers equipped with latest call center technology, the technology help desk group provides total support solutions for ISPs, OEMs, software companies and IT needs of companies. The support provided is comprehensive and covers all major operating systems, desktop applications that run the office environment. Our support services allow client to reduce their support cost by 30-50%.

 

Majority of our staff members are engineers with all necessary technical certifications and have gone through extensive training in soft skills required for customer support. We work with every client to ensure that our representatives match closely with the needs of our client companies.

 

Customers are supported by robust, intelligently scripted questions and answers. Data is captured to provide you with information on marketing, customer profile and frequently asked question distribution. Technical teams get hands-on training or daily interaction with products to ensure superb knowledge and efficiency.

 

Navigant can provide a cost effective and scalable solution for outsourcing the IT Help Desk function.

Order Entry On Incoming Calls

It is very important to tap every business opportunity that comes knocking at your doorstep.

Our qualified Trainers ensure that the call answering staff is suitably trained to greet the customer to a Professional Company and register Customers’ orders on the Order Tracking System.

 

Callers wanting to book an order are identified uniquely and placed on a separate call queue by our EPBX system to be answered as quickly as possible. In case of extreme high call flows leading to calls being abandoned, we can customize an IVR asking the caller to leave a call back number and a brief message for someone from the sale team to return his/her call within the next 3 hours.

Tracking the delivery of Customer orders with logistics can be a nightmare at times!!

 

Navigant can staff suitably qualified personnel to coordinate with several departments and ensure that your Customers receive their orders as per your commitments. We also answer incoming calls from Customers enquiring about the same in case of delays and assure them that their order is being tracked personally by a professional and will reach them very soon.

Customer Retention

Companies are always trying new means to attract Customers from competitors. This leaves many worried by thinking if they are even able to recover the cost of acquiring each Customer.

 

How can this “preying” be stopped?? The answer is simple…… If you provide your Customers with poor after sales service, they will leave you. If you provide them with an average experience, they are open to being attracted to leave you. But if you provide them with a great experience, your competitors will be unable to bear the cost of acquiring them from you…… and this is what you would want.

 

Navigant helps you motivate and convince customers, whom otherwise want to cancel a product or service, to continue using it. This is accomplished by employing well-trained agents, customized scripted objection handlers and rebuttals, cross-selling and down-selling and extensive quality assurance and monitoring.

Order Tracking

Our qualified Trainers ensure that the call answering staff is suitably trained to greet the customer to a Professional Company and register Customers’ orders on the Order Tracking System.

 

Callers wanting to book an order are identified uniquely and placed on a separate call queue by our EPBX system to be answered as quickly as possible. In case of extreme high call flows leading to calls being abandoned, we can customize an IVR asking the caller to leave a call back number and a brief message for someone from the sale team to return his/her call within the next 3 hours.

 

Tracking the delivery of Customer orders with logistics can be a nightmare at times!!

 

Navigant can staff suitably qualified personnel to coordinate with several departments and ensure that your Customers receive their orders as per your commitments. We also answer incoming calls from Customers enquiring about the same in case of delays and assure them that their order is being tracked personally by a professional and will reach them very soon.

Refund Processing

Navigant can answer incoming calls of your customers calling in for a refund.

 

These calls are generally from irate customers and have to be dealt with a sense of maturity as the customer can sometimes be very compelling and demand a disproportionate refund wherein the customer service agent has to explain logically what the refund value is going to be and process the same accordingly as per pre-defined policies.

Out of Hours Support

If you are looking for a call centre to answer your incoming calls only during non-business hours, Navigant can do that for you.

 

Generally, the cost of hiring in-house staff during off-days and non-business hours is very high. You can outsource this responsibility to us and be rest assured that neither will we charge you a fortune and also allow your Customers to feel that they are doing business with a truly global Organization, caring for its Customers round the clock.

Outbound Services

We at Navigant provide the customized outbound services that includes direct telemarketing, order processing, up-selling/cross-selling, surveys & polling, enquiry management & fulfillment, lead generation, co-branding & affinity programs.

 

Customized telemarketing services extend beyond answering customer questions. In addition to assisting the Client with their businesses, our dedicated telemarketers group will also track, report, and identify any on going operational problems, update user guides etc.

 

Whether it is mass or target marketing, cost effectively depends on ability of tele-sales representative (TSR) to make more calls, more sales and convert more enquiries faster and with fewer busy lines. The database and call management network allows us to build telemarketing script, store prospect information, place outbound calls and recall result of each call. Predictive dialing selects prospective clients list and directs only those calls answered by live voices to our TSR'S. Others are rescheduled for later call- backs.

B2B/B2C Telemarketing

Telemarketing is the systematic, integrated use of the telephone and trained staff to communicate with existing and potential customers to maximize business profitability. Our telemarketing services can provide you with excellent return on investment.

"B2B" is a call centre term for "Business-to-Business" whereas "B2C" refers to "Business-to-Consumer".

Navigant's expertise in B2B telemarketing enables organizations to target companies and wholesales customers. This service is for those organizations interested in sheer volume of business and reduced customer service costs.

We help you improve sales performance by delivering cost effective quality solutions, in any business area, across every continent, in any language. To out-perform your competitors, you must get the strategy and the planning right which comes not only with a non-scripted approach but substantial expertise in the market segment, possessed by Navigant.

A well-established, successful B2B telemarketing company, we utilize our experience in telemarketing services to specialize in providing tailored campaigns for B2B clients across a variety of sectors including:

  • It & Telecoms
  • Logistics & Materials Handling
  • AMC Services
  • Professional & Business Services
  • Specialist B2B and SME

B2C telemarketing has been a tried and tested methodology to get a better response rate from target Customers as it creates instant interaction and you no longer need to wait for your prospects reaction to media ads, etc. Telemarketing offers prospects an express answer to their questions which in turn helps them in their decision making.

B2C telemarketing also gives you the opportunity to up-sell or cross-sell your products and services.

B2B/B2C Lead Generation

Navigant Lead Generation programs are the perfect marketing tools to properly qualify/sell to your prospects so your highly skilled, highly paid salespeople and officers are not wasting their valuable time.

We provide Lead Generation in the fields of AMC, Mortgage, Insurance, Refinance, Day Cash Loans, Debt Consolidation, Information Technology and travel among others. Navigant supplements the standard way of generating leads by telemarketing with several other forms such as email blasts, web search, data profiling, validating online customer enquiries, etc. You can trust our expertise in this domain and will be happy to see the results we generate for you!!

Brand Advertising

When you have a targeted customer-base and would like to educate them about your latest products and service offerings, Navigant can help you with this.

The importance of spreading awareness of your products and services by word of mouth is equally as important as media ads and other marketing techniques.

Navigant has helped several companies in the telecom, medical, manufacturing and many other domains, launch their offerings with great success in the market.

Mail Followup

If you have executed a mailer campaign and want someone to follow up with personalized calls, Navigant can do this for you.

When a customer/prospect receives a mailer with some new product/service information, he might be interested and might have a few questions. It's just due to lack of time that he is unable to call you and book an order. Following up with a telephonic call to such mailer campaigns will help approaching such prospects head-on and generate sales leads right away. Navigant has helped several companies in the telecom, medical, manufacturing and many other domains, launch their offerings with great success in the market.

 

 

Inbound Customer Services

 

Pre/Post Sales

 

Customer Support

 

Order Entry on incoming calls

 

Customer Retention

 

Order Tracking

 

Refund Processing

 

Out-Of-Hours Support

 

Outbound Services

 

B2B / B2C Telemarketing

 

B2B / B2C Lead Generation

 

Brand Advertising

 

Mail Follow-Up

 

 

 

 

Trusted Outsourcing Partner Since 2003

 

 

Copyright © 2016 Navigant Technologies Private Limited. All rights reserved.

Trusted Outsourcing Partner Since 2003
info@navigant.in  |  +91. 124. 2340130