Services
The entire retail customer lifecycle
We help you acquire new customers, deliver outstanding service, control attrition, and realise the true business potential of the customers you already have.
Scale
Our footprint
Across our clients we handle almost every consumer banking product: credit cards, current and savings accounts, personal, home and vehicle loans, wealth management and insurance. Having worked with most of the leading core banking platforms, workflow systems and CRMs, we use that knowledge to create efficiencies at every stage — which cuts cost and raises customer satisfaction at the same time.
Acquisition
Successful businesses are built up with good customers. We help our clients quickly expand their business by providing end-to-end retail customer acquisition services.
Base procurement & data mining
We source open-market databases with high conversion potential, and mine the bases you already hold for the data points that respond.
Lead generation through calling
Certified callers pitch the product, generate genuine interest and pass back qualified leads — or close on call via payment gateway or IVR.
TRAI registered telemarketer, pan-India
Field collection of documents
Supporting documents and wet signatures collected through feet-on-street partners, managed end to end.
Application processing
Receipt, scanning, data capture, policy checks, telephonic and field verification, decisioning and archival — cards, personal loans and accounts.
Service
Good service is good business. Customer service is our passion, and we have provided specialist customer service support for our clients for over 30 years.
If you have a challenge meeting your customers' expectations and would like to know how we can help, take a look at the flow below and call us. We're listening.
Customer contacts us
Phone, email, post, fax, chat, message boards, web forms — every channel lands in the client's CRM as a case.
Categorise
Each contact is read as a query, an instruction or a complaint, priority cases are flagged, and the case routes to a subject matter expert's queue.
Investigate
Disputes and complaints get a full trace through client systems to establish root cause and the correction required.
Complaints & disputes
Referral
Where we need inputs from another department we request them and keep ownership of the case, tracking turnaround until an answer comes back.
Resolve
Findings become a concrete set of account-level maintenances — a statements complaint may simply resolve to an address correction.
Fulfilment
Financial and non-financial maintenances executed on a maker–checker model, with independent quality sampling scaled to transaction sensitivity.
Respond
Templates for standard queries, drafted responses for complaints and disputes — returned on the channel the customer used, closing the loop.
Augmentation
Revenue augmentation through outbound calling is an area of specialisation, and we are one of the largest service providers in India by total value of generated sales.
Our customised outbound calling platform, combined with our experience in this domain, results in base utilisation and conversion ratios among the highest in the industry. We have a strong customer service background and we fully understand the harm a mis-sale can cause. We take pride in our record of compliance and adherence to telecalling ethics, without compromising our ability to sell good products to great customers.
Requirement analysis
What we are selling, to whom, how and by when — agreed explicitly before a single call is made.
Execution strategy
Call flow design, scripts, base identification, CRM customisation, and the hiring, training and certification of the sales team.
Campaign management
Data sets matched to the callers most likely to convert them, with parameters tuned continuously against live performance.
Sales fulfilment
An independent quality team listens to every sales call against a checklist; only fully compliant calls are booked as sales.
Voice of the Customer reporting
Specialist capabilities
What sits underneath
Application processing
We handle end-to-end processing of consumer banking product applications for multinational banks, covering the whole onboarding lifecycle.
- Imaging solutions
- DIP checks
- Data processing and validation
- Document checks
- Credit eligibility and income computation
- Policy application and validation
- Archival of applications
Transaction processing
Operations are the backbone of any business, and it shows most when they are weak. A poor operations team undoes the good work happening at every customer-facing channel. Ours processes more than 12 million financial transactions a year at close to 100% accuracy.
- Back-end processing and account maintenance — financial and non-financial, including static data amendments, interest reversals and EMI product maintenance
- Campaign management, including email and SMS promotions
- Statements, ATM and credit cards, PINs — dispatch, tracking and redirection
- Data analytics for efficiency and digital penetration, and MIS
- KYC and CDD operations
Chargeback
End-to-end resolution of charge disputes on credit and debit card transactions — the full cycle from copy request to arbitration, under MasterCard and Visa association guidelines.
We arrest potential losses for the client while resolving the dispute amicably for the customer. Very few BPOs in India offer expert chargeback services.
Information security
Mandated and enforced across the organisation, and certified to ISO 27001:2022.
We have passed global client audits without a single observation raised against our enforcement of international information security standards.
Clients
Whom the most reliable names rely on
Which of these is your bottleneck?
Tell us where the process is slowing down and we'll tell you honestly whether we can help.
Start a conversation