The performance of the contact services supplier directly affects end customer satisfaction - underlining the need for appropriate management of customer contacts and consideration of the end customer's perspective in designing key performance indicators.
To manage call center services suppliers, CosmoCom, a provider of Contact Center Consolidation 2.0, announced that leading Indian call center outsourcer, Epicenter Technologies, is improving their collections services utilizing the InstaCC cloud-based Hosted contact center offering from Tata Communications.
Epicenter is using the CosmoCom (News - Alert)-powered customer communication platform to support their blended inbound and outbound collections projects for their clients, which include many Fortune 300 companies.
Epicenter Technologies is part of the $2.4 billion Kalyani Group and chose the CosmoCom-based hosted contact center service for its reputation of being a solid platform; the network-based architecture; the inherent scalability of the on-demand model; and the proven hosting reliability from industry leader Tata Communications (News - Alert), officials said.
In addition, the option to add Web and e-mail to their contact channels supports their future plans.
Ashish Pachwadkar, Epicenter’s chief technology officer said that the company has found InstaCC to be the best and most reliable customer service technology platform which ensures predictable performance to exceed customers’ SLAs. Besides using the service to handle skills-based routing of incoming calls in their call centers, Epicenter is finding success employing the platform for their late stage collections activities, running dialing campaigns 16 hours/day, six days a week.