InSO has gained experience and brought best practices to various processes in the domains serviced. We provide a wide array of inbound call center services, outbound call center services, and back-office services to clients in the financial services, insurance, technology, telecom, retail and travel, health and supplements, and hospitality verticals.
InSO’s project management process is based on industry best practices and top business process methodologies.
Increased sales closing ratio, higher customer retention and customer satisfaction by quality customer care executive team.
InSO has several years of domain expertise in promoting Nutritional and Dietary Supplements for several manufacturers nationwide. We provide order taking, customer service and outbound telemarketing services on a performance basis. We have sold more than 500,000 bottles of Nutritional Supplements in the past years. We have handled several inbound order taking, sales, customer service and outbound telemarketing campaigns in the past years.
Some of our services include:
Order taking & sales Motivation
Prevent customers from product cancellation
Motivate customers to stay in membership program
Follow up with customers who made product inquiries
Sales recovery from declined sales orders
Generate sales from existing customer base
Improve customer service rating
Promotional offer creation for inbound ads
Cross-sell and up-sell customer base
Product recommendations to customer base
Cross sell customers who cancelled membership programs
Value-added services
InSO works with several nutritional companies and have helped them boost their sales volume. We have partnered with several nutritional and dietary supplement companies since we provide more than call center services due to our several years of domain expertise. Our agent’s expertise and knowledge in this domain have helped several of our clients achieve their sales goals and have created a ROI.
Incentive programs suggestion to retain and increase customer base
Providing suggestions to boost average sales ticket
Merchant account and fulfillment set up for new clients
Marketing program and advertising media selection
Vendor selection for online promotion, content writing, leads, direct mail, radio and TV campaign
Prompt response, intensive product knowledge, expertise in knowing buyer mindset, offering the right promotions, and top class customer service.
InSO works with several small businesses ranging from skin care product retailers, herbal supplement retailers, florist, home décor retailers, spiritual cd’s and book store, electronic retailers and many more. Our low cost excellent service model has helped our clients provide quality customer service to their customer base and improve sales profit every day. Our 24X7 service have helped our clients service their customer’s world wide through our seamless phone, chat and email support services.
Some of our services include:
Order taking & sales generation
Prevent customers from product cancellation
Motivate customers to stay in membership program
Follow up with customers who made product inquiries
Sales recovery from declined sales orders
Generate sales from existing customer base
Improve customer service rating
Respond to general, billing and product inquiries
Cross-sell and up-sell offers
Send promotional email offers and motivate customers
Coordinate with fulfillment regarding billing, cancellation and general inquiries.
Value-added services
InSO understands the business nature of several small and medium businesses. Since increasing profits to our clients is our motto, InSO offers performance based order taking, customer service and outbound telemarketing services to online retailers so as to minimize their operating expenses and reduce their risk of paying upfront. They pay us based on our performance.
As a value added bonus for signing up with InSO we also offer them:
Free chat software integrated to their website to boost sales and improve customer service
Google adword $50.00 coupon to increase their web presence online
Free 1 hour free consultation with our online marketing experts to improve site traffic and sales
1 Month Free service for customer loyalty
Low fee credit card vendor and fulfillment vendor recommendations
Bringing competitive advantage and cost savings through flawless execution
InSO is providing support for a wide array of banking and financial services products and services. Our strong focus on speed of execution along with process improvement and quality control has provided the transformational benefits of outsourcing to our clients. This has been enabled through unique service competencies and our understanding of world banking and financial markets.
We deliver multiple processes from multiple locations and act as a node in our clients' global processing centers. Our strong adherence federal and state rules and stringent compliance to processes and systems have brought best in class quality performance across the client enterprises.
Services
Some of the services include:
Information calls
Account - verification, confirmation, fulfillment and maintenance
Research, place investigations and resolution of queries
Bill payments
Technical queries
Welcome calls
Customer feedback program
Sell 'sticky services'
Offer sales referrals
Liability processing
Collections
Telesales for home loans
Welcome and insurance calls
Order / replace cards
Skip tracing
Value-added services
InSO seeks to work as a partner with each client, delivering cost as well as quality benefits that have a long-term impact. Our 5P (Project Management, People, Processes, Platform, Performance) framework allows us to scale very rapidly and deliver quality customer service on time, every time:
Incentive structures wherein incentives are given on a daily, weekly and monthly basis to motivate personnel.
Best practices sharing procedures to enhance other processes.
Handle voluminous transactions accurately and improve turnaround times
Cost savings, greater flexibility, consistency and reliability of services, quality of the customer experience and customization of processes is what InSO offers to its clients. We understand customer support and back-office processing services prevalent in the global insurance industry and services insurance providers, carriers, brokers and administrators.
Our project management methodology along with the efforts taken to understand processes has provided immediate benefits to clients. InSO has experience in delivery of multiple complex processes involving decision-making within the insurance domain and have successfully provided support for both transaction and voice processes. We also match profiling and hiring for insurance processes.
Services
Our range of services include:
Claims processing / adjudication (traditional, managed care and coordination of benefits)
New accounts application processing
Data entry and data correction
Customer service
Coordination of benefits
Outbound member satisfaction survey
Value-added services
Following are some real life examples where we have exhibited our capabilities in providing 100% track record on delivery of operational metrics. All this while continuing to provide process innovation efficiencies.
The in-house training team at InSO has developed comprehensive multimedia training modules for insurance industry overview, process implementation, health care plans and operational excellence. This has amounted to 50% reduction in time and has reduced the ramp-up time.
First contact resolution and enhanced customer satisfaction
InSO has carved out a unique standing of having experience in a wide array of technical support processes, servicing clients such as a Fortune 50 Computer Hardware Provider and a Fortune 1000 Financial Software Product Company.
InSO provides simple to high-end tech support including customer service, product feature / services support and troubleshooting. We have exceptional experience in supporting diverse hardware and software products. InSO has successfully launched pilots followed by rapid increase in size and scope without compromising on project metrics. We provide flexibility to manage higher call volume and spikes. We also have migrated clients' processes to new channels of communication such as chat to provide economic efficiencies.
Services
Some of the services include:
Customer service for consumer and SOHO
Tech support
Product support
Application and desktop support
Troubleshooting
Installation support
Software usage problems
Sales
Knowledge base management
Payroll processing
Value-added services
InSO has developed a high level of expertise in servicing end customer contacts on behalf of its clients besides delivering cost as well as quality benefits that have a long-term impact. The following description summarizes some of the value add attributes and benefits that we have delivered:
Created a pre-product technical training module in collaboration with client's team, which provides orientation to the client on different hardware solutions.
Structured methodology and capability to handle rapid changes in business through a robust change management process to roll out new products and services.
Institutionalized a 'Knowledge Capture Process', which stresses on enhancement and expansion of the knowledge repository and reduction of variability in response.
Handling rapid changes in business through a robust change management process
InSO is uniquely positioned in India to service the telecom vertical. We are the only contact center in India to have maximum experience in providing customer service, technical support, complex query resolution, and back-office services to our clients in telecommunications.
InSO has extensive experience in handling 24/7 customer care programs like activations, client services and correspondence management. It has the capability to handle a wide range of processes like 'activations' (which include a significant inbound sales component that determines the carrier's ARPU) to unscripted process like 'customer assistance services'.
Our range of services include:
Customer care
InSO provides exceptional customer service to its clients and our performance has made us the 'Best Customer Care Partner' for our clients. The customer care services include:
Service activations
Billing queries
Service / plan changes
Order fulfillment
Product / service features support
Equipment warranty and replacement program
Cross-sell and up-sell
Correspondence management
Account maintenance
Marketing strategies
Sales and promotions
Contract extension
Technical support
InSO helps the clients in providing simple responses and guidance to the complex queries of the consumers. These include issues related to troubleshooting, product programming, network and other queries.
Technical support
InSO has experts and specialist who provide support for the highest-level escalations that require extensive research and analysis. This also requires communicating with other functions of the clients' organization.
Value-added services
InSO brings expertise in process improvements and re-engineering through sharing of best practices. We have brought productivity gains, quality improvements and more efficiency to the processes of our clients. InSO has developed a 'Middleware' and an 'Offline Response Library' for our clients in this vertical:
The 'Middleware' helps in increasing the turnaround time and better reporting systems.
The 'Offline Response Library' provides a repository of new customized and high quality query responses. The tool has brought double digit cost savings to the client.
Increased customer loyalty through high customer satisfaction
We have significant experience in delivering customer satisfaction in a high volume environment and provide scalability with flexibility. InSO has the unique distinction of servicing diverse product ranges of online retailers and retails chains from books, toys, electronic products, Internet properties to education savings. Our service agents / associates handle queries which require analyzing the situation and making decisions, trigger a purchase, manually allocate an order to a fulfillment center, compensate the customers for any inconvenience and educate the customer.
We orient our new hire agents / associates to develop an appreciation for 'Exceptional Customer Service' as a concept. InSO holds the capability and experience in providing multi-lingual support over email. We have delivered high satisfaction levels for the customers even during the peak seasons of our clients.
Services
Some of the services include:
Customer Service
Exceptions support for 1-800 numbers
Inbound sales
Technical support
Telesales for extended warranty
Account maintenance and updation
Fraud detection
Inventory management
Order processing
Value-added services
We have successfully managed partnership with our E-Commerce & Retail clients and helped them with outsourcing to India for the first time. Given below are some of the proven benefits to our clients:
Documentation of the entire quality process for the client's processes
Documentation of the entire process note for a process
Implementation of applications and enhanced efficiencies by customizing to client's requirements
Development of a software to facilitate the reporting system and performance analysis
Time and motion analysis to improve productivity significantly
Generating sales through right product at right price at right time
InSO understands that the travel and hospitality industry is very dynamic and the competition is increasing with the newer distribution models available. The agents / associates at InSO help in fulfilling customer demands thus ensuring customer loyalty. We have the necessary competencies to deliver superior service for our clients in airline, hotels, car rentals, tour operations and travel management companies.
InSO has an in-house team of travel and hospitality domain experts to incubate new projects and processes such as hiring and training to provide strong orientation to the industry and process being served.
Services
Our range of services include:
Loyalty program
Information calls
Booking and reservations for leisure and corporate travel
customer service
Cross-sell / up-sell
Value-added services
At InSO, there is a constant exploration of the methods that enable us in providing better service levels to our clients thus increasing efficiency and reducing ramp-up times:
Customized hiring process and tests for both process knowledge and listening skills.
Development of domain and sales training modules for travel processes.
Health & Supplement Industry 
