SOLUTIONS

	Staff Augmentation Technology Consulting Business Process Outsourcing Contact Center Services		Contact Center APN is uniquely positioned to service the wide spectrum of inbound and outbound customer interaction for both retail and corporate customers. We are capable of offering contact center services to both large and small companies and ‘growth innovators'. Our support for various processes have been clubbed under the following broad services: Re-Engineering and Value Added Services: Sharing benefits, improving processes and removing inefficiencies Our co-sourcing model seamlessly integrates with and works as an extension of our clients. APN has introduced, developed and used various tools to bring process improvements, productivity gains and quality enhancements. Some of our initiatives have also been replicated by our clients. We share best practices and add value through: Creation, updation and re-engineering of training processes and manuals Introducing transitioning methodologies Customized and real-time reporting tools New technology / applications implementations Domain training and tailored hiring processes Introduction of middleware for automation and efficiencies Quality management tools such as Six Sigma, Pareto, Kano Analysis, Fish Bone Analysis, Time and Motion Study for process improvements Customer care Ensuring customer ‘delight’, building loyalty and creating opportunities We, at APN, help our clients establish benchmarks in world-class customer service. At APN, every associate strives to bring exceptional experience to the client's customers and provide first contact resolution. Our host of customer care services helps in establishing and maintaining 'customer relationship management'. The scope of services vary from simple queries (accounts details and maintenance, information on products and services purchased, travel services required, service changes / swaps) to complex questions (escalations, premier queues). The customer care arm can also provide inbound sales including cross-sell and up-sell services. This can generate significant revenues for our clients.		We provide exceptional experience in : Customer retention Research escalated cases and provide solution Compliant and query resolution Product information support and management Technical Support Extending support beyond sales by providing simple solutions to complex problems Rapidly changing technology and demand for simple to complex technology driven products has changed the service expectations of the customers. APN can provide all levels of technical support for businesses and consumers. This includes providing services for simple customer service, product information requiring specialist knowledge and complex issues management. The services also include tech-support related to escalations and high-end queries. We provide step-by-step guidance to queries on: Troubleshooting support Installation support Software usage and problems Application and desktop related queries Internet related issues
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