Call Center Case Studies

Choosing the right Call Center Outsourcing Service provider in India is a critical decision that will define your business' growth. Our Call Center Outsourcing service offers the right size, the right skills and the right focus to do more with less. We provide offshore services to medium and large scale businesses in the US, the UK and Australia. Our customized offshore outsourcing generates the best returns meeting international standards of quality and productivity. We provide state-of-the-art infrastructure and features that are unattainable with any other call center outsourcing service provider.

In an industry that is entirely people-centric and expanding with the times, Flatworld has kept itself up-to-date with the latest trends and etiquette. Our well-organized recruitment and training procedures ensure we get the industry’s best talents guaranteeing complete customer satisfaction.

Read about Flatworld’s success stories. These Call Center Case Studies that we provide stand as tangible proof of the quality, efficiency and professionalism that we are proud of and prove beyond doubt that we are the best at providing call center outsourcing services.

Call Center Offshore Outsourcing

Our customer was a leading global software and services company based in Minneapolis and listed by NASDAQ.
The customer, addressing mid market companies globally had successfully established a development center in Bangalore and was looking at expanding the scope of activities in India. They were interested in understanding how the developing IT enabled services industry in India could be leveraged.
Flatworld was awarded the contract for the customer’s call center offshore outsourcing based on the solution it highlighted to drive the customers sales process.
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Highlights
Our solution included:

• A team based in India, that had the required sales skills, communication skills and poise to open doors for the company’s highly skilled product specialists to take the sales process to the next phase.
• Design of a pilot program
• A team of Flatworld’s B2B specialists
• Relevant training for two weeks to make the first level pitch

Call Center / Customer Support Services

Our customer is a leader in offering quality and workforce management software for the call center industry

The scope of work required the Flatworld team to provide Tier 1 support to the customer’s customers across the APAC (Asia-Pacific) region on its key products. Due to the vast expanse of the region and the various services our customer offered, it was difficult to manually perform the workforce management quickly and efficiently to maintain quality standards.

Using our customized software, we were able to provide the most optimized call center customer support services the customer was looking for. Our automated agent adherence systems differentiated time slots for a multitude of teams and various genres of work providing an advanced call center workforce management solution.
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Highlights:
Using our automated software and a BOT (Build-Operate-Transfer) model, Flatworld was able to provide its call center outsourcing services in a series of timely stages that comprised of:

• A rigorous process of recruitment of a team of engineers
• Intensive training for a multi-cultural approach to handle customers across the APAC region
• Engineers were also exclusively trained by the customer to avoid conflicting process methodologies
• An integration with the customer’s reporting system aimed at aligning processes at Flatworld

Contact Flatworld Solutions for your Call Center Outsourcing needs.

Read more about outsourcing call center services.

Find out more about the call center operational transparency at Flatworld.

Read about Flatworld's transition methodology.

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