Reasons why call centers tend to have one of the toughest work environments and are faced with regular attrition, absenteeism, and increased overheads. When it comes to enquiry handling, it is essential that your call center employs reliable people with the right knowledge about your product or services, and are provided proper training, which is exceptionally difficult to achieve in the tumultuous call center environment.

At Flatworld, we understand that companies like yours need reliability and stability when outsourcing your enquiry handling services. As part of our inbound call center services, our experienced agents can handle dynamic customer needs while handling in-depth enquiries about your portfolio.

Our enquiry handling services are designed and continuously improved under the principles of Lean Six Sigma. This ensures every customer interaction is guided by structured process controls, measurable quality standards, and continuous performance refinement.

Enquiry Handling Services We Offer

High-quality enquiry handling services require dedicated call center agents who can deliver accurate product/service related information to all incoming customer calls. This can either be in the form of resolving queries or sharing information on ongoing offers, or providing details about a particular product or service. Either way, our customizable enquiry handling services ensure all your customer queries are handled with the same amount of importance, helping you create better user experiences for your customers and gaining their trust.

Our services are designed using Voice of the Customer (VoC) to Critical to Quality (CTQ) mapping, keeping diverse customer needs in mind. Our professionals follow the Define, Measure, Analyze, Improve, Control (DMAIC) approach to immediately adapt to your users' queries. This enables first-contact resolution through validated agent workflows, which directly boosts sales.

Our services include -

Telephonic Enquiry Handling Services

Telephonic enquiries make up the bulk of enquiries generated from customers. Our expert agents manage all inbound calls using standardized workflows and CTQ-mapped responses, prioritizing first call resolution while maintaining consistency and service quality.

Website and Chat Enquiry Handling Services

Customers now prefer websites and chat boxes for their queries. Our website enquiry team addresses them using Poka-Yoke (error-proofing) protocols, which eliminate errors in data entry and provide troubleshooting links in real time.

Email Enquiry Handling Services

When customer send in their enquiries via email, we as an enquiry handling company ensure that we send a prompt reply to their emails with the necessary information as soon as possible.

Information Enquiry Handling Services

By isolating non-critical traffic via a dedicated disbursal system, we eliminate Non-Value-Adding (NVA) steps and reduce the load on other legitimate call center enquiries.

Multi-language Enquiry Handling Services

Based upon your requirements, we can help set up enquiry handling channels for multiple languages, both local and international, with teams of call center agents who are extremely fluent in the said languages.

Dealer, Distributor, and Agent Enquiry Handling Services

We can help your customer location dealers and distributors for your products and services by providing them with the necessary contact information quickly.

Call Center Software we use

Who Can Use Our Enquiry Handling Solutions?

From generating large volumes of enquiries for a marketing campaign or providing specific assistance with regular telephonic or web-based enquiries, we serve it all. Our customizable enquiry handling solutions minimize drop-offs in the enquiry-to-sale transition, so you don’t miss out on a good sale opportunity.

Over the years, we have handled enquiries for various industries and verticals, including -

Aerospace & Defence Industry

Automobile Industry

Banking & Financial Services Industry

Capital Markets Industry

Communications Industry

Consumer Goods & Services Industry

Customs Brokerage Industry

Consumer Packaged Goods Industry

Energy and Utilities Industry

Education Industry

Healthcare Industry

Logistics Industry

Manufacturing Industry

Media & Entertainment Industry

Medical Devices Industry

Network Equipment Providers

Oil & Gas Industry

Pharmaceutical & Life Sciences Industry

Platforms & Software Products Industry

Public Sector / Government

Retail & Ecommerce Industry

Securities & CapitalMarkets

Telecommunications Industry

Why Choose Flatworld for Enquiry Handling Services?

At FWS, we have more than a decade's experience in handling several different call center requirements for global clients. Having managed entire call-center lifecycles for several Fortune 500 companies, we have managed to develop industry-specific competencies which set us apart from most of our competitors, such as -

CTQ-Aligned Training Modules

Accuracy, professionalism, and 360-degree knowledge about your business processes are the cornerstones of our business processes. We build our training modules for the agents based upon your requirements and provide them with important feedback until they perfect their delivery.

Latest Technology and Infrastructure

We leverage state-of-art technology and necessary infrastructure to ensure we can easily categorize calls, streamline call hold and forwarding features, and facilitate easy database integration for better information disbursement. All this ensures we can deliver an extremely high-quality customer experience from the get-go.

Quality Monitoring

We place strict emphasis on overall call quality and have a dedicated QA cell that uses statistical control charts and feedback loops. This also ensures we can achieve the results set by the client's demands as soon as possible.

Instant Response Times -

We leverage advanced analytics and root-cause segmentation to continuously reduce enquiry lags and improve first-call resolution over time. Regular training on the DMAIC lifecycle allows them to perfect their delivery and score high on customer satisfaction.

Benefits of Outsourcing Enquiry Handling Services to FWS

There are many advantages of taking enquiry handling services from a company as established as Flatworld. Some of them include -

We offer multi-lingual call support in more than 40+ languages including English, Spanish, French, Hindi, German, Japanese, Mandarin, etc.

Our call center can provide round the clock 24/7 assistance without any downtime as leverage our global delivery centers to ensure your customers can always reach out to proper customer support

We provide all our clients with daily, weekly, or monthly reports as required in a format of their own choosing. Featuring intuitive dashboards and analytics, our reports ensure you can easily plan.

We maintain 99.5% uptime, validated in the control phase of our DMAIC framework, ensuring your customers can always reach you when they need your support

We strictly follow all CTQ parameters and adhere to Service Level Agreement (SLA) benchmarks, and our average call handling times are usually within 1.43 rings

Our DMAIC lifecycle-based enquiry workflow reduces process variation and improves response quality significantly. In one such initiative, we achieved a 48.58% improvement in service quality and a 45.28% gain in client retention.

Flexibility and scalability are our hallmarks, as we meet all your seasonal spike demands easily and within a very short time

We provide cost-effective services while ensuring all your requirements are met in the best possible manner

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Client Success Stories

Inbound Call Center Services for a Berlin-based Client

A leading Berlin-based healthcare consultant was looking for reliable inbound call center services. We applied standardized enquiry workflows that improved first-call resolution accuracy, designed and executed under the DMAIC lifecycle.

IT Support Services for a UK-based Bike Insurance Company

A leading motorcycle insurance company based in the UK was looking for a reliable service provider who could help them with IT support services. Our team provided them with the services on time.

Client Testimonials

I would recommend everyone to use Flatworld Solutions in order to be able to expand their business and deliver the best possible customer support.

Vice President, Insurance Auto Auction Providers, USA

More Testimonials

Outsource Enquiry Handling Services to Flatworld Solutions

At FWS, we combine standardized support workflows with root cause analysis frameworks, powered by Lean Six Sigma methodologies, to understand a variety of customer needs. From simple product queries to complex technical doubts, we manage it all—making us your one-stop enquiry handling partner.

If you require timely, accurate, and cost-effective enquiry handling solutions, contact us now!