Flatworld Solutions Provided Inbound Customer Support for a Payment Gateway Company

Case Study on Inbound Customer Support for a Payment Gateway Company

The Client

Our client is a payment gateway technology company that used data-over-sound technology to develop custom API that integrates seamlessly with smart phones. The client is a technology enabler working within the confines of existing payment ecosystem to make payment smooth as butter.

Client's Requirements

The client needed to inbound customer support for their offline payment gateway. The client wanted to test our services before assigning the entire project to us and they wanted us to hire one expertise within a week.

Business Challenges

The client was handling inbound customer with the help of an in-house agent but found them to be unreliable due to experience and knowledge transfer. Hence, they reached out to us who can take accountability for the deliverables and run the show without much supervision.

FWS Solution

We along with the talent acquisition team sourced the right fit of a candidate and deployed a dedicated and competent team on the project.

We did face challenges in the initial stages of the campaign as the training materials weren't enough to train the agents as we were dealing with both merchants and customer queries.

The client agreed to provide on-job training to the agent and sorted all the FAQ rebuttals. Since then the agent had been very consistent in performance and very accurate to address all the queries.

The Result

The client was really happy with the outcome and agreed to have the project ramped up.

Outsource Inbound Call Center Services to Flatworld Solutions

Flatworld Solutions' inbound call center solutions have brought immense success to many of our clients and they have enjoyed satisfaction like the client we served in this case study. Having been equipped with the best of call center technology and infrastrure that houses full-time agents, we can remotely serve clients no matter where they are. Our resources are can be trained and placed on the hot seat at moment's notice and that ability has long been our USP.

Contact us if you have a similar need to the client we served in the project and we'll send you an estimate of what our services cost.

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