Call Center

WSI offers a variety of call center services for several organizations. WSI has concrete expertise in the planning, execution and monitoring of large-scale call center services. Our team at WSI realizes that Call Centers have become the primary means of communications between organizations and their customers. For this purpose, we use cutting edge technologies including speech recognition techniques to handle first level of customer support automatically, text mining technologies to allow better customer handling, agent training by automatic mining of best practices from past interactions,  and many other technologies to improve agent productivity and customer satisfaction.

Our experts providing call center services excel at these two domains:

Technical Support

We offer best of the breed technical solutions to meet the business requirements of our clients; we also provide full technical support to meet our clients’ technical queries needs and assist them in maintaining in fully functional business processes. Our team has acquired solid expertise in optimal utilization of end-user resources including call center, help desk support and contact centers. Our technical support services encompass: staffing and capacity building of Customer Service Representatives (CSRs), training the support staff, optimized support systems for functional needs of client business processes, Customization of hardware according to client requirements, quality control protocols, and development of training materials for stakeholders.

Customer Care Services

In today’s multi-channel world, we believe in “Service First” when it comes to cater the needs of our clients. WSI has a solid experience in delivering reliable and accurate information to our clients and customers for sustaining customer loyalty and maintaining customer satisfaction. We empower our clients and customers to find answers to their questions 24 hours a day, seven days a week, which is a key factor in decreasing operational costs while increasing customer satisfaction rates. Our customer care services include assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.

Clearinghouse Operations

Our services at WSI include Handling voice calls, process for responding to surge call volume. We provide 24/7 call center service for the benefits of our clients. From communication aspects, we provide translation services and responding services for email requests within 24 hours. We also strive to provide daily, weekly and monthly call tracking services and review specific call in call database. We define categorize customer problems and provide recommendations to reduce recurring problems. We also facilitate our clients by providing trend analysis.

Operations Excellence

We provide Operations Excellence support as a philosophy of leadership, teamwork and problem solving resulting in continuous improvement throughout the clients’’ business processes by focusing on the needs of the customer, empowering employees, and optimizing existing activities in the process.
Our Operational Excellence team emphasizes the need to persistently improve by encouraging a better teamwork atmosphere. We believe that Safety and quality improvements for employees and customers lead towards becoming a better enterprise.
With our extensive experience in operations excellence, we have learnt that the constant improvement is not only about improving HR quality, therefore we recognize the pivotal importance of the processes and standards improvement.