Client Testimonials

We're ready to answer your calls!!

By getting together operational excellence and deep industrial and functional knowledge to critical business processes, our Clients always get more value than anywhere else. We provide high-quality execution of Client customer care processes, monitor these against multiple performance metrics, and seek to improve them on an ongoing basis.

Navigant offers end-to-end outsourcing solutions. Our customizable offerings are aligned as per different markets and special needs.

To ensure accurate process monitoring and optimum service delivery, Navigant has deployed the latest call centre technology which enables advanced call routing; generate reports such as ACD (Automatic Call Distribution), ACW (After Call Work), Agent Performance Analytics, AHT (Average Handling Time) and several other features.

Navigant provides integrated customer service solutions through our tried and tested industry best practices.

We help our Clients from diverse industries address customer service across various delivery channels such as:

Pre/Post Sales Customer Support

• Adding customers to your sales basket and further retaining them is not an easy task.
  
  
• Navigant can staff well trained and experienced staff to ensure that your prospects not only get the right information when they call your Company's toll free number but also are well-informed about the benefits of choosing you over your competitors.
  
  
• Once a "Prospect" becomes a "Customer" we staff Customer Service Agents with the right kind of soft skills, customer service etiquettes and call handling techniques, armored with suitable access to customer information, to make your Customers' interaction a delight every time they call you and a reason to stay with you forever.

Order Entry on incoming calls and Order Tracking

• It is very important to tap every business opportunity that comes knocking at your doorstep.
  
  
• Our qualified Trainers ensure that the call answering staff is suitably trained to greet the customer to a Professional Company and register Customers' orders on the Order Tracking System. Callers wanting to book an order are identified uniquely and placed on a separate call queue by our EPBX system to be answered as quickly as possible. In case of extreme high call flows leading to calls being abandoned, we can customize an IVR asking the caller to leave a call back number and a brief message for someone from the sale team to return his/her call within the next 3 hours.
  
  
• Tracking the delivery of Customer orders with logistics can be a nightmare at times!!
  
  
• Navigant can staff suitably qualified personnel to coordinate with several departments and ensure that your Customers receive their orders as per your commitments. We also answer incoming calls from Customers enquiring about the same in case of delays and assure them that their order is being tracked personally by a professional and will reach them very soon.

Customer Retention

• Companies are always trying new means to attract Customers from competitors. This leaves many worried by thinking if they are even able to recover the cost of acquiring each Customer.
  
  
• How can this "preying" be stopped?? The answer is simple.. If you provide your Customers with poor after sales service, they will leave you. If you provide them with an average experience, they are open to being attracted to leave you. But if you provide them with a great experience, your competitors will be unable to bear the cost of acquiring them from you.. and this is what you would want.
  
  
• Navigant helps you motivate and convince customers, whom otherwise want to cancel a product or service, to continue using it. This is accomplished by employing well-trained agents, customized scripted objection handlers and rebuttals, cross-selling and down-selling and extensive quality assurance and monitoring.

Refund Processing

• Navigant can answer incoming calls of your customers calling in for a refund.
  
  
• These calls are generally from irate customers and have to be dealt with a sense of maturity as the customer can sometimes be very compelling and demand a disproportionate refund wherein the customer service agent has to explain logically what the refund value is going to be and process the same accordingly as per pre-defined policies.

Out-Of-Hours Support

• If you are looking for a call centre to answer your incoming calls only during non-business hours, Navigant can do that for you.
  
  
• Generally, the cost of hiring in-house staff during off-days and non-business hours is very high. You can outsource this responsibility to us and be rest assured that neither will we charge you a fortune and also allow your Customers to feel that they are doing business with a truly global Organization, caring for its Customers round the clock.

Travel / Ticketing Management

• Navigant provides a cost effective and scalable solution for outsourcing the Travel Help Desk function by leveraging our service centers. The Travel Help Desk group provides total support solutions for Time Share; Portal based Travel agencies, Travel houses. The support provided is comprehensive and encompasses popular desktop applications that run the Travel office environment.