INDIA OUTSOURCING COMPANY

DESCRIPTION
HeroITES is one of India’s leading BPO companies which was established in 2000.

The HeroITES 24x7 contact centre facility is based in Gurgaon, near Delhi and employs in excess of 1000 staff serving clients in the UK, US and Australian outsourcing markets. Process areas covered, include front and back office customer management, data management, IT/technical help desk and finance and accounting transaction processing. The centre deploys state of the art technology with full built in redundancy to ensure total reliability in the provision of services. In addition to providing services to three of the Top 10 US credit card companies, UK's largest broadband company, The world's largest appliances company, we have also provided services to companies involved in direct marketing, directory enquiries, database provision, catalogue sales and mobile phones amongst others.

Operational Excellence
HeroITES believes strongly in maintaining the right balance between looking after our customers, our employees and developing a profitable and successful business for our stakeholders. As such, our focus is on delivering excellence in service provision by providing the highest levels of quality and attention to information security, supported with industry leading HR training and staff retention methodologies. Operational excellence is a standard we all strive to achieve and continually improve upon using Six Sigma and other quality methodologies. To complete this value offering to our clients, HeroITES offers a highly flexible and competitive commercial proposition.

Methodologies
We recognise the need for you to be completely comfortable with how we deliver our services. The methodologies used in the transition of operations ensure that we provide a smooth, secure and reliable service throughout any project transition period. Additionally, in order to ensure that we do not lose process or product knowledge as a result of staff attrition, we utilise a knowledge management system that is continually populated/updated with new and revised processes and information relevant to the service provided. Importantly, you, as the customer can maintain complete control over the service we provide. This can be achieved through access to our HeroLive tool, which provides on-line information on activities and performance

Compliance
We are extremely sensitive to the regulatory environment in which many UK based organisations operate, having operated in heavily regulated environments such as the financial services and telecoms sectors for a number of years. We are used to dealing with compliance and can proudly boast a very successful track record in adherence. Our customer management experience within industry sectors controlled by regulatory authorities provides a solid reference for our service. HeroITES is ISO 9001 and BS 7799 accredited and has a 100% success record with passing client audits and meeting the very stringent standards set by the regulatory bodies.

HeroITES Key Differentiators

- Stringent information security management.
- Speed to implementation and ability to scale up.
- Quality driven organization.
- Near-shore, on-shore and offshore delivery capabilities for US and UK based clients.
- Effective pre-process, process and ongoing training.
- Employee friendly HR practices.
- Partnership approach.

Industry Memberships
- ATA (American Teleservices Association), USA.
- NASSCOM (National Association of Software and Service Companies), India.
- DMA (Direct Marketing Association), UK.

SKILLS
Call Center

Outbound direct marketing campaign
Inbound telesales
Customer service
Phone and internet banking
Bill payments
Technical queries
Welcome calls
Telesales
Customer feedback program
Collections
Skip tracing
Email support
Customer service: pre & post order, premier queues, delivery
Inbound sales on 1-800 number, cross sell & up sell
Loyalty program complaint resolution
Activating end customer mobile phones
Billing / financial inquiries and adjustments
Equipment orders and sales/promotion queries
Inquiries on online ordering, equipment order fulfillment
Warranty/replacement programs
F& A back office services
Quality assurance services

LOCATION India - Gurgaon, Haryana EMPLOYEES 500-999 YEARS IN BUSINESS 4-6 years CONTACT INFORMATION Register or Login to view the outsourcing service provider contact information.