Customer Contact Services

Adventity is one of the premium customer contact center services provider in India and we help our clients establish benchmarks in world-class customer contact services. At Adventity, every agent / associate strives to bring exceptional experience to the client's customers. We have successfully managed complex Customer Acquisition as well as Customer Service programs, including up-selling and cross-selling to customers.

The services in our Customer Contact Center business are delivered using:

• Strong processes for recruiting, training and retaining appropriate talent to deliver quality services
• World class operations methodology supported by very strong quality processes like live agent monitoring, scoring of Customer Contact representatives on program parameters decided in conjunction with the client, barge-in and mystery calling, Customer Satisfaction Surveys and feedback loop to the operations, training and recruitment teams
• Leading integrated technology platform (Ensemble Pro and Avaya) that enable us to execute both Inbound and Outbound customer contact services on telephony, email and collaborative channels like webchat.
• A very strong management and client review process that ensures meeting and exceeding Service Levels agreed with our clients

Our Call Center team has experienced managers who have managed large call centers globally for leading Airlines & Travel, Financial Services, Credit Cards, and Mortgage companies.

Adventity has the capability of managing a host of customer contact processes for the Airline Industry and ensuring world class service delivery through its in-depth understanding of the Airline business and the critical factors to run them. Our key service offerings include:

• Bookings & Reservations support
• Inbound customer service
• Support & Helpdesk for Online bookings
• Flight enquiries & status calls
• Weather updates & care alerts

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