Kantipur Management Private Limited

BACKGROUND

Please describe your company and position.

I am the Head of Customer Care of Jagdamba Motors Pvt.Ltd

Describe what your company does in a single sentence.

Its Sole Distributor of TVS 2W and 3W

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Kantipur Management Private Limited to accomplish?

• To gain access to specialized expertise
• To perform certain functions more efficiently than an in-house team & can often streamline their operations and increase productivity
• To gain services that are easily scalable, meaning that they can quickly ramp up or down their services based on the company's needs.

SOLUTION

How did you find Kantipur Management Private Limited?

• Referral

Why did you select Kantipur Management Private Limited over others?

• High ratings
• Company values aligned

What was the size of Kantipur Management Private Limited’s team?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work involves working in a customer service or sales role for a 2-wheeler and 3-Wheeler company-TVS-M, where the key responsibilities include making outbound calls to customers, addressing their complaints, preparing monthly reports, meeting call targets, and increasing sales of 2-wheelers.

• Call logs: Maintain a detailed record of all outbound calls made to customers, including the date, time, duration, and purpose of each call.
• Complaint resolution: Work with customers to address their complaints or concerns, and provide effective solutions to their problems. This could include troubleshooting technical issues, providing information about products or services, and handling billing or payment issues.
• Sales targets: Meet or exceed monthly sales targets by promoting the benefits and features of 2-wheelers, and helping customers choose the right product for their needs
• Monthly reports: Prepare and submit monthly reports to track progress against sales / service and call targets, and identify areas for improvement or optimization.
• Customer satisfaction: Ensure that customers are satisfied with the products and services provided, and maintain a positive relationship with them to encourage repeat business and referrals.

Overall, the main role is to provide excellent customer service, drive sales, and help the company achieve its business objectives.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• First Call Resolution (FCR): FCR measures the percentage of calls that are resolved on the first call without the need for follow-up or escalation. A high FCR rate indicates that call center agents are skilled at resolving issues and providing effective customer service, which is a sign of progress and success.
• Customer Satisfaction: Achieving high CSI score means that customers are happy with the service they received and are more likely to remain loyal to the company, which is a clear sign of progress and success.
• Agent Performance: Tracking individual agent performance can be another way to demonstrate progress and success such as call volume, call quality, and customer feedback can help identify areas for improvement and highlight top-performing agents, who can serve as role models for others.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Provided proper planning, executing, and controlling projects related to call center operations. It includes managing resources, timelines and budgets to ensure that call center projects are completed on time, within budget, and meet the desired objectives. They met the desired level of quality. Every work was deliver on time without fail. All expectation regarding Quantity, quality, resources, CSAT was meet on timely manner. Overall best Vendor work till date.

What was your primary form of communication with Kantipur Management Private Limited?

• In-Person Meeting

What did you find most impressive or unique about this company?

Offered a range of customizable services, advanced technology, multilingual support, scalability, and geographic coverage to provide the best possible customer support experience.

Are there any areas for improvement or something Kantipur Management Private Limited could have done differently?

N/A