Trusted Business Process Outsourcing Partner

For more than 15 years, MattsenKumar has been a pioneer in establishing and transforming contact center operations for leading organizations across the globe. Our team not only focuses on providing successful transactional output, but also offers business analytics and process improvement strategies by leveraging our Business Insights expertise.

At MK, we place prime importance on “data security” and our commitment to the same is showcased by our PCI Certification over several successive years. Our commitment to provide quality outsourcing capabilities, highly qualified and trained workforce, right data security measures in place and promise of maximum ROI forms the secret MK sauce which our clients have embraced for the past 15 years. 

 
$1,000+
 
< $25 / hr
 
1,000 - 9,999
 Founded
2010
Show all +
Woodburn, OR
headquarters
other locations
  • 34, Udyog Vihar, Phase IV
    Gurgaon 122016
    India
  • Jaipur Centre, Ashram Marg, Tonk road, B2 Bypass Junction, Near Airport
    Jaipur 302018
    India

Reviews

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Customer Phone Support for Products Firm

"I believe that its effectiveness has been reflected in the company's revenues."

Quality: 
4.5
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
4.5
The Project
 
Confidential
 
July 2016 - Ongoing
The Reviewer
 
1,001-5,000 Employees
 
Fremont, California
Director, Human Resources
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We use the services to be more in touch with our clients. It is the best way to maintain a good relationship. We have not made any changes to it recently.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We receive about 100-150 calls a day. For the company, our clients are essential, so we take care that they receive the best attention. It's 25% of the work.

What challenge were you trying to address with the service provider?

Great management of the analytical consultation of the companies and their innovative design in the service area, and because each customer is treated in a particular way depending on their work area. Aligning ourselves with such a service to meet our customer service standards is important to our operations.

SOLUTION

What was the scope of the service provider's involvement?

Answering customer calls.

Could you describe the pricing structure and how they billed you?

The price is handled by another part of the company, but I am sure that the payment is made monthly. The need they supply in our company will be around for a long time and we will continue to use their service.

How did you come to work with this service provider?

The heads of the company have direct relations with those who manage the contractors in MattsenKumar.

How would you assess the service provider for answering calls, customer service, and communication?

I am completely grateful for the work they have been doing. I believe that its effectiveness has been reflected in the company's revenues. We have not had any problems with deadlines and have solved problems with customers 90% of the time.

How much time, in hours, does this service provider save you each month?

About $25,000.

How much money does this service provider save you each month?

N/A.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

Work these past months has been flawless. They are getting better with their dealings with customers and have been able to generate a strategy to solve the problems in the calls to be more efficient and effective each time.

What are the service provider's strengths?

Its effectiveness, its capacity to reinvent itself, and its capacity to produce before any need.

How can the service provider improve?

My relationship with the company is limited, but from what I’ve seen, their work is excellent. I do not see anything that needs improvement.

How long has your company been working with this service provider?

We began using them July of 2016 and it is ongoing.

How much money do you spend annually with this service provider?

I prefer not to answer.

4.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer