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Retail & CPG

Transforming Retail Businesses
and Delivering Excellence

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In times when retailers are looking at innovative ways to reduce their SG&A (Selling, General, and Administrative) costs, we have helped leading retailers achieve:

$1.78

Million through cross-sell

$4.11

Million annual cost reduction through 23% reduction in workload

8.2%

increase in CSAT scores based on call efficiency

18%

sales conversion performance

$1.78

Million through cross-sell

$4.11

Million annual cost reduction through 23% reduction in workload

8.2%

increase in CSATscores based on callefficiency

18%

sales conversion performance

The key challenges in Retail

retail-Foothold-in-Market

Our Partners

Second-largest big-box retailer in the US

A leading parent company with 13 dynamic, eCommerce retail brands in the US

A multinational electronic commerce company in the US

A leading Canadian apparel retail business group

A leading department store chain in the US

A leading chain of retail home improvement and appliance stores in the US

A leading British multinational grocery and general merchandise retailer

A leading electronic commerce company in India

Our Partners

Second-largest big-box retailer in the US

A leading parent company with 13 dynamic, eCommerce retail brands in the US

A multinational electronic commerce company in the US

A leading Canadian apparel retail business group

A leading department store chain in the US

A leading chain of retail home improvement and appliance stores in the US

A leading British multinational grocery and general merchandise retailer

A leading electronic commerce company in India

THE TechM BPS EDGE

We are transforming Contact Center operations for Retailers across the globe for over 15 years and handlled over 100 million end customers through:

Demand reduction – reduce contacts and workload by

Robotic process automation (RPA)

Universal agent strategy

Process re-engineering

Self-help – IVR, VIVR, Chatbots

Digital channel and social media

Cost for quality approach

Scalable global support model

Skin-in-game approach with service commitments

Continuous improvement in customer experience

Enhance Quality, Training, WFM/Reporting and Analytics to plan and deliver value to customers

Sales – Transition from a cost center to revenue center

Feedback management

Billing management

Churn/retention management

Campaign management

Fraud management

Get in touch
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