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 achieved 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

The Key Challenges

Our Partners

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)
  • Process re-engineering
  • Digital channel and social media
  • Universal agent strategy
  • Self-help – IVR, VIVR, Chatbots

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
  • Churn/retention management
  • Fraud management
  • Billing management
  • Campaign management