In today’s highly competitive world, there in an increased focus on customer client relationship. With increasing costs both of equipment and of service personnel, there is an urgent and ever developing necessity to outsource this highly important yet arduously time consuming task. Embedded within every organisation is the deep seated and precariously positioned balance between the client and the consumer. A HRM system may serve as an aide in this operation but ultimately there is a person involved in the conversation between the customer and company. To reduce the number of errors it is a common practise to utilise and outsource this vital part of business processes to BPOs.

Many a company medium and large ones have invested in a business partners who perform many of the outsourcing tasks in the corporate world of today. They employ their business partners to produce specialised applications like IVR while retaining in-house systems and agents for customer service. When a client considers our partnership with SBS, the following are vital factors:

• Equipment costs for communications and computer systems
• Labour costs for middle men, management, including salary, benefits, and training costs.
• IT costs for the development, deployment and operation of software suites and their hardware.
• Maintenance of systems and networks

SBS provides cheap and effective solutions to manage customer client relationships. The call centres are one of the primary solutions to the woes of our clientele. The benefits, our business partners enjoy include lowered expenditure, better customer interaction and relationships and improved customer satisfaction. The key to realising these benefits is to choose the best business partner, "SBS".

With the SBS team at your side, you will reap the following advantages.

Cisco Systems IVR

SBS has a state of the art Cisco based IVR one of the best the ACD model (Cisco 8.5) which is one of the very best in the world. We are amongst the few who've successfully used this software suite to its maximum potential. It is extremely customer friendly and allows for better utilisation. IVRs are structured to meet business and user requirement. SBS prides itself on its ability to perform quarterly updates on the IVR system to increase customer user efficiency.

Why SBS IVR?

• Validation of the caller using his calling number (Registered Mobile number).
• Segregate the customers and help identify them uniquely, for better focus leading to customer delight.
• Reduced response time is produced thanks in part to the use of dynamic menu options and maintenance of personalised customer interaction history.
• Personalisation of the welcome prompt, including the default language and the skill level of call operator varies based on customer history.
• Preference is given to frequent callers, promotions are personalised based on previous exchanges and purchases. A powerful dynamic IVR is used that is based on customer history to reduce talk time and costs.

SUN Business Solutions is an encapsulation of a group of professionals capable of programming and integrating IVRs into their clientele’s systems. The team of IVR specialists at SUN business solutions are most dedicated to cause of business partners, it will we hope reduce operational costs and improve average call time at call centres.

The primary benefits of this system are imbedded in the ability, to customise the IVRs to suit the requirements of each and every application of our business partners.

Sun Business Solutions is skilled at designing, developing, implementing and evaluating for clients who require work done in customer relation management (CRM).They carry out a tried and tested method that involves training and improvement of job alacrity.

An effective CRM is one amongst many services, we offer key to the success of a project. Our CRM is strategy is one that incorporates the best practices including Business Process Analysis, preparation of the production environment and customisation depending on the client’s target niche.

Proposed CRM

• All queries will be captured in CRM; a proper workflow will be established based on the nature of the call simultaneously the number is saved and registered for future references.
• Historic information against each customer can be made available to the call operator; it is possible to achieve minimal time loss by usage of automated escalation matrices.
• Push message (E mail and SMS) to Customer after every interaction and closure of complaint
• Unique reference for every transaction or interaction with the Call centre.

Advantages of a CRM

• Accurate Analytics can be shared periodically, the analytics will aid other support department to work effectively as well through customer profiling.
• Make available Customer behaviour study to help analyse the flaws inherent in the system, automation enables the publishing of reports on call spikes instantly
• The vast quantity of data gathered by the CRM may be used to find new business opportunities.

The training of users to use the hardware to achieve the ends is one of the key features of any CRM. It is an area we specialize in. Sun Business Solutions believe that the ability and expertise of the user is paramount to the success of any project.

No project is successful without a strong, able project head. Grooming a project leader is one of the many important factors that outsourcing firms inevitably overlook.

The primary work of project lead is to handle databases for the project; it is an arduous job as it is important. An effective administrator is essential for an effective project and the grooming of the administrator to carry out his duties is a job we are very effective at.