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KNOWLEDGE MANAGEMENT

We work with our clients to build/access exhaustive knowledge bases and response templates. We interact with our clients periodically to get updated about relevant business issues/ decisions taken by the client to enable us to respond better to the customer. Our customer care specialists are taken through rigorous training sessions, which orient them to critical aspects of your business such as web site structure, OLTP systems, key elements of customer service policies and overall cultural orientation. We believe that all of this is vital to deliver a high quality, best in class response solution for our clients.

OPTIMUM SOLUTIONS

The process workflow is designed to cater to diverse situations. For typical queries, our extensive knowledge base enables us to access concise and accurate responses to customer queries and problems. Exceptional cases are escalated first to Sphinx Lelogix's Quality Editors and Team Leaders and subsequently to the client using a carefully designed escalation process. This process is designed to ensure a quick response time and does not allow escalation to fall through the cracks due to lack of ownership.