Nirvana BPO India Offshore Outsourcing Services - Response Handling

Response Handling Solutions

Accordion
Nirvana’s Response Handling Solutions for Your Direct Mail, Advertising Campaigns, Event Specific Literature Requests, Product Launch Related Calls And Any One-off Direct Marketing Campaigns.

Why Accordion
You would be running occasional direct marketing campaigns which are clearly beyond the handling capacity of in-house resources and infrastructure. The response handling period and staff requirement is unclear and would require substantial scaling up and ramp down capabilities. Response requirement would involve telephone and e-mail interaction. You have an in-house fulfillment team or have a service provider for fulfillment related processes. You have a very limited means or prior experience to predict the scale of response; in essence you need someone who can take out resourcing related risk.

Accordion - Nirvana’s solution for response management
Nirvana provides a pay-as-you-go response management service which takes the guess work out of team size and rostering. One cannot overstate the relative importance of agility in response. Nirvana’s risk sharing model is the best way to make you budget go a long way, and crucially to avoid under staffing the response effort.

Nirvana’s service includes:

Services of an experienced campaign manager with the remit to leverage Nirvana’s capabilities optimally; actively work with the client to develop the response handling plan
Setting up toll-free numbers and Telecom infrastructure
Developing the call flow based on client’s process needs
IVRs, Call Queue Management
Call routing (where appropriate) to skill groups
Rapidly deployed large team training for ‘field and screen’ processes.
Voice mail handling
E-mail response to agreed turn around goals
Web based activity reporting based on system generated information. Transparency of the highest order into operating metrics (Client and Nirvana’s team see the same set of activity reports)
Recording of all interactions

All this rolled into a per-interaction based engagement pricing model with no minimum commitments on volume.

For B2B campaigns Nirvana also provides the capability to deploy a high quality out-bound calling campaign to follow your mail out to move prospects towards active engagement.

Key benefits of using Nirvana’s direct marketing response management services

Nirvana provides an accordion like capability to expand and shrink the response team sizes to match campaign needs as they unfold (not as written into contracts). Clearly, the need is for an ‘agile’ response to changing needs in the short window after the campaign commences.

Nirvana brings a unique ability to rapidly mobilize, train and deploy the ‘field and screen’ response capability which can reinforce successful campaign strategies and investments
The team comprises of staff trained for the needs of customer acquisition process in outbound and in-bound contexts
Our technology platform is designed to provide clients with a degree of visibility that makes even first timers feel comfortable with an outsourced service
All our interactions are recorded and easy to reference for handovers to sales teams. The recording capability is also used by our assurance process to ensure accurate data capture and effective call handling
A single point contact in the form of an engagement manager empowered to respond decisively and effectively to changing campaign and customer needs

Nirvana is in a unique position to ensure a large enough pool of staff will be available. The key to Nirvana’s unique ability to staff these teams is the mix of services that Nirvana provides clients and the geographies that it addresses.

Many of Nirvana’s programs are free of deployment commitments (guaranteed seat-hours, operating time windows) which would otherwise hamper rapid redeployment needed to meet the rush of response. Examples of these services include long running outbound campaigns, market research projects, database improvement using telephone based research, etc.

This unique staffing flexibility that Nirvana enjoys coupled with our investment in quality inbound voice infrastructure, makes Nirvana an ideal partner to meet your voice and e-mail based campaign response needs.