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| Inbound voice services provided across various verticals include: |
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Tele Sales and Order Booking |
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Cross Sell and Up Sell |
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Customer Support |
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Helpdesk services |
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Query Handling services |
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Technical support |
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Collections |
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Email & Chat support |
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| Key parameters tracked and benchmarked against SLAs: |
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Conversion Ratio (for Inbound Sales) |
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Average Speed of Answer |
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Average Handling Time (includes Talk time and Wrap-up time) |
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Abandon Rate |
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First Time Resolution (Tech support) |
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