Our services offer state of the art solutions focusing on customer-centric approaches. We always strive to provide quality service to our clients to ensure WOW customer experience. With this ideology to over achieve high expectations have resulted in high customer retention and in building positive relationships. We do this through the following methods:

  • Customer Acquisition
  • Customer Service Delivery
  • Customer Account Maintenance
  • Market Research

Customer Acquisition.

At Sovereign , we have been working leading organizations to add teeth to their customer acquisition activities. We help your customers make an informed purchase and help solve their challenges in purchasing a desired product /service. We help you generate more revenue by ensuring that all your customers get the best purchase experience.

Our Services include :

Marketing Support

  1. Tele marketing and Online sales
  2. Promotions and upsell/cross selling

Product Sales

  1. Outbound call and sales
  2. Promotions and scheme based sales

New Customer Onboarding

  1. New account sign up
  2. Customer registrations
  3. Welcome and onboarding calls.

Customer Service Delivery

Sovereign ensures seamless service delivery to your customers by helping them get a better experience by handling billing info, issues, complaints and more.

Billing

  • Billing discrepancies
  • Payment reminders
  • Payment and Billing disputes and clarifications
  • Soft collection calls to customers
  • Payment collection
  • Payment processing- Credit cards/Debit cards/ Cheques/Online

Complaint Management

  • Handling irate customers and offering suitable solutions and retaining them
  • Cancellation Management
  • Dealing with Customer cancellations and related documentation and transactions in customer account.
  • Exit Management documentation and confirmation calls.

Issue Management

  • Payment and dispute management
  • Escalation desk and management
  • Inhouse Knowledge management and digitization tools to reduce transaction
  • Web enabled escalation management for faster turn around and customer resolution.

Customer Account Maintenance

Keeping your existing customers happy and ensuring that their relationship with your company is hassle free and pleasant is a critical component to measure engagement and ensure retention of customers.

Sovereign has experience in working leading players in the industry and thus brings Industry leading best practices to all our processes.

Our Services Include

  1. Outbound Welcome Calls and Request.
  2. Mail Management – customer transaction management

Making sure your company has the best relationship with its customers, by getting feedback and handling grievances.

  1. Value added services
    1. Promotion Value added services to increase revenues – to new and tenured customers.
    2. Booking Receipt confirmation (BRC) to prevent fraud on orders.
    3. Feature explanation and customer education programme.
  1. Grievance management
    1. Manage grievances of customers by offering prompt customized solution to rectify the errors.
    2. Tracking of complaints online and prompt resolution by a Special Situation Handle Team (SSHT) Customer centricity.
    3. Save repeat calls by tracking them on real time basis and resolving the issues promptly post feedback actions.

Track inbound feedback given by the customer and work on it to minimize the reoccurrence of the same.

Market Research

Sovereign has engaged in conducting surveys for our customers to measure customer pulse on different factors.

  1. Outbound customer surveys
    1. Periodic customer feedback obtained to track the performances and failures and work on the shortcomings, if any.
    2. Random customer surveys to evaluate the popularity of the telecom company and its service providers across location.
  1. Inbound survey registration and feedback collation
    1. Transactional feedback collation
    2. Customer interest collation
    3. Advocacy surveys.
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