Tailored Outsourcing Solutions & Global Standards
Our multi-lingual agents work on your CSAT and NPS to boost customer retention and advocacy.
Contact Center Operations
Our agents are well-equipped to manage a wide range of customer interactions and are committed to delivering professional and personalized support at every step.
Our call centre offerings encompass
- Inbound and outbound customer service
- Technical Helpdesk Support
- Sales and Telemarketing
- Order processing and billing
- Chat support and correspondence
Call Centre Services | Inbound
Product, Billing, and Technical Support
Our inbound agents handle a wide range of customer queries from password resets and account updates to complaints and correspondence.
We support
- Advanced technical troubleshooting
- Service provisioning
- Billing inquiries & manual payments
- Order processing through phone-based platforms
Upgrade and Renewal Inquiries
For subscription-based businesses (e.g., SaaS, loyalty programs, airlines), we manage
- Plan upgrades/downgrades
- Booking and redemption support
- Accruals, missing miles, and passenger retention
Appointment Setting | Targeted Cold Calling | Lead Generation
We support sales teams by
- Generating and qualifying leads
- Booking and confirming appointments
- Cold outreach for market discovery
Telesales | Lead Qualification
Our agents pursue qualified leads, helping increase conversions and generate measurable revenue.
Unlike general telemarketing, telesales focuses specifically on closing deals.
Market Research
We conduct outbound research calls to gain insights into
- Customer pain points
- Current competitor solutions
- Opportunities for messaging and product refinement
Customer Loyalty Management
With over a decade of combined experience as a trusted BPM service provider, Call Connect helps organizations build and manage powerful customer retention and loyalty initiatives across multiple industries.
Our Loyalty Management Services Include
- Enrolments
We manage a wide range of global loyalty enrollment forms and seamlessly register customers into web-based client systems. - Points Accrual
Our team supports loyalty program members and executes a revenue-based points accrual model with precision and accuracy. - Redemption
We provide a personalized experience for customers, allowing them to make reservations or purchases using their accumulated points. Our mobile application displays partner stores, location maps, and exclusive offers. - Fulfillment
From assembling starter kits for each membership tier to managing inventory and tracking shipments, we handle end-to-end fulfillment efficiently.
Helpdesk Services | IT Support | Billing
At Call Connect, we provide end-to-end, multilingual helpdesk services to ensure a smooth and responsive experience for global organizations.
Technical Support Center
24/7 support for IT applications and software systems, ensuring your operations continue uninterrupted.
We handle all 1st line support including
- Troubleshooting
- System configurations
- Billing & payments
- Credit notes and escalations
Baggage Assistance Center
Provides real-time updates for airline staff on lost or delayed luggage, covering both primary and secondary tracking.
1st Line Support (Geek Squad)
A dedicated team for all your first-level tech issues, billing, troubleshooting, configurations, escalations, and more.
Insurance Claims, Verifications & Refund Management
We assist with claim processing, verification, and managing the refund lifecycle, ensuring timely and accurate resolutions.
Billing Support
Comprehensive billing assistance, including:
- Explaining charges
- Pro-rata calculations
- Reprovisioning services (disconnections & reconnections)
- Card payments, wallet recharges, and credit transfers
Robust IT Infrastructure Support
We offer expert IT support for organizations of all sizes, covering
- Network management
- Cybersecurity solutions
- Data backup & recovery
- Technical consulting
Insurance Claims and Verifications & Refunds Management
We specialize in optimizing the insurance verification process for companies by speeding up coverage confirmation for employees, customers, and vendors.
Our Insurance Verification Services Include
- Confirming insurance coverage for employees
- Confirming insurance coverage for clients
- Confirming insurance coverage for vendors
- Maintaining precise insurance records
- Approving and rejecting claims
Debt Collection & Restructuring
Debt recovery doesn’t have to compromise relationships. At Call Connect, we focus on a professional, empathetic approach to collections, ensuring your brand integrity remains intact.
This approach fosters constructive dialogue, communicates urgency without hostility, and maintains client goodwill. Regular follow-ups e.g., after 7 days, then 14, demonstrate attentiveness while giving the debtor space to respond.
What We Do
- Handle follow-ups at strategic intervals
- Negotiate repayment plans when necessary
- Preserve professional tone and brand reputation
- Support restructuring and resolution strategies
Cybersecurity Strategies
We implement a zero-trust framework that ensures secure remote access, enforces strong data encryption, enhances endpoint protection, and maintains continuous surveillance, all while strictly complying with global regulatory standards.
Our infrastructure is aligned with ISO 27001 and ISO 27002 international cybersecurity standards, safeguarding the integrity of our systems and the data we manage.
Key Cybersecurity Measures We Employ
- Debt Collection & Restructuring with built-in data protection protocols
- Employee Cyber Awareness Training to reinforce security fundamentals
- Safeguarding Devices & Networks from cyber threats using advanced tools
- Firewall Protection & Data Backups to ensure business continuity
- Controlled Physical Access and regulated account management for all users
- Data Access Controls using strong passwords and multi-factor authentication
- Threat Detection & Incident Response to act swiftly against breaches
- User Behavior Analytics (UBA) to identify anomalies and compromised credentials
- Corporate Data Protection Programs to pinpoint and secure critical assets
Corporate Training | Skill Set | Product Knowledge
Our training programs are designed not only to educate, but to transform agents into confident, capable, and customer-focused professionals.
Design Customized Training Programs
A one-size-fits-all approach doesn’t work in modern BPO environments. We develop personalized training programs tailored to each agent’s specific skillset, learning style, and areas for growth.
This Approach Enables
- Targeted skill development
- Personalized coaching for success
- Maximum training outcomes through tailored modules
- Conduct Role-Playing Activities
- Offer Engaging Learning Platforms
We Replace Outdated Lectures with Dynamic Digital Tools
- Self-paced online modules
- Gamified learning experiences
- Virtual reality (VR) simulations
- Real-time feedback mechanisms
What Sets Us Apart
Multilingual Expertise
Communicate globally with native fluency.
Flexible & Scalable
From 5 to 500 seats - scale as you grow.
Proven Performance
Measurable outcomes in CSAT, NPS, and conversions.
Secure & Compliant
Your data, protected with top-tier cybersecurity.
