Introduction
Greetings, readers! In today’s fast-paced business environment, customer support is of utmost importance for companies. With the rise in the need for outsourced customer support, many companies are turning towards call centers for their customer service needs. One of the most well-known call centers in the industry is IBM Daksh. Through this article, we will explore the various aspects of IBM Daksh Call Center, including its history, services, infrastructure, and more. So buckle up and get ready to dive into the world of IBM Daksh!
The History of IBM Daksh
IBM Daksh was founded in 2000 by a group of entrepreneurs, led by Dhruv Shringi, Manish Amin, and Sabina Kamal, in Gurgaon, India. Initially, the company offered back-office and financial services to companies in the Asia-Pacific region. In 2004, IBM acquired Daksh eServices, and it became IBM Daksh Business Process Services Pvt Ltd. Since then, IBM Daksh has expanded its services to include customer support for a range of industries, such as telecom, healthcare, finance, and more.
Services Offered by IBM Daksh
IBM Daksh provides a range of customer support services, including:
| Service | Description |
|---|---|
| Inbound Customer Service | Handling customer queries and concerns through phone, email, and chat channels. |
| Outbound Customer Service | Making proactive calls to customers for marketing and sales purposes. |
| Technical Support | Providing technical assistance to customers through phone, email, and chat channels. |
| Back-Office Support | Handling data entry, processing, and other administrative tasks for clients. |
Infrastructure of IBM Daksh Call Center
IBM Daksh has state-of-the-art infrastructure to support its customer support operations. The company has multiple call centers across different regions, including India, the Philippines, and Latin America. The call centers are equipped with the latest technology, such as predictive dialers, IVR systems, and customer relationship management (CRM) software. IBM Daksh also has a workforce management team that ensures optimal utilization of resources and efficient service delivery.
IBM Daksh’s Approach to Quality Assurance
Quality assurance is a critical aspect of IBM Daksh’s operations. The company has a dedicated quality assurance team that monitors and evaluates customer interactions to ensure that they meet the desired standards. IBM Daksh also conducts regular training sessions for its support staff to improve their communication and problem-solving skills. The company uses various metrics, such as average handle time, first call resolution rate, and customer satisfaction score, to measure the performance of its support operations.
IBM Daksh’s Global Presence
IBM Daksh has a global presence, with operations spanning across different regions. The company serves clients from different industries, including telecom, healthcare, finance, and more. Some of the notable clients of IBM Daksh include Verizon, Vodafone, Aetna, and American Express. IBM Daksh also has strategic partnerships with other companies, such as Infosys and Wipro, to expand its service offerings.
IBM Daksh’s Contribution to the Indian IT Industry
IBM Daksh has played a significant role in the growth of the Indian IT industry. The company was one of the pioneers in outsourcing back-office and financial services to India. This helped India emerge as a leading destination for outsourcing, and many other companies followed suit. IBM Daksh also played a crucial role in creating jobs and boosting the economy of India. Today, IBM Daksh is one of the largest employers in the Indian IT industry, with a workforce of over 30,000 employees.
Frequently Asked Questions
1. What is IBM Daksh?
IBM Daksh is a call center that provides customer support services to companies across different industries. It was founded in 2000 and acquired by IBM in 2004.
2. What services does IBM Daksh offer?
IBM Daksh offers inbound and outbound customer service, technical support, and back-office support to its clients.
3. Where are IBM Daksh’s call centers located?
IBM Daksh has call centers across different regions, including India, the Philippines, and Latin America.
4. What is the infrastructure of IBM Daksh’s call centers?
IBM Daksh’s call centers are equipped with the latest technology, such as predictive dialers, IVR systems, and customer relationship management (CRM) software.
5. How does IBM Daksh ensure quality assurance?
IBM Daksh has a dedicated quality assurance team that monitors and evaluates customer interactions to ensure that they meet the desired standards. The company also conducts regular training sessions for its support staff to improve their communication and problem-solving skills.
6. Who are IBM Daksh’s clients?
IBM Daksh serves clients from different industries, including telecom, healthcare, finance, and more. Some of the notable clients of IBM Daksh include Verizon, Vodafone, Aetna, and American Express.
7. What is IBM Daksh’s contribution to the Indian IT industry?
IBM Daksh played a significant role in the growth of the Indian IT industry by outsourcing back-office and financial services to India. The company also created jobs and boosted the economy of India.
8. How can I contact IBM Daksh?
You can contact IBM Daksh through their website or by calling their customer support number.
9. Does IBM Daksh offer multilingual support?
Yes, IBM Daksh offers multilingual support to its clients.
10. What is the average handle time of IBM Daksh’s support operations?
The average handle time of IBM Daksh’s support operations varies depending on the client’s requirements and the complexity of the issue. However, the company strives to minimize the handle time and provide efficient service to its customers.
11. What is the first call resolution rate of IBM Daksh?
The first call resolution rate of IBM Daksh varies depending on the client’s requirements and the complexity of the issue. However, the company aims to resolve customer queries and concerns in the first interaction itself.
12. How does IBM Daksh measure customer satisfaction?
IBM Daksh uses various metrics, such as customer feedback surveys and Net Promoter Score (NPS), to measure customer satisfaction.
13. Does IBM Daksh use automation in its support operations?
Yes, IBM Daksh uses automation tools, such as chatbots and speech recognition software, to improve the efficiency of its support operations.
Conclusion
In conclusion, IBM Daksh is a leading call center that provides a range of customer support services to companies across different industries. The company has state-of-the-art infrastructure, a dedicated quality assurance team, and a global presence. IBM Daksh’s contribution to the Indian IT industry and the economy of India is significant. As customers, we often interact with call center representatives, and the quality of customer support can make or break our experience with a company. Therefore, it is vital for companies to partner with a reliable and efficient call center like IBM Daksh to ensure customer satisfaction. We hope this article has provided you with a comprehensive understanding of IBM Daksh and its services. If you have any further questions, do not hesitate to contact IBM Daksh’s customer support.
Disclaimer
This article has been created for informational purposes only. The information provided in this article is accurate to the best of our knowledge. However, we do not guarantee the accuracy or completeness of the information provided in this article, and we are not responsible for any errors or omissions. The reader must use their discretion before making any decisions based on the information provided in this article. We do not endorse a
ny products or services mentioned in this article.