TRG helps you understand your customer better in order to deliver an exceptional customer experience. We transform our contact center operations to increase customer loyalty, retention, and satisfaction. We realize the value of key metrics like customer satisfaction , first call resolution, cost per hour and upsell/cross sell opportunities and the impact they can have on your business's success. Our expertise in customer-facing functions helps you achieve these business objectives in a cost-effective manner.

TRG’s proprietary Contact Center Management Suite (CCMS) is highly scalable and reliable with a range of options for customization.

Inbound Customer Support Solution

ACD provides comprehensive call routing capabilities for inbound calls. Calls are fist handled by the customized Interactive Voice Response (IVR) system which guides the caller according to their query. With the help of advanced IVR scripting, the system can resolve queries with direct interaction database. Meanwhile, the Automatic Call Distribution (ACD) feature automatically routes the call to the appropriate CSR based on the caller's needs.

Your customer service objective is to improve first call resolution, shorten average call times, increase customer satisfaction, and reduce operational costs. TRG’s inbound call routing technology allows high service levels by improving call management efficiency. The solution can:

• Run multiple queues without any limit
• Resolve calls more quickly with the help of IVR
• Situation specific routing (Time of the Day, Specific Event, Holidays etc)
• Pre-process calls before transferring them to a live CSR, reducing the need for additional CSRs to handle calls
• Call distribution based on strategies such as Random, Least Busy, Longest Waiting etc.
• Listen-in on any CSR call without detection
• Whisper mode for CSRs so that only the CSR can hear the supervisor’s instructions
• Supervisor can join in on calls at any time
• Call recording for all queues or selected queues
• Auto popup based on Caller ID
• Customer announcements played to all/selected callers with marketing messages in opening hours
• Allows call transfer to any number
• Real time CSRs monitoring
• Real time queue monitoring
• Real time calls processing based on wait time, call duration indicators
• Extensive and consistent reporting
• Reports can be exported to different formats (Excel, CSV).
• Remote access to real-time monitoring and reports
• Customized reporting on your request 

Interactive Voice Recording (IVR) System

VoIP based technology and Automatic Call Distribution (ACD) brings interactive voice response for quick and speedy responses, without having to wait for a live human interaction.

Our IVR solution allows us to effectively service and track calls received from customers, providing instant resolution for customer care issues

Web Chat

TRG has the necessary expertise and technical support to interface with the demanding needs of online customers. Customers on the web want live help from you when they have technical queries. TRG’s text-based chat gives your customers instant access to answers of frequently asked questions, technical assistance for trouble-shooting, and information they require. Our CSR team, armed with Web Chat, can deliver the real time customer satisfaction your clients require while shortening your online sales and/or customer care cycle. Benefits of this real-time text-based customer care include:

• Instant resolution to customers inquires, increasing customer satisfaction levels and loyalty
• CSRs can personalize the customer service experience on an individual basis

E-mail Management System

TRG's E-mail Management System (EMS) allows CSRs to address customer e-mail inquiries with a personalized response. Integrated natural language processing also provides the options of auto-reply and suggested-reply. An e-mail to a specific email address can be put in queue on EMS and becomes available to the CSR to lock the request. All responses and transactional details are stored in the database for Quality Assurance, which can also be used to monitor any conversation.

Website ‘Call me Back’

Online customer service and e-customer inquiries are becoming more complex and demanding. Increasingly, e-customers require interactivity beyond traditional services, such as telephone, and e-mail. Customers visiting your company’s customer care website can request a phone call from a CSR through the use of a ‘Call Me Back’ button on the webpage. Information such as customer name, time, and phone number are captured, and TRG’s CCMS will link the CSR queue with the customer at the specified time. This helps in driving brand loyalty by personalizing the customer service experience.