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Intelenet Global Services Pvt Ltd - Service Provider of banking, financial & insurance services, travel, transportation & hospitality services & healthcare services in Mumbai, Maharashtra.
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Banking, Financial & Insurance Services
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Serco Global Services’s Banking, Finance and Insurance services are designed to cater to our customers specifically. We have deployed our industry experience, market understanding, & customer behavior analysis in this segment to support clients with services that enrich their brand equity amongst their customers.
Ensuring personalised service…
We partner with our clients to support their Banking, Financial and Insurance BPO Operations, by imbibing their values into all our service functions. We develop relationships with customers by delivering services inline with the client principles.

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Travel, Transportation & Hospitality Services
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Serco Global Services’s services in this segment are spread across our global delivery network to support end-customers in culturally aligned environments to engage them more satisfactorily.
Reaching global customers
We partner with our clients to deploy service delivery across countries to support their need for linguistic and cost-productive BPO operations.

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Healthcare Services
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Healthcare Services

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Serco Global Services ‘s Healthcare Practice and Operations Leader rigorously study, assess, design and implement innovative process mechanisms that take advantage of the various industry regulations and policies to deliver rewarding operations for our clients.
Our services are designed and implemented in line with HIPAA, ISO and ICD standards. We also extend our services to support clients with trainings, implementation/up-gradations and audits for ensuring compliance to these standards.
Aligned to Regulatory changes
Our Healthcare Solutions in this segment help clients navigate regulatory changes, benchmark their operations with peers, increase revenue, improve reimbursements, reduce dollar leakage and tame broken processes while driving compliances across all functions to lower costs and turn around times.

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Telecommunication Services
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Serco Global Services has built capability in the Telecom segment by continually studying the industry and customer behaviors to design services that are in-sync with the market needs.
Retaining and increasing customer numbers
We identify and analyze the target segments, assess the customer base, map customer to product/service and design strategies to capture and retain market shares though customer lifecycle services in a multilingual environment.
Along with this, Serco Global Services supports our clients with customer outreach programs that are aimed at up-selling/cross-selling to current customers and reacquiring past customers

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Retail Services
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Retail Services

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Serco Global Services proactively analyzes the customer buying behavior within the Retail Segment to identify avenues for increasing customer delight in-turn increasing brand loyalty.
Supporting shopping experience across channels
Our services spans CPG, Retain Chains, Departmental Stores, Online Shopping, & Catalog Shopping segments, where we inculcate client values across voice, email, chat, and social media channels, to ensure customers receive the same level of service irrespective of their shopping method.

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Manufacturing & Logistics Services
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Serco Global Services supports the Manufacturing segment with product lifecycle services that are consistently assessed and improvised to deliver higher performance and cost returns to clients.
Supporting product delivery lifecycle
Serco Global Services supports our Manufacturing clients with services aligned to both their vendors and customers. Our services spans Sales & Delivery Management, Recovery Management, After Sales & Helpdesk support and Back-office services ( Vendor management, Finance & Accounting, Inventory management etc).

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Utilities Services
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Utilities Services

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Serco Global Services believes in sharing delivery responsibility with our Utility Clients, with 24*7 operations with skilled and empathic workforces, who do their bit in seeing the customer is taken care of in the assigned timeframe.
Higher Customer Responsiveness
We know this segment needs to be fully staffed at all times to address all forecasted and adhoc situations, and so we always have in place a team of buffer resources trained on processes to ensure service delivery within timelines.

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Government Services
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Government Services

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Serco Global Services has been supporting the Government agencies across countries with BPO Services aimed at streamlining processes, expanding service scale, and increasing productivity in an informed and efficient environment.
Mass Outreach
We know that Government agencies need the support of informed and scalable resource pools to manage the large citizen base with various service requests, complaints and citizen information processes in an efficient and timely manner. Serco Global Services supports this segment with our experienced people model, expanding delivery network and domain expertise to manage citizens requests across nations.

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Contact Center Solution
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Contact Center Solution

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Although industry behaviors differ , basic customer requirements for contact center services still remain the same; These include Informative & Pleasant Interactions, Responsiveness, Helpfulness, Timeliness, and Resolutions etc.
Serco Global Services factors in these base requirements into all our contact center processes by deploying customer-focused operations to drive customer satisfaction metrics across every process.

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Back-Office Services
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Back-Office Services

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In delivering any service, back-office processing amounts for a large percentage of the workload, requiring skilled resources, efficient systems and benchmarked delivery frameworks, which tend to tie-up client resources.
Serco Global Services works with our client to jointly manage back-office service delivery against benchmarked standards.
Delivery Partnership…
Serco Global Services supports our clients with productive operational environments which leverage our skilled Workforce group and Center of Excellences for managing various back-office functions.

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Finance & Accounting Services
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Serco Global Services has been managing and re-engineering F&A services for clients across industries for years, building domain expertise and a highly skilled workforce to deliver transformational change and help CFO’s achieve best in class practices and performance.
Finance & Accounting functions need to be well administered to ensure vendor networks proliferate, and service commitment is maintained. Serco Global Services supports this function by leveraging our people, processes and tools to ensure productive and cost effective resource utilization.
Skill deployment…
Serco Global Services has been managing F&A services for clients across industries with dedicated teams of highly skilled resources, efficient systems, and streamlined workflows to support the client efficiently.

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Knowledge Services
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Knowledge Services

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There is constant need for knowledge processing in every industry where data needs to be researched, organized, processed, analyzed, and presented to provide insights to support business objectives.
Serco Global Services delivers knowledge services and solutions to help bridge skill gaps and give new inertia to the client business. Our dedicated teams work with the client to understand their business need, the research criteria, report type and business reasoning, which engage our domain expertise, industry knowledge and analytics & reporting framework to support the client with their knowledge processing needs.
Bid Support…
Our dedicated team understands the client requirements and develops research materials on competitive insights, customer profiles, competitor profiles, market analysis, contract analysis, and Bid Models to support the client across their bidding processes. We further support the client with process, knowledge, and design solutions to give an added advantage to all their pre and post bid workflows in-turn enhancing their delivery results.

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Consulting Services
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Consulting Services

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We believe in designing fundamentally strong organizational frameworks that imbibe Six Sigma, Lean and COPC, and industry accredited methodologies, enabling our clients to deliver capabilities that are on par, if not exceeding industry benchmarks.
Assessing & Enhancing processes…
Serco Global Services partners with our clients to conducts preliminary analysis to map current workflows, identify problem areas, analyze root causes, and design work-around and/or trans formative solutions that will drive operational efficiency and productivity.
We leverage our domain and process expertise in supporting our clients with Strategic Advisory, Automation/Shared Service Advisory, Operations Optimization, and Outsourcing Advisory services that would enhance their throughput.

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Information Services

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Service innovations for a fast-moving world

Information Services is a growing area in which Serco BPO has been an innovator and leader. These services originated with traditional directory assistance or directory enquiry services (sometimes referred to as DA/DQ). But with the growth in mobile usage and increasing demand for information while on the go, a host of additional applications have arisen.

Information Services:

  • Are short, structured transactions or conversations
  • Usually require local or specialized knowledge
  • Ideal for mobile users on the go

Examples include:

  • Train schedules
  • Bus schedules
  • Locations of nearby businesses or amenities
  • Cinema, theatre and other entertainment listings

We’ve all grown used to quickly finding answers and information through web-based search engines on our desktop computers. Information Services provides this kind of local, accurate and timely content to consumers thousands of times a day.

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Serco BPO’s Helpdesk Services gives you a competitive edge

Our Helpdesk Services gives you the freedom & flexibility to conduct your business 24 hours a day, seven days a week with peace of mind knowing that your customers are in good hands. Our years of experience in hiring, training and managing the best representatives in the business mean that we have the technical, professional and people skills that delight our clients’ customers. We speak the language of your business.

Experience

We have experience providing information on:

  • Products and services purchased
  • Account details and maintenance
  • Travel services
  • Service changes
  • Complex troubleshooting and more
  • Customer Service
  • Technical Support
  • Reservation Helpdesk
  • Complaint Helpdesk
  • Order Taking

We also provide inbound and loyalty sales programmes, including cross-sell and up-sell services, that generate tens of millions of dollars in new business for our clients We have considerable domain knowledge in running these processes across a range of industry verticals.

Innovation

To help meet increasing customer demand and for ways to communicate with businesses other than via traditional telephone, we offer a comprehensive range of options for its clients to deploy as needed, which includes

  • web-based services
  • email
  • Instant Messaging (IM)
  • and of course voice

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Outbound Services

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Outbound services for long-term customer benefit

A trained team of our agents perform high volume outbound calling that can increase your sales representatives’ productivity, turn your customer/prospect database into a powerful marketing tool and make a significant impact on your bottom line.

Here are some of the services we provide our clients

  • Promotional selling - Up-selling / Cross selling
  • Welcome calls
  • Payment confirmation
  • Product awareness campaigns
  • Customer surveys
  • Customer updates
  • Lead qualification
  • Competition calling
  • Address verification
  • Customer retention -
  • Complaint resolution status
  • Lead generation
  • Market research
  • Customer services audit

 

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World Class technical support with world-beating value

We are skilled at providing high quality technical support to consumers, businesses and corporate staff. Our experience has helped us develop a series of custom training, software systems, staffing methods and quality control mechanisms for provision of world-class, second-to-none multi-modal support.

Challenges Opportunity Value

Business Challenges

The demands on your organisation to provide support to users who trust you and turn to you for help in an increasingly multi-vendor, integrated environment are great. In responding to the needs of your customers or users you face the challenges of:

  • Managing the expense of tech support as one of the highest ongoing costs in your business
  • The organisational machinery of hiring, training, scheduling and supervising armies of support personnel
  • Developing skills, retaining staff, monitoring quality
  • Ensuring a positive customer experience and positive market image

Business Opportunities
Studies indicate that the cost to acquire a new customer is 10 times greater than the cost of maintaining an existing one and studies have shown that even a 5% increase in customer loyalty can result in as much as a 75% improvement in profitability. So every contact you have with your current customers is important. Each customer contact can determine whether your customer will provide you with repeat business, a renewed contract and/or positive word of mouth that generate additional sales. With each contact you have the opportunity to:

  • Build customer rapport and loyalty by providing professional responses and solving problems on the first call
  • Reduce churn and improve retention by delivering service that brings delight to your customers
  • Increase revenues and ARPU by “Selling on the service call” e.g., n-Play Services, VoIP, etc.

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Serco BPO Services

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We offer a diverse range of Technical Support Services which include:

  • Basic & advance troubleshooting
  • Product related services queries
  • Installation support
  • Software usage and problems
  • Internet related issues
  • Connectivity problems
  • Application and desktop related queries
  • Up-sell / cross-sell services and products
  • Product upgrade

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Data Capture, Conversion, Imaging and Indexing Services

Serco BPO offers Data Capture including Data Entry and OCR/ICR services. This includes capturing of identified data from any media (paper, electronic file, images, CD, microfilm, email and audio) and digitising it on a mass scale using manual methods, automated readers, OCR, ICR, OMR, bar code readers etc. to produce the required output format at the desired accuracy.

'Scanning' is used to convert graphics or text into non-searchable electronic form. 'Click & Capture', using OCR technology and software validation, allows for the automated capture of content from one content source for insertion into another - without operator keystrokes. Combined with proofreading, accuracy rates can reach as high as 99.995 %

Data Conversion From/To Any Format

Serco BPO provides services for conversion of data from one medium to another medium or for conversion of digitised data from one electronic format to another structured format like HTML/XML etc. Tagging accuracies are ensured using in-house designed validation programmes.

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Business Process Outsourcing from the experts at Serco BPO

  • Serco BPO’s business process consulting team assists organisations to overcome multiple challenges met by the business leaders.
  • Current Processes Analysis & Assessment
  • Business Process Assessment ensures that an entire end-to-end business activity including functions, assets, interfaces, impact of support functions, platform and applications are critically assessed. This assessment can be used as an initial step in determining the feasibility and goals of any re-design effort.
  • Current Processes Mapping
  • Business Process Mapping helps clearly identify steps involved in completing business process. Business Process Maps are powerful tools for understanding and communicating the tasks, activities and data flows within an organisation or a particular process. In other words, they are a tool for describing "the way things are done".
  • Business Process Design
  • Business Process Design services include definition of business processes, structured and prioritised activities, before and after process maps, and prototypes.
  • Cost / Benefit Analysis for New Processes
  • Thorough analysis of newly designed methods includes the cost of upgrading to the new processes. The economics must make sense before any process is finalised.
  • Detailed Roadmap Provided for Migrating to New Processes
  • Serco BPO’s Consulting team provides a detailed, step-by-step blueprint for migrating from original processes to the newly defined and enhanced processes.

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Serco BPO provides yellow and white page keying services, E-Book creation, sales lead sheets, marketing reports, directory delivery verification, sales call appointment setting and other services to yellow page directory publishers.

Enhanced Keying Services

Serco BPO provides directory publishers with yellow page keying services for any yellow page directory. Information captured includes advertiser name, address, phone number, classification (heading), ad type (UDAC) codes, price paid by the advertiser for his ad (UDAC dollar values), page number on which the ad appeared, directory code and other relevant listing information. Keyed listings data can be output into any format desired by the publisher.

E-Book: Your Directory on CD or Internet

Complete and fully searchable details of every ad, including hours of operation, credit cards accepted, services offered, brands sold, and all other text contained within each ad is placed on CD ROM for mass distribution or loaded to your website.

Yellow Smart: Yellow Page Competitive Analysis Tools

State of the art yellow page analysis and data enhancement tools provides a significant competitive edge. Other Yellow Page services include:

  • Directory Usage Studies
  • Our telemarketing division performs consumer/business surveys indicating your book's usage rates compared to other area phone books. This is an invaluable tool when courting new advertisers and increasing the display ad size of current customers.
  • Directory Delivery Verification
  • Delivery follow-up and confirmation of receipt gives publisher the ability to measure delivery effectiveness, which can be an important tool when dealing with advertisers.
  • Sales Call Appointment Setting
  • Our contact agents call your non-advertisers and set appointments for your sales representatives. Our clients report a 30-40% closing ratio on these appointments.
  • Follow-up Direct Mail Services
  • Need to introduce a new feature in your book or tell businesses that they must act soon to get their ad in the next edition? Our line of full-colour postcards and mailing services lets you reach businesses and consumers with your custom message.
  • Smart Sheets
  • This invaluable tool details which businesses are advertising in competing books, how much they are spending, the size of their ads, and other useful data. Sheets are grouped by advertiser account and sorted into packets by geographic area or other sort criteria.

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Improve your collection rates with Serco BPO

For customers in the banking, lending, insurance and retail industries. Our clients include international banking institutions, private label credit card companies, global financial services companies and entertainment retailers.

We support clients with a complete range of debt collection, including:

Credit Card Debt

  • Reminder calls regarding upcoming payment due dates
  • Collection of balances overdue by 30-150 days
  • Recovery of bad debt aged up to eight years
  • Range of account balances up to thousands of dollars

Personal & Home Loan Repayments

  • Collection of overdue monthly payments
  • Re-structure loan schedule or payment amounts
  • Collection of late fees

Serco BPO recognises that the key to maximising liquidation levels is to tailor a collections strategy specific to the particular needs of a client and the debt they are trying to collect. We draw on our years of experience to tailor collections processes with the goal of recovering as much debt from as many accounts as possible.

Highlights of Serco BPO’s Collections services include:

  • Over five years experience in collections working with Fortune 500 companies.
  • Up to 85% of credit card balances recovered in the early stages of collections.
  • Over 1000 collection agents.
  • Stringent adherence to ISO 27001:2005, HIIPA, and PCI Data Security Standards

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Financial Services

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Over 10 years experience in Banking and Financial Sector / Vertical

Serco BPO has served the banking and financial services sector for well over a decade. Our customers include such diverse organisations as banking institutions, consumer and small business financial services companies, equipment rental and leasing companies.

Consumer Finance

Serco BPO offers a wide range of consumer finance services. We deliver a broad spectrum of services across multiple consumer products including credit cards, retail finance, personal and home loans, and insurance. Our services include:

Accounts Receivable Management

* Dispute settlement
* Early and late stage collections, recovery of bad debt
* Skip tracing

Customer Care and Account Servicing

* Inbound customer care
* Account maintenance and monitoring

Sales and Marketing Support

* Up-Selling/Cross-Selling based on brand loyalty
* Lead Conversion

Corporate Finance

Serco BPO also offers a broad range of corporate finance services. Our expertise covers finance and accounting services, loyalty programmes, and marketing.

Finance and Accounting Services

* Supplier invoice processing and management

Loyalty Marketing

* B2B Loyalty Programmes
* Business to partner loyalty programmes
* Incentive and motivational programmes

Sales and Marketing Support

* Lead qualification and tracking
* Up-selling based on brand loyalty

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On the heals of the significant cost savings companies have realised by outsourcing their business processes off-shore, many organisations are now finding cost reduction of 40-60% by strategically outsourcing their knowledge processes. Due to abundant supply of intellectual and creative talent at very competitive cost in India, international companies are making this choice for their research, exploratory, analytical and knowledge-specialized work.

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Serco BPO is a pioneer in the field of Loyalty Programme Marketing

We have designed and implemented loyalty programs for some of the leading companies in the world in the Hospitality, Airlines and Consumer Goods industries. We provide consultancy services and back office support for all aspects related to loyalty programme marketing including:

  • Needs analysis and expected business benefit from a loyalty programme.
  • Loyalty programme design.
  • Identifying and developing customer perceived benefit.
  • Creating the "currency" - points system.
  • Breakage Factor and Perceived Value Analysis.
  • Assessing alliance partners and exchange matrix.
  • Risk analysis.

Serco BPO is able to provide integrated loyalty solutions together with fulfillment wherever geographically possible. We are focused toward helping organisations increase and retain their customer base through consumer loyalty programmes. Today, loyalty marketing goes well beyond the concept of “points and prizes”, programmes must have an impact both on customer behaviour (retention, increasing average spend, cross-selling) and attitude (word-of-mouth, brand loyalty).

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Our service capabilities are customized to cater to unique Industry requirements, different customer bases, process mandates, and resource needs.
These services are designed as open-ended solutions to allow industry, geography and client specific incorporations that will enhance performance and efficiency levels, while meeting all service and legal requirements.

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Our service solutions inculcate learnings amassed from all our client relationships, further strengthened by our adoption of COPC, Six Sigma, Lean, PCI, SAS 70 and ISO practices.

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Intelenet Global Services Pvt Ltd - Service Provider of banking, financial & insurance services, travel, transportation & hospitality services & healthcare services in Mumbai, Maharashtra.

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Nature of Business

Service Provider

Legal Status of Firm

Private Limited Company
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