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Respondez

Mumbai, Maharashtra
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Inbound Service

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Collection Service

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Customer Care

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Respondez provides high value, cost efficient contact center outsourcing solutions from our multi-lingual, 24/7 contact center. Established in 2002, Respondez' outsourcing solutions operate in six countries including US, UK and India, and is the global contact center and international business processing brand of Spanco Limited.
Our contact center technological capabilities – voice, live web chat, email – as well as back office support expertise provides customer care, sales and technical support services that improve customer satisfaction, while reducing operational costs, increasing sales and enhancing customer experience. We work with a variety of industries including retail and e- retail, financial services, communications, and entertainment and gaming publishers.

At Respondez, we treat every client relationship as a strategic partnership, aligning our team with your business goals and strategies. We have earned a reputation for delivering flexible contact center and bpo solutions that are consistent, reliable and secure. Our unique approach combines best-practice training, real-time performance analytics and Six Sigma operational processes. Our contact centers are staffed with highly skilled, motivated, personable representatives to meet and exceed your objectives and metrics.
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Nature of Business

Service Provider

Year of Establishment

2002

Inbound Service
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Inbound Service

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What is the most effective strategy to manage inbound communication from my customers?

There are so many things to consider, from numbering strategy to opening hours, service levels to contact channels.

 

  • Do you look to build an in-house operation?

  • Could you outsource all or part of the customer contacts?

  • If you already outsource, are you getting the best value and results or is it time for a review?

Respondez make the complex straight forward, the decisions easy and offer expert advice on everything from your numbering strategy to your CRM solution.

 

We can help with every aspect of customer management, from strategy through to delivery. Our current clients have access to dedicated teams or a shared resource, streamlining their service so that their customers have access to support at a time that suits them.

 

Our centre operates 24/7, so we can support your UK and International clients around the clock. We offer both long and short term support, seasonal assistance and out-of-hours cover. Our bureau team manages contacts on behalf of a number of clients, whereas dedicated teams work for a single client generally supporting more complex services.

 

Our systems are flexible, scalable and user friendly. We are able to integrate with client systems or develop custom applications. With years of experience and a dedicated IT support team, we ensure that our inbound campaigns run smoothly and effectively.

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Outbound Service
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Outbound Service

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Outbound sales are often the lifeblood of a business, generating revenue and enabling a steady stream of new customers.

Return on investment can be easily measured: .


  • How much do the outbound agents cost?

  • What are the other associated fixed costs, such as data or direct mailings?

  • How many sales did they make and how much revenue did they generate?

  • Quite simply. What was the margin or profit on this activity?

Outsourcing your outbound activity and telemarketing services to Respondez simplifies the whole outbound sales process. Our clients supply the data and we provide highly trained, highly motivated agents and class leading technology to help maximise your sales potential.

 

You get instant access to a highly driven, professional team of sales specialists, with no capital cost, no permanent headcount increase and no need to increase your own overheads, capacity, technology or lines, etc.

 

Our outbound team create an additional revenue stream, with the agents becoming a cost of sale. This is a hugely flexible solution for increasing sales and revenue, allowing budget holders to increase or decrease volume to meet targets and seasonal peaks in demand.

 

We can also integrate our warehouse and fulfilment solutions with a range of other services, like our multi-channel UK contact centre.

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Multilingual Service
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Multilingual Service

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Respondez can provide flexible, multilingual support for a variety of requirements from one central location, with a single bill and single point of contact.

Within our contact centre, we support all major European languages, including:

  • English, French and German

  • Spanish, Italian and Dutch

  • Most Nordic Languages

  • Many Eastern European Languages

Today, many businesses cross borders, time zones and countries with a requirement to handle numerous multilingual channels of communication. However, through Respondez the logistical nightmare of managing off-shore satellite offices and multiple, in-country outsourced contact centres is a thing of the past.

 

Our multilingual support utilises highly skilled agents adept at promoting your business and supporting your customers across all contact channels. We recruit, train and motivate to your requirements, ensuring operational compliance with all European standards.

 

All of our multilingual agents are native speakers, proficient in multiple languages and competent in English. This enables us to offer a higher degree of flexibility ensuring total coverage across various platforms and contingencies during any unforeseen spikes in activity.

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Collection Service
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Collection Service

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Respondez has formed a strategic partnership with to MRS BPO, LLC to offer end to end, flexible Collections and Accounts Receivable Services that meet the needs of our clients. We offer a "Best-Shoring" service which blends the best resources from both companies by combining on-shore and off-shore skills and experience to perform as a single cohesive unit to maximize our client's ROI and provide the best possible customer experience.

Today companies are faced with the increasing economic pressures of increasing their sales volumes and increasing their profitability, while fighting the reality of watching the Accounts Receivables grow. For those debts that need to be collected prior to being charged off, we create a non-threatening "sense of urgency" to your delinquent customers.

What this means to you:

  • Increased Netback Results
  • Highest level of Quality
  • Single Point of Contact for all Services in the Accounts Receivables Continuum
  • Proven NSF rate of less than 2%

Collections Services include:

 

 

  • 1st party collections
  • 3rd party collections
  • Billing, shipping and product inquiries
  • Skip tracing
  • Payment Processing
  • Recoveries

 

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Customer Care
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Customer Care

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Customers are the backbone of business. And in today's world, when a customer contacts your company – whether with a question or a problem – you need to deliver a positive customer experience. Great customer support and service is critical to the success of a business. After all, it costs less to keep a customer than it does to acquire a new one.

Respondez offers seamless customer care services through skilled agents who are recruited and trained specifically to meet your business goals and strategies. And with the ever-changing face of customer service utilizing a variety of media channels such as web chat, email support and co-browsing services, in addition to the traditional voice-based route to contact, our flexible technology allows your customers to contact you when they want, how they want.

What this means to you:

  • Internal resources are freed up to focus on innovation and new projects, and concentrate on core capabilities
  • 24/7 availability for increased customer satisfaction
  • Increased productivity
  • Decreased costs

Customer Care Services include:

  • Blog Support
  • Brochure and information request
  • Cancellations and retentions
  • Complaint resolutions
  • Customer surveys
  • Email Response Support
  • FAQ Creation & Hosting
  • Forum Moderation
  • Live Web Chat Support
  • Order management
  • Payment processing
  • Product information requests
  • Returns Management
  • Up-sell and Cross-sell programs
  • Welcome calls/notifications

At Respondez we go the extra mile to support your business. Outsourcing to us allows you to efficiently and economically leverage our expertise to support your customer relationship management for less cost and more value!

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Live Web Chat Support
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Live Web Chat Support

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Customers and prospects visit your website to find solutions to problems, shop and place orders, update account information and more. Live web chat allows you to interact with your customers on a one-to-one basis and offer real-time, personalized help and support during their visit. And when your customer gets the information they want, when they want, the interaction delivers a positive experience and builds brand trust.

Our trained agents are adept at responding quickly and knowledgeably to any question or inquiry. They are also skilled at using the channel to engage visitors to turn a problem into an opportunity, transform a disgruntled customer into a satisfied one, or even convert an inquiry into a sale. This provides you with an excellent competitive advantage!

This powerful approach to customer service gives you the opportunity to assist, advise, push links and help the customer navigate around your site to find offers, terms and conditions, or the all-important order page!

What this means to you:

  • 24/7 availability for immediate responses during non-business hours
  • Higher conversion rates
  • Reduced shopping cart abandonment
  • Increased customer satisfaction

Live Web Chat Support Services include: 


  • Billing, shipping and product inquiries
  • Cross-sell and Up-sell programs
  • Customer Acquisition
  • Customer Care
  • Technical Support

Live web chat handled by professional agents creates a greater customer experience than virtual chat. We offer the flexibility to support existing web chat integrations, or can deploy and maintain a total software and support solution.

 

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Full Project Management
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Full Project Management

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Here at Respondez, we understand that successful projects start at the implementation stage and provide you with a Project Implementation Manger from the very beginning of your project.

  • Excellent project design, planning and implementation

  • Leading edge project management software

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Warehouse & Fulfilment
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Warehouse & Fulfilment

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With 35,000 ft of warehouse space, we are currently supporting a variety of clients across various verticals from Home Shopping to Gaming, e-Commerce Retail to Insurance and Political Parties.

  • Brochure Requests and Mailings

  • Product Fulfilment and Returns Management

  • Storage, Stock Forecasting and Management

  • Pick and Pack Services

  • Fully Licensed to Store and Distribute Alcohol

  • On a Pay-As-You-Go Basis, if required

Respondez provide a comprehensive end to end solution from our fully secure, licensed warehouse and distribution facility. We have the knowledge and expertise to support established, new and growing businesses providing a secure, reliable and affordable service.

 

Our fulfilment partners benefit from simple brochure fulfilment to complex product fulfilment services, utilising thousands of possible different SKU combinations and everything in between. We can tailor a solution to meet your needs and those of your customers.

 

We work with a range of courier services to offer fulfilment packages that best suit your needs, from simple second class mailing, to a fully trackable service with SMS alerts used to notify your customers of their estimated delivery time.

 

Best of all, we can fully integrate our warehouse and fulfilment services with a range of other services, such as our multi-channel contact centre. Speak to us today to discuss how we can tailor a package to meet your requirements.

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Email Response
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Email Response

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Customers appreciate choices in how they communicate with you and email is a primary channel for them to ask a question, get product support, log a complaint or track an order. Email support is an integral part of our service, and it isn't just about the agents. Using the latest email management tools, we are able to reduce response time and increase increasing customer satisfaction at a low cost. Having a dedicated resource to manage your customer contact, without distractions, means that your email turnaround is fast and efficient. Turning around emails within hours reduces customer duplication, dissatisfaction and complaints.

We also provide easy-to -read reports, giving you seamless access to valuable information. We can report on the most frequently asked questions, enabling you to highlight key information on your web site, reducing the cost of communication further still.

What this means to you:

  • Increased first time resolution
  • Reduction in 'repeat' calls
  • Personal responses and knowledgeable resolution
  • Improved customer experience
  • Increased customer satisfaction, loyalty and retention

Email Support Services include:

 


  • Billing, shipping and product inquiries
  • Customer Care
  • Order management
  • Product information requests
  • Technical Support

When used as a stand-alone service or as part of our extensive customer care, acquisition, and technical support solutions, email support is a powerful customer relationship management tool that can lower call volumes and reduce voice support costs.

 

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BPO and Back Office Support
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In today’s business environment, companies are focusing on streamlining their front-end and core business processes. With increasing competition and ongoing directives to minimize costs and contain margins, ensuring a seamless back office support operation is more essential than ever to help maximize productivity and profitability. It’s about accuracy, quality, flexibility and turn-time. Yet these labor-intensive, detail-oriented, and often repetitive tasks which are necessary to keep business running efficiently can be costly to maintain.

Respondez offers complete, end-to-end back office support services, from data entry and scanning, to converting and entering handwritten orders into your online order system, to verification services – and everything in between. We help you manage your costs and risk by leveraging our skills and technology. 


What this means to you:

  • Quick turnaround and seamless integration
  • Operational cost savings
  • Confidence in highest security standards and compliance
  • Better utilization of internal resources for core business needs

BPO Back Office Support Services include:

 


  • Data entry and validation
  • Document management
  • Forms processing
  • Logistics
  • Order management
  • Image to text conversion
  • Mail management

When you outsource your back office processes to Respondez, you get the best of both worlds! Our proven transition process ensures that any inevitable hiccups that might occur with any outsourcing implementation are minimized and overcome quickly, so you are up and operational quickly.  And you can be confident and assured that your back office processes are being performed within the highest security protocols and efficiently managed by our skilled team, hired and trained to your exacting standards and guidelines.

 

 

 

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Monitoring & Analysis
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Monitoring & Analysis

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Everybody is talking about your brand, but how can you keep track of social activity across all social channels?


    How do we monitor social mentions across all social channels?
    Can we be alerted of specific types of mention and spikes in activity?
    Can I keep track of key metrics and demographic information?
    How do I measure the success of our social media efforts?
    Can I compare social activity across brands, products and competitors?


The answer to these questions is to work with the Respondez Contact Centre eZone. Our eZone agents are trained on the very latest social media technology and tools, with experience of working on various social media projects.


Social Media Monitoring


Monitor key conversations across all social media channels, blogs, forums and news:


    Set up multiple queries and tags, to deliver relevant social media mentions
    Monitoring and classification of ‘types’ of social media activity, across channels
    Dynamically filter results by source, language, authority and sentiment
    Highlight and forward any specific types of mention in real time via email
    Monitor volume of social mentions and alert of any spikes in activity in real time
    Build a unique database of all social activity, with full accountability for every interaction


Social Media Analysis



Analyse your social activity, tracking key metrics and comparison across brands:


    Analyse a range of key metrics and demographic information about social participants
    Compare social activity across different channels, brands, products and competitors
    Drill down into key conversations, with powerful text analytics and sentiment analysis
    Discover top influencers and reach across blogs, forums, news and all social channels
    Detailed demographics, covering geography, gender and age of social participants
    Provision of daily summary reports via email and detailed monthly analysis reports

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Fully Managed Service
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Fully Managed Service

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Introducing the Respondez social media eZone!


The Respondez eZone is a dedicated resource, focused on delivering social media monitoring, analysis and engagement solutions:


    Latest social media technology and tools
    Social media consultants and research analysts
    Dedicated and trained group of eZone agents
    Working on a range of social media projects


Our contact centre eZone has experience across all types of social media projects, from simple reporting services, through to dedicated agents working on social media monitoring, analysis and engagement solutions across 18 countries, in 11 different languages.


Every social media service we put in place is unique, but generally follows a phased approach:


Step 1: Listen, Measure and Understand


By using our Media Analysis Platform (MAP), we can research 24 months of social activity across your brand, products and competitors:


    Research social activity across all social channels
    Analyse key metrics and demographics
    Understand key conversations and sentiment
    Insight to help shape future social strategy


Step 2: Develop and Refine a Social Strategy


By utilising the insight from MAP, we can work with you to help develop and refine your social strategy – social media is just another channel!


    Manage sales leads, enquiries and requests
    Respond to customer service and support enquiries
    Deal with dissatisfied customers and complaints
    Monitor spikes and manage crisis situations


Step 3: Monitor, Analyse and Engage


Move away from a tactical approach of simply managing your own direct social channels and look to proactively manage all social media mentions, across all social channels:

    Deliver and manage feeds from all social channels
    Filter noise into relevancy through queries and tags
    Engage through a single application with workflow
    Build a database of all social interaction, with accountability
    Real time alerts for spikes and specific types of mention
    Ongoing analysis and comparison to continue to help refine social strategy

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Customer Satisfaction Surveys
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Measuring customer satisfaction is crucial to the success of our inbound and outbound campaigns, but how can we measure CSAT effectively?

  • How can we measure customer satisfaction on a regular basis?

  • Can we monitor the CSAT scores as they happen?

  • Do you track the scores of individual agents?

  • Can you provide detailed reports on CSAT scores?

  • What happens if we get a dissatisfied customer?

  • Can you provide CSAT surveys across multiple channels?

Respondez actively encourage the use of post call, automated CSAT surveys, which enable callers to rate performance or advocacy, with all scores delivered to a real time wall board. This live wall board dynamically updates the average scores for each survey question and displays a league table of each individual agent’s performance.

 

The wall board is web-based, so not only can we monitor CSAT scores live in-house, but our third party clients can also track CSAT scores from their own desktop PC or mobile device. By tracking individual agent scores, we can also quickly identify and reward our top performers, as well as highlight any potential retraining requirements.

 

The CSAT solution has a very flexible design, with an array of useful reports. One powerful feature allows us to immediately highlight a low score and alert the team in real time. We can then either pass the call directly to a supervisor or provide details for a call back to gather more information from the dissatisfied customer.

 

The same level of customer insight can be generated through multiple contact channels, including email surveys, web surveys and SMS surveys. All scores and verbatim comments are then delivered to a single reporting application, to provide simple measurement and comparison across the different customer feedback channels.


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Secure Scanning & Print
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Secure Scanning & Print

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Here at Respondez, we understand that security is a growing concern for your customers and we are leading the way with our secure scanning and printing services.

  • Confidential Document Processing

  • Commercial Scanning of Sensitive Documents

  • Fully Secure and Compliant Facility

  • Isolated Network, with Full Data Protection

  • PC-Based Document Scanning Facility

  • Ability to Scale Volume, with Full Visibility

Respondez are here to support your business from design and dispatch to returns processing, if required. Working with you to provide the most cost effective solution, we are not constrained by volume and can flex to meet demand.

 

We can print documents using a database or print your PDFs, with controls in place, from a server level, to dispatch and beyond. Commercial scanning is provided via a secure, PC-based document scanning facility working directly from your systems or through a bespoke interface.

 

Our state of the art facility has restricted access, controlled by electronic tagging. All print room staff are CRB and reference checked. Combine this with full CCTV coverage 24/7/365, onsite security personnel and movement sensors; we offer a secure facility that is protected against any unauthorised access to your data.

 

Best of all, we can fully integrate our warehouse and fulfilment services with a range of other services, such as our multi-channel, multi-lingual contact centre. Speak to us to discuss how we can tailor a package to meet your requirements.


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Erespondez Reports
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Erespondez Reports

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 Everybody knows that social media is important, but not everybody can get the social insight they need.


    How do we research and monitor our social mentions?
    What are the key social conversations around our brand?
    How can we gauge positive and negative sentiment?
    What are the demographics of our social participants?
    Who are our top influencers and should we engage with them?
    Are we getting a decent ROI for our work and efforts?


Answer these questions and more with eRespondez Reports. Our social media experts provide the social insight you need, quickly and cost-effectively, delivered in a concise and presentable way.


Brand Insight Report.


Find out what people are saying about your brand:


    Volume of mentions across all social media channels, including blogs, forums and news
    Identification of key conversation themes, with detailed text analytics
    Sentiment analysis, with examples of positive and negative sentiment
    Detailed demographics, covering geography, gender and age of social participants
    Identification of top influencers across each channel with example posts and reach
    Identification and detailed analysis of up to 5 conversation peaks


Community Insight Report


Deep analysis of your social communities and social participants:


    Detailed analysis of your Twitter account, with follower statistics
    Detailed analysis of your Facebook page, with performance and fan statistics
    Further analysis available across Forums, YouTube and LinkedIn
    Identification of top influencers across each channel with example posts and reach
    Detailed demographics, covering geography, gender and age of social participants


Campaign / Event Tracking Report


Measure the performance of a campaign or promotion:


    Volume of mentions across all social media channels, including blogs, forums and news
    Detailed analysis of Facebook and Twitter performance throughout campaign / event
    Analysis of campaign / event specific assets - @handles and #hashtags
    Identification and detailed analysis of up to 5 conversation peaks
    Sample posts for each campaign / event and export of full results available

 

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Competitor Monitoring
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Competitor Monitoring

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I’m not just interested in our own social media activity; I need to know what our competitors are up to in the social sphere.



How can I research and monitor my competitor’s social activity?
Can I be alerted when a competitor launches a new social campaign?
Can we measure the success of our own campaigns vs our competitors?
How can I follow my industry’s social activity, trends and demographics?
Who are the top influencers, with the most authority and reach, across my industry?


Respondez offer a range of reports and services across competitive and industry social insight. Our social media experts and agents can provide you with a serious competitive advantage in the social channel.


Industry Intelligence Report


Identify the key social conversations and drivers across your industry:


Identification of key conversation themes within your industry, with detailed text analytics
Volume of mentions across all the major brands, split by all social media channels
Detailed industry demographics, covering geography, gender and age of social participants
Identification of industry’s top influencers across each channel with example posts and reach
Identification and detailed analysis of up to 5 conversation peaks


Competitor Intelligence Report


Benchmark your social media presence against your competition:


Compare Twitter and Facebook presence and performance with up to 3 competitors
Compare volume of social mentions across all channels with up to 3 competitors
Detailed analysis of demographics and text analytics across each competitor
High level sentiment comparison, with low level examples of positive / negative sentiment
Comparison of social media campaigns and activity spikes across each competitor


Competitor Monitor Service


Ongoing monitoring and alerts across a range of competitors:


Set up a real time monitoring service across all social channels for up to 3 competitors
Filter noise through a series of queries and tags to deliver relevant mentions
Highlight and forward any specific types of mention in real time via email
Monitor volume of social mentions for each competitor and alert of any spikes
Look for specific key terms and sentiment to generate leads for your organisation


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Live Compliance
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Live Compliance

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Compliance is critical to my organisation, but how do we ensure 100% compliance on every call?

  • How can we monitor calls for compliance in real time?

  • Can we define specific scripts and phrases to monitor?

  • What if the agent misses a key phrase? How is this handled?

  • How do you use speech analytics to improve agent performance?

  • Will live monitoring improve overall customer service?

Respondez is continually looking to embrace the very latest technology solutions and provide our clients with innovative solutions. Live compliance is an example of leveraging emerging technology to monitor every single customer call, analyse every spoken word and highlight compliance issues in real time.

 

The Call Analyser solution enables us to deliver 100% compliance against a set of bespoke scripts in real time, reducing the traditional need to analyse voice recordings retrospectively. This provides significant benefit in terms of agent performance, client confidence and overall cost reduction.

 

Through detailed speech analytics software, we can then report on a range of KPI statistics, extracting critical business intelligence relating to strategy, product, process, operational issues and agent performance.

 

This valuable insight gives Respondez the opportunity to react quickly, identifying any customer service issues promptly and highlighting any agents that may need additional training, coaching or support. By utilising this technology, Respondez is able to continue to provide outstanding levels of customer service to our clients.

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Faqs & Knowledgebase
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Faqs & Knowledgebase

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Developing a single knowledge base for all agents to access ensures shared learning and a consistency of response.

  • Development of an online knowledge base for each campaign

  • Providing shared learning and consistency of response

  • Translation into multiple languages

  • Potential to act as a self service resource

Enabling our agents to be more effective on your campaigns!

 

It is essential for our agents to work as a team in developing knowledge and expertise for any given campaign, whether that is knowledge around the client, the products or specific areas of interest. By developing a single online knowledge base for all agents to access, we ensure shared learning and a consistency of response.

 

We actively engage with our clients to create a set of rules for the content of each knowledge base. For example, once a customer service or support query has been asked three times, we automatically add this question and the related answer to the FAQs database and potentially translate into multiple languages, as required.

 

Each online knowledge base and set of FAQs is continually added to and maintained, ensuring it is an excellent resource for training new agents for the campaign. The FAQs resource also has the potential to act as a self service resource, directly available from the web, if required.

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