Cogent has extensive experience in providing various companies and ‘growth innovators'. We are uniquely positioned to service the wide spectrum of inbound and outbound customer interaction and back office processing services to both retail and corporate customers. Our support for various processes have been clubbed under the following broad services:

Ensuring customer ‘delight', building loyalty and creating opportunities

Cogent is one of the best customer care services provider in India and we help our clients establish benchmarks in world-class customer service. At Cogent, every agent / associate strives to bring exceptional experience to the client's customers and provide first contact resolution.

Our host of customer care services helps in establishing and maintaining 'customer relationship management'. The scope of services vary from simple queries (accounts details and maintenance, information on products and services purchased, travel services required, service changes / swaps) to complex questions (escalations, premier queues). The customer care arm also provides inbound sales including cross-sell and up-sell services. This has generated significant revenues to our clients.

We can provide:

Cross-sell / up-sell purchases

Billing queries

Extending support beyond sales by providing simple solutions to complex problems

Rapidly changing technology and demand for simple to complex technology driven products has changed the service expectations of the customers. Cogent is providing all levels of technical support for businesses and consumers. This includes providing services for simple customer service, product information requiring specialist knowledge and complex issues management. The services also include tech-support related to escalations and high-end queries.

Provide step-by-step guidance to queries on:

Internet related issues

Reducing risk and enhancing bottom lines

We can implement both inbound and outbound calling processes for our financial services clients. The outbound calls are made for collections, to delinquent customers to gain a promise to pay or when acknowledging the payment.

Generating leads and adding value

We can do outbound direct marketing campaign, selling home equity loans to target consumers, telesales for extended warranty, welcome calls, insurance calls, selling the services related to partner programs and promotions, selling 'sticky services' and sales referrals.

Extending support to increase accuracy and reduce turnaround time

Cogent can provide backend support and process voluminous transactions for its clients. We provide expertise for both, contact and non-contact services. Our systematic approach towards training, quality control and service delivery helps our agents / associates, process transactions and consistently perform above the client's enterprise averages.

Account maintenance and changes

Sharing benefits, improving processes and removing inefficiencies

Our co-sourcing model seamlessly integrates with and works as an extension of our clients. Cogent has introduced, developed and used various tools to bring process improvements, productivity gains and quality enhancements. Some of our initiatives have also been replicated by our clients.

Share best practices and add value through:

Introduction of middleware for automation and efficiencies