Cogent has gained experience and brought best practices to various processes in the domains serviced. We provide a wide array of inbound, outbound and back-office services to clients in the financial services, insurance, technology, telecom, retail and travel and hospitality verticals.

Bringing competitive advantage and cost savings through flawless execution

Cogent can provide support for a wide array of banking and financial services products and services. Our strong focus on speed of execution along with process improvement and quality control has provided the transformational benefits of outsourcing to our clients. This has been enabled through unique service competencies and our understanding of world banking and financial markets.

We deliver multiple processes from multiple locations and act as a node in our clients' global processing centers. Our strong adherence federal and state rules and stringent compliance to processes and systems have brought best in class quality performance across the client enterprises.

Research, place investigations and resolution of queries

Welcome calls

Incentive structures wherein incentives are given on a daily, weekly and monthly basis to motivate personnel.

Handle voluminous transactions accurately and improve turnaround times

Cost savings, greater flexibility, consistency and reliability of services, quality of the customer experience and customization of processes is what Cogent offers to its clients. We understand customer support and back-office processing services prevalent in the global insurance industry and services insurance providers, carriers, brokers and administrators.

Our project management methodology along with the efforts taken to understand processes has provided immediate benefits to clients. Cogent has experience in delivery of multiple complex processes involving decision-making within the insurance domain and have successfully provided support for both transaction and voice processes. We also match profiling and hiring for insurance processes.

Coordination of benefits

Value-added services
Following are some real life examples where we have exhibited our capabilities in providing 100% track record on delivery of operational metrics. Al this while continuing to provide process innovation efficiencies:

First contact resolution and enhanced customer satisfaction

Cogent provides simple to high-end tech support including customer service, product feature / services support and troubleshooting. We have exceptional experience in supporting diverse hardware and software products.

Created a pre-product technical training module in collaboration with client's team, which provides orientation to the client on different hardware solutions.

Structured methodology and capability to handle rapid changes in business through a robust change management process to roll out new products and services.

Handling rapid changes in business through a robust change management process

Cogent is uniquely positioned in India to service the telecom vertical. We have maximum experience in providing customer service, technical support, complex query resolution, and back-office services to our clients.

Cogent has extensive experience in handling 24/7 customer care programs like activations, client services and correspondence management.

Our range of services include:

Technical support
Cogent helps the clients in providing simple responses and guidance to the complex queries of the consumers. These include issues related to troubleshooting, product programming, network and other queries.

Advanced support
Cogent has experts and specialist who provide support for the highest-level escalations that require extensive research and analysis. This also requires communicating with other functions of the clients' organization.

Value-added services
Cogent brings expertise in process improvements and re-engineering through sharing of best practices. We have brought productivity gains, quality improvements and more efficiency to the processes of our clients.

Increased customer loyalty through high customer satisfaction

We have significant experience in delivering customer satisfaction in a high volume environment and provide scalability with flexibility. Our service agents / associates can handle queries which require analyzing the situation and making decisions, trigger a purchase, manually allocate an order to a fulfillment center, compensate the customers for any inconvenience and educate the customer.

We orient our new hire agents / associates to develop an appreciation for 'Exceptional Customer Service' as a concept. Cogent holds the capability and experience in providing multi-lingual support over email. We have delivered high satisfaction levels for the customers even during the peak seasons of our clients.

Fraud detection

Value-added services
We can successfully manage partnership with our eCommerce & Retail clients and help them with outsourcing to India for the first time. Given below are some of the proven benefits to our clients:

Development of a software to facilitate the reporting system and performance analysis

Generating sales through right product at right price at right time

Cogent understands that the travel and hospitality industry is very dynamic and the competition is increasing with the newer distribution models available. The agents / associates at Cogent help in fulfilling customer demands thus ensuring customer loyalty. We have the necessary competencies to deliver superior service for our clients in airline, hotels, car rentals, tour operations and travel management companies.

Customized hiring process and tests for both process knowledge and listening skills.

Development of domain and sales training modules for travel processes.