Seamless Transition of Live Operations
Super Tel ensures customer success through exceptional support and seamless communication solutions.
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Client
VFS Global
Category
Contact Center
Timelines
02 years
Service we provided
Customer Support
VFS Global, a global leader in outsourcing and technology services for visa and passport processing, sought to improve its contact center operations while maintaining high service standards. Facing operational inefficiencies in its Sylhet-based contact center, the company needed a reliable partner to provide world-class customer support. SuperTel was chosen as their trusted outsourcing partner, ensuring smooth operations, cost efficiency, and top-tier service quality for their global applicants.
From challenges to results :
Driven a journey of solutions vision
Defining the Requirement
VFS Global required a fully outsourced inbound contact center to efficiently manage applicant queries via phone, email, and chat. The support team had to handle complex visa procedures for multiple countries while maintaining VFS Global’s high service standards. The company also needed an economical solution without compromising on service excellence or operational efficiency.
The challenge for Super Tel
The primary challenge was to provide a scalable, cost-effective, and high-quality contact center solution capable of handling diverse applicant queries from multiple countries. Staffing was another hurdle, as agents needed to be proficient in visa procedures, well-trained in handling complex customer queries, and capable of managing diverse communication channels. Additionally, the solution needed to be implemented within VFS Global’s budget constraints while maintaining a seamless transition from their existing operations.
The solutions from Super Tel
SuperTel leveraged its vast experience in global outsourcing to implement a robust three-pronged strategy. We provided targeted staffing, hiring experienced professionals with expertise in similar multinational projects. These staff members underwent comprehensive training in VFS Global’s services, ensuring they could confidently address applicant queries across phone, email, and chat. To optimize costs, we relocated the help desk operations to Dhaka, utilizing outsourcing efficiencies to provide world-class service while meeting VFS Global’s budget. Over the past two years, SuperTel has consistently met VFS Global’s strict SLAs with zero reported issues, reinforcing its reputation as a trusted partner for seamless, high-quality contact center operations.
Service process
Our customer support service process ensures seamless assistance, starting with understanding client needs, followed by efficient query resolution and personalized solutions.
Inquiry Initiation
Begin by reaching out to us for assistance or to learn about our customer support services.
Assessment
We analyze your business requirements and customer needs to craft a personalized support strategy.
Strategy Develop
Based on your goals, we design a robust support framework to ensure efficient and effective CS service.
Regular follow-up
We work closely with you to adapt, improve, and provide exceptional customer support.
Impact
We created for Airtel
We drive business growth by providing unwavering support and helping clients achieve their goals.
Providing comprehensive support and tailored solutions to empower your business and drive success
Providing comprehensive support and tailored solutions to empower your business and drive success
Improved customer satisfaction scores by 45%, fostering long-term loyalty and repeat business
Optimized workflows, reducing response time by 30%, leading to more efficient service delivery and greater client retention.
What they say about SuperTel
A clear and efficient approach focused on collaboration and delivering excellence at every step.
Symphony has relied on SuperTel for over two years for live call center support, complementing our automated solutions. The SuperTel team feels like an extension of our operations, fostering a strong partnership. Their proactive feedback, support, and dependability make them a delight to work with for critical business needs
SM Morshed-Uz-Zaman
Head of service, Asst. Director, Edison Group
Symphony has relied on SuperTel for over two years for live call center support, complementing our automated solutions. The SuperTel team feels like an extension of our operations, fostering a strong partnership. Their proactive feedback, support, and dependability make them a delight to work with for critical business needs
SM Morshed-Uz-Zaman
Head of service, Asst. Director, Edison Group
Additional Customer success
Super Tel ensures customer success through exceptional support and seamless communication solutions.
Airtel Billing & Retention Success Story
Airtel, a leading telecom giant, embarked on its first outsourcing journey in Bangladesh and partnered with SuperTel to enhance its outbound billing and retention services, achieving significant cost savings and improved collection rates.
First bank to outsource it's outbound services
Setting up their one point contact center
Seamless transition of live operations
VFS Global, the world’s largest outsourcing specialist for governments and diplomatic missions, partnered with SuperTel to enhance its contact center operations, ensuring seamless applicant support and improved service efficiency.
