Proven Expertise: Contact Centre Management

TechnoMech delivers end-to-end, high-performance contact center solutions with proven expertise in operations, quality management, and customer experience excellence.

Project Overview

At TechnoMech, we provide end-to-end contact center solutions, ensuring exceptional customer service, efficient issue resolution, and enhanced customer satisfaction. Our expertise spans inbound, outbound, and omnichannel support, tailored to meet industry-specific needs.

HEADCOUNT
SUPPLIED

We have a team of 620 contact center professionals, including Operations Managers, Team Leaders, Quality Analysts, Customer Service Representatives, Level 2 Support, Social Media, and Resolution Teams, all working together to ensure efficient and high-quality service.

HIRING

Our targeted and agile recruitment strategy ensures a rapid process to onboard high-quality talent. By using data-driven selection, we match candidates precisely with role requirements, while strong employer branding helps attract top industry professionals.

TRAINING &
REFRESHER
PROGRAMS

Our training program drives operational excellence, with thorough onboarding for new hires, regular refresher courses, and advanced leadership training to empower managers and ensure continuous growth.

QUALITY
PERFORMANCE
MANAGEMENT

We follow COPC-certified best practices, including real-time quality monitoring, data-driven performance analysis, and consistent tracking of customer satisfaction (CSAT) to ensure high standards and continuous improvement.

SOCIAL MEDIA
MANAGEMENT

We offer 24/7 social media monitoring, proactive crisis management, and AI-driven sentiment analysis to enhance customer engagement, improve strategies, and protect brand reputation.

ESCALATION &
RESOLUTION TEAM
(L2)

We swiftly resolve high-priority cases with dedicated specialists, ensuring minimal turnaround time and leveraging root-cause analysis to prevent repeat issues and enhance overall service quality.

92%

SERVICE LEVEL

93%

QUALITY PERFORMANCE

87%

EMPLOYEE SATISFACTION

12%

ATTRITION

We achieved a 92% service level, ensuring quick call responses and minimal wait times for an improved customer experience. Key factors include optimized workforce allocation, advanced call routing, real-time monitoring, and continuous process improvement. This approach enables prompt, efficient support, enhancing customer satisfaction and retention.

We achieved 93% quality performance by ensuring accurate, professional, and customer-focused interactions. Key factors include comprehensive agent training, rigorous quality monitoring, adherence to compliance standards, and a customer-centric approach. This commitment reinforces trust, efficiency, and superior service delivery in every interaction.

We achieved 87% employee satisfaction, reflecting a positive work environment and strong support systems. Key factors include comprehensive training, competitive compensation, a supportive culture, and open communication. A satisfied workforce drives higher performance and improved service delivery.

With a low 12% attrition rate, we ensure workforce stability through competitive compensation, a positive work environment, effective training, and proactive engagement, reducing hiring costs and maintaining high service quality.