Inbound Sales, Service, Support

Experience managing thousands of agents delivering above goal performance at incredibly compelling values.   This includes managing thousands of seats for Fortune 500 clients within many industries, including retail, technology, utilities, financial services, telecom and collections.  Whether an interaction is five or fifty-five minutes, we know how to maximize the results of each interaction to ensure that client goals are achieved.  That often means delivering a higher sales conversion at a lower AHT, or increasing first call resolution levels, or impacting the backend CSAT — or all of the above!  It often also means ensuring a lower cost per successful interaction.  At the front end of new client engagements, we work hard to understand the objective, and then set out to deliver the results you require. We ensure processes are followed and quality is not compromised while hitting improved metrics.  Service is available in English, Mandarin, Spanish.

Outbound Sales, Collections and Dispatch

Proven telemarketing and collections capabilities that deliver exceptional ROI's. Outbound sales isn't the industry it once was, but it's still is a necessary function for many clients to achieve sales and revenue goals. MattsenKumar has managed hundreds of thousand of monthly outbound hours of all types — sales, up sells, welcome calls, surveys, political calls — you name it, we've done it, well. We've hand-selected partners who have the expertise necessary to deliver maximum results within the confines of DNC and other telemarketing regulations. This focus on the quality of each sales as well as the quantity ensures the back-end sales performance clients appreciate.

Back Office Business Processing Outsourcing

Experts at figuring out how to leverage people and technology for maximum value, the term "back office" encompasses any process or workflow indirect from direct customer contact. Whether this means developing recruitment and work perimeter processes to ensure new employee aptitude meets and then executes on complex needs or devising process mapping to ensure outputs that streamline current processing efficiencies, we're experts at matching correctly scoped resources with technology for maximum effectiveness.

Professional Services

Professional Services including helping clients navigate to outsource or build decisioning, and whether on, near or offshore has the best value based on specific needs and objectives. We're also experts at introducing global companies to India and helping them set up shop and work through the regulatory and technology hiccups that can make this a challenge.

ExtraTouch™ Account Management

With onsite capabilities to enhance client management oversight of their existing outsourcing relationships, we help ensure maximum service delivery effectiveness through leveraging our vast experience delivering results.  This “in the trenches” support typically means our being on-site working with your service providers to raise the bar. We know vendors, and their unique work cultures, and are successful in working with them to achieve buy-in on “blocking and tackling” techniques that ultimately give your business and your customers improved service and results. Our team will be your conduit and day to day contact.