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Call Center Services

The Team Matrix is a leading service provider of international call center services & outsourcing solutions. With an aim to increase customer satisfaction, retentions and sales for your company, The Team Matrix has designed all of its inbound, outbound and web based solutions quality centric and performance driven.
  • Inbound Services
  • Outbound Services
  • Web Based Services

Call Center Services

The Team Matrix is a leading service provider of international call center services & outsourcing solutions. With an aim to increase customer satisfaction, retentions and sales for your company, The Team Matrix has designed all of its inbound, outbound and web based solutions quality centric and performance driven.

With thousands of service providers in the fast paced and competition based customer service industry today, to stand out, prove yourself and to constantly grow, a company must induce new methodologies to have customers treated and listened in a way that they want, and not according to the company.

With so many choices available today, it does not even take a fraction of a second for your customer to switch to another service provider. The Team Matrix is an expert to manage your customer service with our experienced professionals to provide high quality customer service. With our quick & efficient first time resolution (FTR) strategy, your customers are more likely to stay loyal for that “extra support” that everyone seeks from a service provider

Inbound Services

  • Customer Service
  • IVR (Interactive Voice Response)
  • Online Inbound Sales (Up-Selling)
  • Order Processing & CRM Entry
  • Technical Support (Computers, Broadband, Specific Product Support)

Outbound Services

  • Hardcore Sales (B2B, B2C - Mobile, Software, Specific Product or Service Sales)
  • Lead Generation & Appointment Setting
  • Data Mining, Filtering and Verification
  • Merchant Account Services

Web Based Services

  • CAT-i Services (Reliable Data Collection)
  • E-mail Support (100% accuracy with the quickest turn-around time)
  • Chat Support (24*7 chat support)
Whether handling high call volumes during peak festive seasons or creating a new customer base by cold call sales, The Team Matrix can truly be banked upon if you are looking for a quality-focused call center services company who would be equally interested in your growth as you are.

Outbound Call Center Services

Outbound call centers are equally essential for a company as its inbound customer or technical support as retaining existing customers is as important as creating new ones for the overall balanced growth. Whether creating new customer base, setting appointments for experts to visit and close the sale or verify information from your potentials you surveyed last month, The Team Matrix can effectively take care of any of the outbound calling requirements with our professed international callers.

Already catering to a wide variety of international clientele, The Team Matrix has gained immense experience and developed expertise by the only time tested & proven method – calling.

The Team Matrix Outbound Calling Services include -:

  • Appointment scheduling
  • Data Verification
  • Lead generation
  • Mortgage lead generation
  • Insurance lead generation
  • Credit card lead generation
  • Others as per your business
For any outbound campaign to succeed, it’s the ‘law of averages’ that works and get the numbers going, We, at E-virtual Services understand the law of averages and know how to successfully implement it. You can provide us with the leads to call to, or can leave it up to us. In both the scenarios, you can be rest assured of maximum results maintaining above 90% quality.

Inbound Call Center Services

Inbound Call Center Services

To run effectively & efficiently, inbound call center services require world class infrastructure, latest technology and instrumentation and above all a team of skilled professionals. The Team Matrix Services is one such organization with a pool of highly skilled tele-calling professionals on board led by experienced management.

The Team Matrix inbound call center services offer solutions for mid size companies, large corporations and even self-employed professionals. With our virtual assistants and tele-calling teams, we can cater to the challenging needs of any projects, whether for customer support, technical helpdesk or easy tasks such as order taking and invoice management.

The Team Matrix Inbound Call Center Services

  • Customer Support
  • Order taking
  • Product information request
  • Up-selling & Cross-selling
  • Sales Lead Qualification
  • Technical Helpdesk
  • Phone answering
  • Billing
  • Customer Retention
  • E-mail & Chat support
With our first time resolution (FTR) strategy, The Team Matrix always tries to ensure minimal call backs (repeat calls for same issue) while maintaining the highest possible quality standards. We strictly adhere to The Data Protection Act and can Guarantee Safety of your company / customer data with us.

Customer Support

The Team Matrix is a leading customer support services provider catering to several national & international companies from all sorts of industries such as Telecom, Engineering, Mining, Finance and many more.

With our focus on increasing the customer satisfaction levels and retain every possible customer for your company, E-Virtual Services can efficiently run your customer support department, maintaining highest levels of quality and going the extra mile for every customer of yours while strictly following your guidelines.

With thousands of service providers in today’s fast paced and competition based customer service industry, to stand out and grow constantly, a company must induce new methodologies to have customers treated and listened in a way that they want.

Every existing customer who is happy with the quality of your product / service is an asset to the company constantly promoting the good he gets from you. Our understanding of this basic human behavioral instinct helps to always focus on the right thing – “Customer leaving the helpdesk happy”

If your customer calls us, we leave no strings untouched to provide him with the best of support to experience high class customer service with (FTR), prompt resolutions, quick call backs, accurate documentation and pleasant customer service representatives.

Technical Support & Help Desk

The Team Matrix technical support services can help you maximize the return on your outsourcing & technology investments. Working with the best infrastructure, technology and team, our technical support service stands out in the competition primarily because of the EVS approach towards first time resolution.

We have been working with international clientele for years and the successful “3-T” formula has always helped us in achieving greater quality and build rapport.

Technology, Training & Team

It is evident that technical support cannot run efficiently on outdated, old and loosely implemented technology. The Team Matrix Services invests enough resources on a regular basis to keep ourselves up to date with latest available technology.

“Once, CEOs of two giant fortune 500 corporations were having lunch together when one of them asked. Why do you spend so much on training every month? What if people you train leave the company? Won’t it be a big loss to you?

The other gentleman replied with a courteous smile – I am more worried about the cost I will pay if I don’t train them and they never leave.”

We truly understand the criticality of training each individual for the overall growth of company, and have our technical team and the management actively participate in several technical, sales, communication & interpersonal skills and management trainings round the year.

Great Infrastructure, best of technology and world class machines doesn’t form companies but only buildings good to look at. It’s the people who make a company what it actually is. The management at The Team Matrix Services has extensive experience in managing international projects for BPO and KPO giants. The executive level teams here are chosen after thoroughly scrutinizing the market on a look out for the best of skills and go through rigorous training programs before graduating to the production floor.

Supported Operating Systems -:

  • Windows Vista
  • Windows XP Home
  • Windows Millennium
  • Windows 2000 Professional
  • Windows 98 Second Edition
  • Windows 98 First Edition
  • Windows XP Professional
  • Sun Solaris

Supported Database Software

  • Oracle
  • DB2
  • Sybase

Supported Hardware

  • Desktops
  • Laptops
  • Sound Cards
  • Video Cards
  • Ethernet Cards

Networking Devices

  • Dial –up and DSL/cable modems
  • Ethernet cards and adapter
  • Wireless network components

Order Taking

Order taking services at The Team Matrix has been redefined with the implementation of latest software & technology in place. Our automated systems can easily take the burden off your shoulders and help you maximize sales and revenue while we take orders from your customers on your behalf.

Whether you operate your business and sell products / services through catalog sales or e-store retailing, The Team Matrix Order Taking Services & Solutions have the ability to serve to all your consumers, ensuring you never miss out on a sale with our high class service level deliverability.

If you use a website, catalog business, radio and television to advertise your product / services, The Team Matrix could be a boon to your business and can help you grow by many folds in terms of customers and the ROI. Be assured to have your customer well informed about each & every product detail as per your guidelines while giving the best of quality telephonic services. Order taking services at The Team Matrix are customizable according to multiple products or services you deal into.

The Team Matrix Order Taking Services -:

Sales & Invoice Management>
  • Ordertaking
  • Product inquiries
  • Up-selling and Cross-selling
  • Salesorder processing
  • Documentations & payment queries
  • Post-sales product support

Inquiry Services

  • Product / Service information requests
  • ATM / POS locator service, etc.

Billing Enquiries

  • Account balance information
  • Payment information
  • Editing customer personal information

Debt Management

  • Credit authorization
  • Credit verifications
  • Soft core and third party collections

Verification services

  • Third party verifications service
  • Insurance verification service
  • Employment verification service
The Team Matrix can guarantee a robust, 24/7 order taking line where your customer can call any time and place an order with a live person and not an automated answering machine.

Phone Answering

The Team Matrix Phone Answering Services are more than just helping hands answering your calls. We have dedicated knowledge based experts answer calls on your behalf, which would be proficient with the product knowledge to answer any of the customer’s queries while taking down their details and requirements’ information.

The Team Matrix Answering Services-:

Telephone Answering Service

• Latest online applications
• 24x7 phone answering service
• Local number for call forwarding
• Specialized inRelay Calls

Appointment Scheduling Services

• Cost effective appointment setting services
• Check your appointments online from anywhere & save on staffing and facilities costs
• Advantage to focus more on your core business

Business Answering Services

• Live message taking (Virtual Receptionist)
• Onlineorder taking & dispatching service
• Dynamic paging, or live call transfers
• Messages on your behalf, page your on-call staff, and interact with your clients.

Affordable and Smart Business Communication Features

• Professional live phone answering service
• Customize & update your call answeringinstructions
• Receive your messages via voicemail service/ text message/ email / fax
The Team Matrix answering services can not only reduce the over burdening calls but can also increase the level of satisfaction among your customers with the high quality telephonic services that they will experience upon calling your number and landing to a desk in our office.

Product Information Request

Every company at some point or the other launches new product and services into market and requires product promotion services and established organizations need product information request services to cater to the information seeking consumer. Irrespective of the fact whether he would buy the product / service or not, companies have to cater to the consumer queries about their products.

Being an important but a noncore function, indirectly affecting sales & revenues, product information request services have long been outsourced by promotional product companies around the world.

  • The Team Matrix is a leading service provider catering to the various requirements of several worldwide industries and promotional product companies.
  • Adhering strictly to your guidelines and specifications, we can help you with many ‘service products’ such as product accessories, features, upgrades, warranty, product support and many more.
  • Our efficient staff will help you increase sales and hence returns with the upbeat product knowledge and effective communication & selling skills.
  • The highly cost effective product promotion services of The Team Matrix will let you save up to 60% of your current costs.

Billing Queries

Billing is a very critical business department and support function to the operations of every organization. Outsourcing the billing department to a company can be a very fruitful decision as it would not only save on costs but also lower down the burden of workload.

Irrespective of the industry you are a part of OR product and services you deal into, The Team Matrix Billing Services could cater to any of your needs whether on a large or small scale.

State of the art infrastructure, use of advanced technology and a skilled team at The Team Matrix can effectively communicate with your customers and clientele providing them accurate billing information. Starting from re-ordering, account balance, returns, exchanges, refunds to other billing related queries, our billing services staff is fully equipped to give out of the way support to your customers.

With our Quality Centered Billing Services -:

  • You can focus on your core business areas, maximizing returns while we look after your billing department.
  • Our quality and timely billing services will give your customer a better service experience and hence will increase the customer satisfaction levels, which means – more of promotion and new customers.
  • Catering to several national & international clients, The Team Matrix Services has gained experience and credibility in the worldwide outsourcing market.

Upselling & Cross Selling

One of the efficient ways to increase overall sales is to try to up sell or cross sell to your customers who call in for support or information. The Team Matrix understands the concept well and has the expertise to carry out any sales campaign for your company whether on a short term or long term basis.

Used in several ways to either increase demand of a newly launched product or to give support to the sales division and increase overall sales, Up selling and Cross selling is a unique and interesting concept used by many industries such as retail, e-commerce, BPO, Technical and many more.

Do you realize that when you go to a departmental store or a shopping mall, you end up buying things that you either never planned to or weren’t in need of at all. It was upsold to you by the interesting concept of retailing thousands of choices under one roof.

Up selling or Cross selling over the phone is somewhat similar to the same concept, the only difference being a tele-marketer trying to sell over and above the service you get or are looking for.

Extensive sales trainings at The Team Matrix has matured all of our staff upto the level where each team member can confidently pitch any product after a short training for product knowledge. When we are upselling r cross selling for you, our focus is on -:
  • Figure out the need of the customer (create the need)
  • Pitch the product
  • Show them their benefit (what’s in it for them)
  • Compare with other or current similar product/service they are using
  • Close, close & close.
One of the greatest salesman of all times has said “90% of salesmen give up after the 4th close, the 10% who persist up till the 5th closing make 90% of the total world sales”

Backed by such ideologies, The Team Matrix sales force can bring visible changes to your overall sales and returns.

Customer Retention

Customer retention is a very critical business function working on improving company’s image as retaining an existing customer is equally, in fact more important than creating new ones. A customer very seldom leaves a service provider because of reasons that are not in the control of the company such as, geographic location change, miss-happenings etc.


It is seen that more than 80% of the times, a customer switches after encountering a bad experience with the company. As for a customer, the support department acts as the face of a company interacting with customers, most of the grievances are created at the customer service level and if not looked after properly, results in termination of the contract between your company and consumer.

Companies that have a small customer base, it is not required for them to have a dedicated customer retentions department, as the in-house customer service or customer support division can look after retentions and address every customer on a personal basis. However, for large corporations who cater to millions of consumers with telecom, IT, insurance and other services, managing a separate retentions department could be an extra cost and added burden to the corporation.
With so many choices available today, it does not even take a fraction of a second for your customer to switch to another service provider. The Team Matrix is an expert to manage your customer retention with our experienced professionals to provide high quality customer service. With our unique (AER) strategy (Address - Empathize - Resolve), you can be assured to have over 90% unhappy customers forget the past and get back to your services with new expectations. Your customers are more likely to stay loyal for that “extra support” that everyone seeks from a service provider.

Sales Lead Qualification

Do you think the ROI on the leads you pay for every month is not as much as you expected? Have you calculated your averages of leads turning into sales? Do you think there is a gap between the leads and the sales process working efficiently?

If your answer to these questions is ‘Yes’, then you definitely want to check on The Team Matrix Sales Lead Qualification and Lead generation services. We not only can create leads and lead databases of potentials for you, but can also filter the leads as per the different requirements of different product and services you deal into.

Though we all would love to have everyone in the world as our customer, but we also know that every product has a special and specific target audience who may need and eventually buy the product depending on several factors such as current financial stature, age, sex, profession, geographical location, exposure to technology and many more.

To be able to figure out the type of lead (customer), a better sales lead qualification approach is required so that the process is streamlined and you focus most on Definite customers who are more likely to buy.

EVS lead categories -:
  • Potential
  • Prospect
  • Definite
It’s the years of observation and understanding that has helped us come up with this unique and proven strategy to boost sales lead process across your organization’s sales department. The three categories mentioned above are stages that everyone goes through before committing to become your customer.

There may be thousands of people approaching your business, but not everyone enters the sales qualification funnel. People who first of all qualify to be a user of your product/service come under the Potential category; for an example, if you sell broadband phones, consumers that already use broadband internet services would be your potentials, and every potential cannot be called and risked the resources for.

Going further, Prospects would be the ones who fall under the next refined category, may be people who can afford your broadband phone, who are tech savvy and are of young age. Contacting this category would be a useful practice to move onto the final category where you can approach the consumer with all the intentions to close.

Now imagine if you can get leads specific to your product and services categorized as per the EVS sales lead qualification structure, would it not be easy to increase sales efficiently. You can have less skilled, fresh sales people take care of the first category, just to educate the consumers & increase their interest and have the best of your sales force closing on the definite customers. Once this process goes on and forms a cycle, you will experience a never before tenfold rise in your sales and overall returns.

Mail Support

E-mail support has found its way as a main service and support category in itself equally important to voice or chat support. Apart from being cost effective than voice support, e-mails serve a purpose that voice calls never can.

Educating the customer with written documentation eventually helps in creating awareness, empowering and equipping them with data to rely on for self help in future, resulting in reduced number of contacts for the same issue. It helps in increasing the overall customer satisfaction and further reducing your outsourcing costs.

The Team Matrix e-mail Support Services are highly cost effective and designed, keeping your customers, employees and ROI in mind. Equipped with the latest in technology and professed e-mailing staff, you can be assured of the service level agreement being always followed and maintained hundred percent.

The Team Matrix E-mail Support Services -:

  • Technical support through e-mail
  • Customer service enquiries
  • Billing & Finance
  • Order & invoice management
  • Data verification & filtering
After all, better customer service always results in more sales and revenues.

Chat Support

The only advantage chat support feature has over its counterparts such as voice and e-mail support, is the cost effectiveness in comparison to voice support and the quick flow of information between a company and its customers.

As per the nature and different business requirements, companies used to decide whether to have chat support for their customers or not, but in today’s fast paced world where your potential customers may switch to your competition in no time, every company (at least who has online presence) has a chat button added to their website for any user to just click and talk to a chat representative and save on time searching for information.

This way chat support has proved to be a very efficient tool to educate the consumers and provoke or help them to decide to buy or not. Another effective usage of chat support is for after sales service to answer general queries or provide technical / product support to the customers who trusted in your product / services.
  • ITES / BPO / KPO
  • Telecom & Broadcasting
  • FMCG
  • Retail & E-Commerce
  • Healthcare Services
  • Real Estate
The Team Matrix Chat Support Services is serving to several industries for several years now, and has gained vast experience and built rapport with our national & international clientele.

CATI Services

At The Team Matrix, we offer CATI services to our clients worldwide. Our professionals can develop telephone interviewing (often known as computer assisted telephone interviewing services) of yours into a world class customer assistance program. CATI services is the best suited for business research.

As you know, telephonic ownership is the main lifeline of the business organizations whether it is a small scale industry or large scale industry. We aim at minimizing the operational and business risks of offshore CATI state of art infrastructure, cutting edge technology, superior manpower and world class processes.

Why CATI??

We, at The Team Matrix work with our clients to implement any preferred CATI software and our CRM systems are customized in such a way that it can suit your CATI requirements and specifications. We setup an entirely computerized Predictive Dialer Technology enhanced with Quick Dial for greater accuracy and 100% customer experience compliant to our Call Management System.

We have the best technology in the field of CATI interviewing. We also offer a complete compliant system for our clients.

The Team Matrix offerings:

  • Entire time interview process
  • Online reporting
  • Unlimited number of interview questionnaires.
  • Access to database and proper updates
  • Data access for website and server side.
  • Touch tone response recording
  • Professionally recorded Question reminders.
  • Voice response recording.
So, don’t wait… Join hands with us……

Disaster Recovery Services

Disaster recovery refers to a system or a process prepared to recover the technology infrastructure or data which is extremely essential for an organization after a natural or human-induced disaster for business stability of that organization. Since technology has become an important aspect in everybody’s life, today business organizations are much dependent on IT or technology systems to support their business.

Why The Team Matrix

It is being assumed that most of the companies spend 2% - 4% of their IT budget on disaster recovery in an order to incur minimal loss. We at The Team Matrix understand the risk of data loss for a business and hence provide the best possible ways to recover them through our disaster recovery services at a very affordable price. We provide services like online backup solutions, emergency telecom services, use of disc protection facilities, surge protectors and so on.

Under disaster recovery plan various measures to be taken to eradicate any danger for organization. Our team of experts made disaster recovery plans which include replenishment of important data and information or any such IT infrastructure. We also take different steps which can detect and prevent any undesirable event and could restore the system after any disaster. The mechanism used under this plan is verified on a regular interval basis. We take utmost care to prevent and restore your important data at a nominal cost.

Appointment Scheduling

Professional appointment schedulers at The Team Matrix deeply understands the know-how’s of appointment setting and can give a conversion ration of up to 50% (depending upon the quality of leads).

The most important factor that is kept in mind at EVS is the “recall-ability” of the customer. An appointment taken in hurry or with incomplete information may bring an on-call yes from the customer, but when your representative calls them, or reaches at their door step, they simply deny having talked to anybody about your product or service.

Our trained professional callers specialize in leaving an impact on the customer, so that he would remember your company name and product even after a week or maybe a month upon reminding. Selling over the phone requires certain skill-sets which are thoroughly taught during the initial The Team Matrix trainings, including basic soft skills, telephone etiquettes and hardcore sales techniques.

Whether you are a self employed professional or a giant corporation, our appointment scheduling services can bring that momentum in your sales & returns by giving you quality leads and saving your resources at the same time.

Information Verification

Verifying information and details of your customers, employees or potentials could be a time consuming task and could juice out a lot of funds from your annual company budget. Outsourcing such projects can not only save resources in terms of time & money but also can ensure greater quality standards.

The Team Matrix has the experience and required resources to successfully carry out any of your data verification assignments, in time. Already catering to a wide array of national & international industries and corporations, EVS has proven itself to stand out from competition with the trustworthy services & outbound calling solutions.

The widespread global business scenario has increased the demand of efficient and reliable data verification services providers. Businesses operating in multiple countries want to reduce their workload, minimize costs and have their data verified quickly by experts they can blindly trust upon.

The Team Matrix, known for the strict adherence to data protection policies with years of hands on experience in several information verification projects is the number one choice of companies around the world for any data verification requirements.

Soft Lead Generation

Verifying information and details of your customers, employees or potentials could be a time consuming task and could juice out a lot of funds from your annual company budget. Outsourcing such projects can not only save resources in terms of time & money but also can ensure greater quality standards.

The Team Matrix has the experience and required resources to successfully carry out any of your data verification assignments, in time. Already catering to a wide array of national & international industries and corporations, EVS has proven itself to stand out from competition with the trustworthy services & outbound calling solutions.

The widespread global business scenario has increased the demand of efficient and reliable data verification services providers. Businesses operating in multiple countries want to reduce their workload, minimize costs and have their data verified quickly by experts they can blindly trust upon.

The Team Matrix, known for the strict adherence to data protection policies with years of hands on experience in several information verification projects is the number one choice of companies around the world for any data verification requirements.

Telemarketing Services

Telemarketing services by call center telemarketing businesses help get your services or products brought to your potential customer. They consist of numerous call center offerings including telesales, business to business telemarketing, lead generation and virtual assistant services. They are providing more than simply phone calls. Telemarketing Services executes phone surveys for several organizations both large and small.

Businesses may use outbound call centers for numerous reasons aside from simply delivering marketing messages. Business-to-Business sales, also known as B2B sales, focus on businesses and whole sale purchasers to obtain the services for sale through the organization. Business telemarketing can be a totally different variety from the irritating calls you receive that disrupt dinner or a sound sleep. Instead of focusing on individual customers, this kind of telemarketing focuses on companies that have indicated interest in products and services such as the ones you are offering.

Our Telemarketing Call Centers in India combine volume and experience to provide outbound call center services together with the right resolution. At The Team Matrix, we offer a full array of outbound call center services, helping you to get connected to customers, clients in addition to staff in a range of ways. These call centers can easily answer incoming phone calls employing our highest rated interactive voice response (IVR) application which answers calls with no operator. Our outbound contact center Market Research services, monitored by specialists, allow you to discover exactly what buyers would like.

Sales could very well be the most elementary function of outsourced telemarketing. Businesses which concentrate on collection and sales generation may make use of firms that provide outbound telemarketing solutions. Creating qualified sales prospects ought to begin with well designed and well executed interior sales methods. B2B sales opportunity additionally thrives when the organization can produce a specialized line or service which isn't easily accessible to individual customers.

Outbound telemarketing services include making phone calls for creating potential customers, arranging appointments, confirming information and cleansing lists. Outbound telemarketing is a form of direct marketing employed to develop a company and boost all round earnings. Outbound telemarketing is usually an enormously useful tool for your sales force, and employing a professional service to manage it frees up your own employees to concentrate on their core competencies.

Modern day contact centers can appear like the globe's finest balancing act. Each call center provides unique challenges to solve. EVS Outbound Call Centers focus on services producing leads, surveys, collection and telemarketing, mortgage loans, insurance, telecom industry, and so forth.

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