Voice & Non-Voice Back Office Appointment Setting
CUSTOMER EXPERIENCE • BUSINESS SUPPORT

Build Your Customer Experience With a Partner, Not Just a Vendor.

Starting a customer experience operation from scratch can be difficult. Telecord helps early-stage and growing businesses design the journey, build the process and operate support without requiring a mature setup from day one.

Talk to Telecord Explore Our Services
BUILT FOR BUSINESSES THAT ARE STILL BUILDING

You do not need a finished CX process before speaking to us.

Many new and growing businesses need stronger customer support before every process, SOP, quality framework and reporting structure is fully built. Telecord can help create that operating foundation with you.

01
Understand the journey

Map customer needs, contact reasons, channels and service expectations.

02
Build the operating process

Create workflows, SOPs, escalation paths, quality standards and training.

03
Launch a small dedicated team

Start with controlled capacity instead of overbuilding before demand is proven.

04
Measure and improve

Use operational and customer KPIs, quality findings and RCA to improve the journey.

WHAT WE DO

Omnichannel support built around your process.

We support customer journeys across communication channels and the operational work behind them.

01

Voice Customer Support

Inbound and outbound support aligned to workflows, escalation paths and brand standards.

02

Email & Chat Support

Structured digital support designed around response time, resolution quality and customer satisfaction.

03

Back-Office Operations

Reliable support for recurring workflows, case management, updates, audits and administration.

04

Appointment Setting

Professional scheduling and follow-up support for enquiries, bookings and customer appointments.

DELIVERY CAPABILITY

Operational discipline without enterprise complexity.

24/7 DELIVERY

Coverage aligned to requirements

Operations can run around the clock from Mumbai based on the client’s service window.

LANGUAGES

English • Hindi • Marathi

Language support is aligned to the customer journey and process requirement.

DELIVERY MODEL

Dedicated delivery setup

Defined workflows, training, quality controls, governance and structured operational updates.

PERFORMANCE & QUALITY

Measure what matters to the customer journey.

We tailor KPIs to the process, then use them to understand customer outcomes, service quality and operating efficiency.

First Contact Resolution (FCR) Customer Satisfaction (CSAT) Net Promoter Score (NPS) Service Level (SLA) Average Handle Time (AHT) First Response Time Quality Score Reopen / Repeat Contact Rate Customer Effort Score (CES) Shrinkage / Productivity

Operational governance can include

  • Performance and queue management
  • Daily quality audits and weekly operational updates
  • Escalation management and root-cause analysis (RCA)
  • Quality dashboards and customized audit forms
  • KPI-impact analysis and change recommendations
  • Application of Lean Six Sigma methods where relevant to process improvement
WHY TELECORD

Build the foundation first. Then scale what works.

Start with a small dedicated pilot team, build the right operating controls, and scale when the process and demand are ready.

Build-With-You ApproachWe can help shape workflows, controls and service standards instead of requiring a finished process.
15+ Years of Operational ExperienceCustomer-service and contact-centre experience applied to practical delivery decisions.
Transparent PerformanceClear KPIs, quality governance, operational reporting, RCA and escalation practices.
Designed for Growing TeamsControlled pilots first; capacity expands when performance and demand justify it.
PROCESS & CRM PLATFORM READINESS

Built to work within the systems your business already uses.

Telecord can adapt workflows, SOPs, quality controls, escalation paths and reporting around a client's CRM and service environment. For growing businesses, we can also help define the operating requirements before the process is fully mature.

Widely used CRM and customer-service platforms include:

Salesforce Microsoft Dynamics 365 HubSpot CRM Zoho CRM Oracle Fusion Cloud CX SAP Customer Experience ServiceNow CSM Zendesk Freshworks / Freshdesk Creatio

Platform names are shown as examples of commonly used CRM and customer-service ecosystems. They do not imply a vendor partnership or certification. Telecord's operating model can be adapted to the client's existing technology stack and process requirements.

ABOUT TELECORD

Customer experience built with operational discipline.

Telecord Business Services is a Mumbai-based customer experience and business process services company built on more than 15 years of contact-centre and customer-service operational experience.

We support early-stage and growing businesses across voice, email, chat and back-office workflows through a dedicated delivery setup, with 24/7 capability based on client requirements.

LET'S TALK

Building or scaling customer operations?

Tell us where you are today. We can discuss the customer journey, process, pilot structure and the next practical step.

sales@telecord.in Mumbai, India telecord.in