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CX Leader of the Year, Squadstack!
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September 2, 2024
7 mins
The outsourcing industry has recently seen a drastic surge in the number of BPO companies in Pune. This growth is due to the city’s strategic location and the availability of a highly-skilled, educated, and cost-effective workforce that attracted domestic and international BPO companies to Pune. These companies have been empowering businesses with their extensive service offering. Not only do they handle customer support, but also manage sales and marketing processes, ensuring seamless operation, improved efficiency, and boosted ROI.
By integrating cutting-edge technologies and advanced features, BPOs in Pune are streamlining operations and enhancing service delivery. They offer exclusive services to businesses operating in e-commerce, ed-tech, healthcare, BFSI, and many other industries. Despite the abundance of a cost-effective and tech-savvy labor force, traditional BPO companies in Pune face challenges such as extended turnaround times, mediocre agent performance, and insufficient technical resources.
Renowned for its tech-enabled services, SquadStack is one of the most trusted BPO companies in Pune. With more than ten thousand dedicated telecallers, automated workflows, and in-house dialer technology, we are revolutionizing the telesales sales landscape and empowering modern businesses. Our commitment to excellent business growth and unwavering customer experience not only distinguishes us from traditional BPOs in Pune but also earned us the prestigious "CX Leader of the Year" award at the CX Strategy Summit & Awards 2024.
With the increasing number of BPO companies in Pune, businesses often find it challenging to select the ideal partner for their growth. To simplify this process, we've curated a list of prominent BPO companies in Pune, empowering you to make informed decisions.
SquadStack is a tech-powered outsourcing platform most suitable for modern businesses in Pune. In addition to top-notch service quality, our 90% lead connectivity rate, 100K+ daily customer calls, and 300K+ daily omnichannel touchpoints have made us a preferred choice for top companies such as Kotak, Delhivery, Medfin, Bharat Pe, and TATA Digital.
A large pool of ten thousand plus telecallers, an in-house tech stack, and AI-powered tools allow us to offer highly scalable operations. With our AI-powered quality monitoring, we minimize the chances of incorrect qualification with a smart sampling rate of 12% that surpasses industry standards of 1-2%. We leverage human expertise to cross-check the accuracy of AI-generated scores, ensuring the highest quality calls.
Furthermore, our extended support hours, A/B tests, and sales enablements, such as guided scripts and FAQs, ensure improved connectivity, CSAT, and customer experience.
With a significant presence in Pune, Infosys BPM is a leading BPO player. As a subsidiary of Infosys, it uses the parent organization's technological ability to deliver top-notch business processes. It offers customer relationship management, finance and accounting, human resources, and IT support. Infosys stands out from the competition by emphasizing digital transformation, automation, and data-driven insights, which help clients achieve operational excellence and gain an advantage over competitors.
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Wipro's BPO division is a noticeable player in Pune. The organization offers a wide range of services, including customer support, data analytics, and industry-specific solutions. Utilizing its skill as a global IT and consulting giant, Wipro brings a unique blend of technological innovation to its BPO operations. It provides effective, data-driven solutions that promote growth and enhance customer experiences.
HGS is another crucial player in Pune’s BPO industry. Well known for delivering customer experience management and business process outsourcing services, Hinduja Global Solutions leverages modern technology, analytics, and automation to enhance customer interactions and operational efficiency. HGS remains to be a preferred choice for businesses seeking to improve their CX.
A subsidiary of Mahindra Group, Tech Mahindra is a prominent BPO service provider in Pune. It specializes in HR outsourcing, finance, accounting, data management, and supply chain management services. With its headquarters in Pune, the company attracts businesses through its innovative solutions that drive efficiency and create business value.
Pune is home to one of the best BPO companies in the entire country. The BPO division of TCS offers a wide range of call center services, such as customer relationship management, finance and accounting, human resources, and supply chain management. The organization's expertise and profound industry skills make it a favored option for businesses looking to outsource their operations.
Modern business process outsourcing models have emerged to address conventional outsourcing-related drawbacks. Let's get into the core distinctions between SquadStack, Tier-1 BPO companies, and traditional BPOs in Pune:
Among countless BPO companies in Pune, SquadStack emerges as a reliable and trusted outsourcing platform. Let's explore the key differentiators that set SquadStack apart from its Pune-based counterparts.
SquadStack offers a unique pricing approach that significantly impacts cost efficiency. Unlike traditional BPOs that charge based on fixed seat costs, our usage-based model ensures that clients pay only for productive minutes. This eliminates the burden of paying for idle seats, resulting in substantial cost savings.
SquadStack’s agent management platform simplifies the screening and training process. The platform’s rigorous screening process ensures agents with the right skill set and knowledge are hired. Only 2% of the total candidates make it through our assessments and interviews. The agents are then coached through module-based and on-the-job training sessions. Additionally, they are equipped with built-in sales enablements, ensuring 100% agent productivity.
SquadStack leverages speech recognition to transform call recordings into actionable insights. By processing recordings stored on AWS S3, our models generate transcripts that fuel a robust knowledge management system. This system empowers agents with quick access to essential information, enabling them to deliver accurate and efficient solutions. The synergy between speech recognition and knowledge management drives continuous improvement, enhancing agent performance and overall customer experience.
SquadStack empowers businesses with data-driven insights and AI-powered quality analysis. Our robust analytics platform tracks key performance indicators, offering unparalleled visibility into campaign performance. By analyzing call data across multiple parameters, our AI-powered quality monitoring system identifies areas for improvement, driving agent performance and overall customer satisfaction. This enables businesses to make informed decisions, optimize strategies, and achieve growth.
SquadStack employs an omnichannel outreach strategy to maximize lead conversion. By prioritizing leads through a systematic engine and utilizing multiple touchpoints like calls, emails, SMS, WhatsApp, and IVR, we ensure consistent and personalized engagement. Plus, A/B testing optimizes outreach timing and channels, allowing businesses to connect with customers on their preferred platform and time, thereby increasing conversion rates.
SquadStack is an ISO-certified company that employs data security and compliance measures such as data encryption, scrubbing, and purging to safeguard sensitive information. We also offer data masking to ensure customer data is handled responsibly and ethically. Additionally, we actively check and take strict action against agents indulging in fraudulent activities such as misselling.
Due to the city’s skilled workforce, favorable infrastructure, and proximity to Mumbai, Pune has attracted numerous BPO companies. While it's challenging to provide an exact count, there are thousands of BPO companies operating in Pune.
Many BPO companies in Pune offer excellent work opportunities. Some of the renowned names include SquadStack, Infosys, Wipro, HGS, Tech Mahindra, and TCS.
SquadStack leverages AI to enhance its operations by automating tasks, converting recordings into transcriptions, and conducting quality monitoring. This allows SquadStack to provide real-time feedback to agents, improve customer satisfaction, and optimize overall efficiency.
SquadStack's automated feedback loop assists telecallers by providing real-time insights into their performance. It analyzes call recordings to identify areas for improvement, detects customer sentiment during the call, and assesses adherence to scripts. This feedback helps telecallers adjust their approach, improve their communication skills, and enhance overall customer satisfaction.
Our agents go through multiple training videos to understand how the app works, its policies, and guidelines. We provide them with script and video-based product training modules. They are also trained for specific use cases, campaigns, or business requirements.
