HANSA DIRECT - CUSTOMER EXPERIENCE CENTRE

Hansa Direct – a part of Hansa Customer Equity , is a one-of-a-kind Customer Relationship Centre (CRC) backed by specialists across data, analytics, martech and digital. The core focus of services here is helping a customer build a lifelong relationship with a brand and not just for addressing one-off issues or complaints.

At Hansa Direct, a customer interaction does not end with the completion of a call or closing of a chat. This is, instead, the start of a personalised omni-channel engagement journey that ensures a seamless customer experience. Highly trained ‘Customer Experience Agents’ at Hansa Direct covers a majority of customer touchpoints to promise superior CX thereby assuring a better ROI and analysis of effectiveness related to customer-centricity initiatives. Hansa Direct’s endeavour is to build a long-lasting connect between a brand and it’s customers at every touch point and with every interaction, create an experience for them. 

Customer Engagement Services at Hansa Direct are supported by data & analytics derived from the customer’s behaviour while interacting with any given brand – Right from inquiry, purchase, and digital conversations to delivering customer service post-sales. Unlike traditional contact centres, Hansa Direct is also outfitted to deliver 24×7, multi-lingual support, and end-to-end customer experience management.

We are constantly evolving with the needs, and the expectations of the customer by providing resolutions within the defined TAT. Further, through our Interaction Analytics or Call Centre Analytics, we help identify best practices, measure performances, identify existing gaps in coaching, and guide agents in near real-time to provide the best possible customer experience. By applying analytics to the rich resource of structured and unstructured data, we create processes that help agents to be more effective, efficient and engaging.

KEY OFFERINGS

Inbound Management

Outbound Management

Interactive Voice Response

SMS Campaign Management

Email Management

On-Site Service Management

Customer Acquisition & Lead Management

Brand reputation management

Revenue Generation

Win Back Lapsed Customers

Turning customer scores into powerful insights

OUR cUSTOMER rELATIONSHIP CENTRE HIGHLIGHTS

50+ Processes
8 Lacs Inbound Calls
58 Lacs Outbound Calls
2 Lacs Social Interactions
6+ Channels of Interaction
10 +
Languages
3
Locations
500+
Employees

HANSA DIRECT CUSTOMER ENGAGEMENT CAPABILITIES

What distinguishes Hansa Direct from traditional call centres is our approach which is comprehensive, scalable and intelligence-driven. We conduct an in-depth analysis of past interactions and ensure future interactions are well-mapped to results. This allows us to support any customers better and satisfy their complaints and grievances thereby optimising customer service costs and increasing returns on your post-sales investment.

FROM TRANSACTIONAL MARKETING TO RELATIONSHIP MARKETING

WHY HANSA DIRECT
FOR CUSTOMER ENGAGEMENT?

USE CASES- DELIVERING VALUE ACROSS BUSINESSES

Large Automotive

Conceptualizing, implementing and operationalizing CRM program across all dealership and customer network

Large Retailer

Managing one of the most successful loyalty programs across 1200+ stores across retailer and franchisee networks

Leading Bank

Managing omnichannel customer engagement program for a leading private sector bank

Leading Two - Wheeler

CRM for a two wheeler client from acquisition to after-service

Large OTA

Campaign management for leading OTA across flights, hotels and bookings

Financial Service Group

Analytics CoE for a leading financial services organization across - insurance, mutual fund, wealth management

Leading DTH Provider

Customer value management for the largest DTH provider in India

Reach out to hansa Direct

Office address:
5th floor A wing Reliable Tech Park, Gavate Wadi, MIDC, Airoli, Navi Mumbai, Maharashtra 400708

Registered Office :
Plot No.12, Old No.14, New No.19, Wheatcrofts Road Nungambakkam, Chennai TN 600034 IN

CIN:
U74900TN2009PTC072651

Email ID:
harish.t@hansadirect.com

Contact person:
Harish T.

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