Customer Service
Multi-channel (phone, email, live chat) and multi-lingual customer service outsourcing.
KServe BPO and NASSCOM Engage in Strategic Collaboration to Drive Innovation and Future Digital Growth
Experience, scale and measurable outcomes that drive customer experience and business performance.
India
USA
UK
UAE
Middle East, South-East Asia & many more.
Certified by Intertek for internationally recognised information security management standards.
Multi-channel (phone, email, live chat) and multi-lingual customer service outsourcing.
We manage your contact lists, make cold calls and qualify leads for your sales team.
We work with you wherever you are in your transformation journey to combine our expertise.
Sales enquiry management, order management, reselling, upsells, cross-sales, and closing.
Our range of back office services ensure faster turnaround times and high accuracy.
We fill your talent gaps at any project stage by bringing expert skills to power your vision.
We run customer-facing and back-office operations for ten industries. Each engagement starts with your customer journey, then we build the team, the process and the reporting around it.
Sales enquiry handling, service booking and after-sales support for dealerships.
Collections, KYC, onboarding and policy servicing for banks and insurers.
Order tracking, returns handling and pre-sales support for online stores.
Enquiry handling, counselling support and admission follow-up for institutions.
Billing queries, service requests and customer care for utility providers.
Patient scheduling, claims support and compliant back-office operations.
Order processing, dealer support and back-office operations for manufacturers.
Subscriber support, content operations and back-office work for media businesses.
Lead generation, customer service and campaign support for developers and brokers.
Order support, up-selling and customer care across every retail channel.
Premium real estate developers in India invest heavily in digital marketing campaigns across multiple projects to generate leads. However, converting digital leads into actual property site visits, the critical pre-sales milestone remained a persistent challenge.
Assembled a dedicated, experienced team with specialised training on real estate sales conversations. Designed and implemented structured calling processes with defined churning logics and call flows for both inbound and outbound scenarios.
Read full case studyCustomers lacked a centralized contact point to get assistance with ticket pricing, operating hours, activities, terms and conditions, and other queries. Event pre-bookings also required customers to visit the outlet in person, creating inconvenience.
KServe implemented a dedicated customer support service, enabling customers to resolve queries through a single phone call. The team assists with ticket information, event pre-bookings, cancellations, payment deductions, and refund-related concerns. It also coordinates with Client's outlets to manage lost-and-found enquiries for items such as lunchboxes, water bottles, bags, wallets, and ID cards.
Read full case studyThe client is a ticketing and event discovery platform offering multiple types of events. As a growing platform, it faced challenges in scaling and streamlining customer service while managing a high volume of user queries and escalations. The need was to provide consistent support across different stages of the customer and event journey.
KServe deployed a dedicated customer service team comprising experienced agents trained to handle complex queries and escalations. The team was trained across the end-to-end event journey to manage different customer scenarios effectively. A structured process with defined guidelines was implemented, with a strong focus on providing resolutions rather than simply responding to queries. This approach helped ensure consistent service quality, faster issue resolution, and a better overall customer experience.
Read full case studyCustomers lacked a centralized contact point to resolve queries related to ticket pricing, operating hours, activities, and terms and conditions. They also had to visit the outlet in person to make advance bookings for major events, creating inconvenience and delays.
KServe established a dedicated customer support channel, enabling customers to resolve queries through a single phone call and make advance event bookings. Additional support includes ticket cancellations, payment deduction concerns, and refund-related queries, providing customers with convenient and consistent assistance throughout their visit journey.
Read full case studyA popular entertainment and gaming brand in India, offering sports, virtual reality (VR), arcade games, and dining experiences, required a dedicated customer service function to efficiently handle customer queries, capture requirements, and route relevant information to the appropriate teams for timely resolution.
Aligned an experienced team with specialised training in customer service to manage both inbound and outbound interactions. Implemented structured call-handling scripts and defined call flows to effectively manage inquiries, capture accurate customer information, and ensure timely routing of leads to the respective centre teams.
Read full case studyA leading multi-specialty hospital network operating across Mumbai, with each hospital branch functioning as a separate unit. Its helpline manages general patient enquiries, OPD appointments, emergency transfers and health-checkup scheduling across the city.
KServe implemented a centralized, AI-powered patient support system to streamline communication and improve service delivery across all hospital branches.
Read full case studyManual OPD scheduling and lack of centralized query tracking led to inefficient appointment management, missed follow-ups, delayed responses, and potential revenue loss.
KServe implemented an internal scheduler, automated follow-ups, and centralized query tracking with clear ownership and reminders to improve OPD management, reduce delays, and ensure timely customer responses.
Read full case studyClient required additional support to strengthen its outbound lead-generation activities and expand its reach among prospective customers. Managing the calling process internally required dedicated manpower, consistent follow-ups and ongoing operational monitoring. The client also needed a structured approach to ensure systematic lead engagement, effective qualification and timely capture of customer requirements.
KServe deployed a dedicated team of outbound calling agents to support Client’s sales and lead-generation activities. The team followed a structured calling process that included contacting prospective customers, qualifying leads, conducting timely follow-ups, understanding customer requirements and supporting policy sales. KServe’s operations team provided continuous supervision and process monitoring to maintain adherence to defined calling procedures and service requirements.
Read full case studyTimely analytics and performance reports were not available, resulting in limited visibility into process performance. There was also no dedicated process ownership or structured approach to managing shrinkage and attrition. Additionally, challenges with dialer integration, configuration, campaign setup, and reporting affected overall process efficiency.
KServe established dedicated process ownership with timely MIS and performance reporting to improve operational visibility. Structured shrinkage and attrition management practices were implemented to support workforce stability. KServe also managed dialer integration, configuration, campaign setup, and reporting, enabling smoother operations, better monitoring, and improved process control.
Read full case studyThe client required a scalable outbound calling operation to support its loan sales and lead-generation activities. Managing high-volume customer outreach internally required significant manpower and operational effort. A structured process was also needed for lead qualification, follow-ups, and coordination between customers and branch teams throughout the loan journey.
KServe deployed a dedicated outbound calling team to manage loan lead generation and customer engagement. The team took ownership from lead generation through disbursement, including customer calling, requirement understanding, lead qualification, follow-ups, and branch coordination. Dedicated SPOCs supported both customers and branch teams throughout the process, ensuring clear ownership and timely resolution. The operation followed an “Every Customer Matters” approach, providing consistent engagement and end-to-end customer support.
Read full case studyThe client required a dedicated customer service operation to manage KYC, customer retention, post-card-issuance support, and information updation requests. These activities required trained resources, consistent verification, accurate data capture, and timely customer responses while maintaining process and compliance standards.
KServe deployed a dedicated inbound and outbound customer service team to manage KYC-related interactions, customer queries, retention activities, and post-card-issuance support. The team was trained to understand customer requirements, guide customers through the KYC process, capture and update information accurately, and follow defined compliance procedures. Dedicated operations and quality support was also assigned to monitor call quality, agent productivity, and process adherence, ensuring consistent service delivery
Read full case studyFinding the right resources, managing replacements, and meeting hiring requirements were major challenges, creating a risk of operational disruptions and delays in workforce deployment.
KServe implemented a dedicated recruitment and workforce management process with an active talent pool, structured hiring, faster replacement mechanisms, and trained backup resources. This enabled quick resource deployment and replacement while supporting uninterrupted operations and workforce continuity.
Read full case studyThe client required additional outbound calling capacity to support loan sales and lead-generation activities. The key challenges included maintaining consistent customer outreach, qualifying prospective borrowers, and ensuring timely follow-ups and coordination with branches throughout the loan application journey.
KServe deployed a dedicated outbound calling team to manage loan lead generation and customer engagement. The team followed structured calling scripts and defined process guidelines to understand customer requirements, qualify prospective borrowers, and conduct timely follow-ups. Dedicated SPOCs were assigned to coordinate with customers and branch teams throughout the loan journey, providing end-to-end support until loan disbursement.
Read full case studyManaging continuous calling operations through an in-house team can create challenges in manpower availability, agent productivity, quality monitoring, and maintaining consistent customer engagement. The client required a reliable and scalable calling operation to support ongoing business activities.
KServe established a dedicated outbound calling team to support loan lead generation, customer retention, and welcome calls. The team followed the client's defined calling processes, focusing on systematic customer outreach, lead qualification, and consistent engagement. The long-term engagement also enabled workforce continuity and structured operational management, supporting stable service delivery and ongoing process requirements.
Read full case studyThe client faced challenges managing a high volume of DSA loan applications, making it difficult for Sales Managers to prioritize files and follow up with every customer on time. This resulted in missed customer interactions, delayed processing, and potential business opportunities.
KServe deployed a dedicated DSA support team to manage the customer journey from loan login to disbursement, including customer calling, lead qualification, document follow-ups, and application tracking. This reduced the workload of Sales Managers, allowing them to focus on customer acquisition and new business generation while ensuring timely follow-ups and smoother loan processing.
Read full case studyClient's rapid growth led to increasing customer interactions across calls, emails, and chats, making it difficult for the in-house team to manage volumes efficiently and maintain timely support.
Client's outsourced its customer support operations to a dedicated team managing calls, emails, and chats end-to-end, while its internal team focused on monitoring, quality oversight, and core business activities.
Read full case studyA comprehensive financial platform that empowers investors with a diverse range of fixed-income investment opportunities faced challenges in effectively engaging and converting a large volume of digital leads through consistent and timely follow-ups.
Assembled a dedicated, experienced team with specialised training in customer engagement and sales conversations. Designed and implemented structured outbound calling processes with defined lead-churning logic and scenario-based call flows to ensure systematic lead follow-ups, improve engagement, and maximise conversion opportunities.
Read full case studyA digital platform designed for India’s pharmaceutical supply chain, offering purchase optimization tools for streamlined B2B transactions, simplified credit access for pharmacy distributors, and integrated payment solutions, faced a persistent challenge in converting distributor interest into successful platform onboarding.
Assembled a dedicated, experienced team with specialized training in sales conversations and distributor engagement. Designed and implemented structured outbound calling processes with defined lead-churning logic and scenario-based call flows.
Read full case studyAn RBI-registered digital lender in India that provides collateral-free business loans to Micro, Small, and Medium Enterprises (MSMEs) required a dedicated collections team to ensure effective follow-ups and achieve 100% resolution of assigned cases.
Assembled a dedicated and experienced team with specialized training in collections and customer engagement. Designed and implemented structured calling processes with defined lead-churning logic and scenario-based call flows to ensure systematic follow-ups, improve customer engagement, and maximize resolution rates.
Read full case studyThe client was generating franchise leads through digital and affiliate marketing campaigns across multiple projects but faced challenges in streamlining the pre-sales qualification process. Leads were being passed to sales managers without sufficient pre-qualification, making it difficult to assess customer interest, investment potential, and requirements before a sales visit.
KServe established a dedicated contact center team trained on a structured lead-generation and qualification script. The team implemented priority-based dialing strategies and multiple data-calling logics to systematically engage and qualify prospects. A structured process flow was designed to minimize errors and ensure consistent lead handling. The team also focused on key high-potential and growing cities to identify prospects with stronger franchise investment potential, enabling sales managers to receive better-qualified leads for further conversion.
Read full case studyA premium coaching institute for management entrance examinations operating PAN India runs multiple digital marketing campaigns across locations to generate leads, supported by an inbound enquiry management process. However, converting these leads into successfully scheduled counselling sessions remained a persistent challenge.
Aligned an experienced team with specialised training in lead generation and customer service to manage both inbound and outbound interactions. Implemented structured lead-handling and follow-up processes to qualify enquiries, schedule counselling sessions, and efficiently route scheduled leads to the respective centres and online education advisors.
Read full case studyA global industrial equipment manufacturer required a dedicated customer service function to efficiently manage sales-related enquiries, capture customer requirements, and route service requests to the appropriate teams. Handling diverse product queries across compressors, vacuum solutions, generators, pumps, power tools, and assembly equipment required specialized product knowledge and a structured approach to customer interactions.
KServe deployed an experienced customer service team with specialized product and service training to manage inbound customer interactions. Structured inbound and outbound calling scripts were developed, along with scenario-based call dispositions to ensure consistent query handling and accurate information capture. KServe also established dialer logic and Average Handle Time (AHT) benchmarks tailored to different customer interaction scenarios, enabling systematic call management, efficient request routing, and consistent service delivery.
Read full case studyThe client experienced a high volume of customer enquiries, with 262 cases, of which 192 (73%) were related to order status, refunds, and tracking. This indicated a significant demand for post-purchase support, highlighting opportunities to improve proactive communication, order updates, and self-service options.
KServe monitored enquiry trends and focused on improving the handling of post-purchase customer interactions. While order, refund, and tracking enquiries increased marginally from 192 to 194, total enquiries rose from 262 to 299. As a result, the share of these enquiries decreased from 73% to 65%, indicating a more balanced distribution of customer support needs. E-commerce feedback enquiries remained stable at 5 cases.
Read full case studyThe client initially struggled to meet its 90% SLA target, with performance dropping to 82%. This indicated delays in meeting service commitments and a need for improved process adherence and turnaround time.
KServe focused on improving process adherence, monitoring service performance, and strengthening turnaround time management. SLA performance improved from 82% to 86%, eventually reaching 96%, exceeding the 90% target and demonstrating improved operational efficiency.
Read full case studyThe client initially experienced a significant SLA gap, with performance declining from 95% to 80%. This indicated inconsistency in meeting defined service-level commitments and highlighted the need for stronger process control and SLA adherence.
KServe strengthened process monitoring, SLA tracking, and adherence mechanisms to improve service performance. SLA steadily improved from 80% to 85% and then 89%. While the performance remained slightly below the 95% target, the consistent upward trend demonstrated improved process control, turnaround time, and SLA adherence.
Read full case studyThe client’s legacy IT environment was limiting scalability and growth, while limited in-house expertise made it challenging to manage and migrate SAP/SF workloads. The client required specialized operational support to improve process efficiency and scalability.
KServe deployed a dedicated back-office team trained to manage operational activities such as email communication, letter drafting, documentation, and other process-related tasks. The team also supported 15% calling activities through a defined communication channel, with structured processes and clear responsibilities to ensure consistent and efficient operations.
Read full case studyIndia’s largest developer of industrial and logistics real estate required a dedicated customer service function to efficiently manage customer inquiries received through calls, emails, and digital platforms. The key challenge was to accurately capture customer requirements and ensure timely routing of requests to the appropriate teams.
Assembled a dedicated, experienced team with specialised training in real estate sales and customer service conversations. Designed and implemented structured calling and customer engagement processes with defined lead-churning logic and scenario-based call flows for both inbound and outbound interactions, enabling effective enquiry management and seamless routing of customer requirements to the respective teams.
Read full case studyA popular Indian ice cream brand with a widespread presence across India, supported by thousands of retail touchpoints and flagship parlours, required a dedicated customer service function to efficiently handle customer queries and complaints through calls and emails, capture relevant customer information, and route service requests to the appropriate teams.
Assembled an experienced team with specialized product and customer service training to manage inbound customer interactions. Designed and implemented structured inbound call scripts and scenario-based email templates to enable effective enquiry and complaint management, accurate information capture, and timely routing of service requests to the respective teams.
Read full case study
