Frequently Asked Questions (FAQs)
1. How do you ensure high-quality support?
We maintain strict quality standards through standardized training, regular performance evaluations, and quality audits. Our supervisors and QA team monitor interactions to ensure that every customer receives consistent, empathetic, and effective support.
2. Do you support regional languages?
Yes, we provide multilingual support, including major regional Indian languages along with English. This allows us to offer personalized experiences that cater to diverse customer bases.
3. What tools and technology do you use?
We work with industry-leading CRM platforms, ticketing systems, and communication tools (such as Zendesk, Freshdesk, Salesforce, Dialer systems, and chat platforms). We also adapt to client-preferred tools, ensuring seamless integration.
4. Can you handle both voice and non-voice processes?
Absolutely. Our team is experienced in both voice (inbound/outbound calls) and non-voice support (chat, email, social media, and back-office), ensuring comprehensive customer lifecycle management.
5. How do you train your team on client processes?
We collaborate with clients to develop tailored training modules. Every agent undergoes product/process training, role-plays, and mock sessions before going live, ensuring they understand the brand’s tone, policies, and customer expectations.
6. What industries do you specialize in?
ZTS Solutions has expertise across e-commerce, IT services, healthcare, finance, travel, and telecom. Our adaptable model allows us to quickly onboard and scale for other industries as well.
7. How do you measure success?
We track key metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score), AHT (Average Handle Time), FCR (First Call Resolution), and SLA adherence. Regular reports are shared with clients to maintain transparency.
8. Can you scale operations if my business grows?
Yes, scalability is one of our strengths. Whether you need a small pilot team or a large-scale operation, we provide flexible staffing and infrastructure to match your growth.
9. Do you offer 24/7 customer support?
Yes, we can operate on 24/7 shifts based on your business requirements, covering multiple time zones to provide global customer support.
10. What sets ZTS Solutions apart from other BPOs?
We combine experienced leadership, proven team management, and a client-first culture. With our focus on quality, adaptability, and cost-effectiveness, we aim to be more than a vendor – we act as an extension of your brand.
