ABOUT
SupportMart is a global services provider, offering multi support services to various partners and end consumers, we design, transform, and run intelligent business operations including those that are complex and specific to a set of chosen industries. For Over 5 years, customers of our clients have trusted SupportMart to deliver solutions services that have helped them do and achieve more.
With multi-domain facet Supportmart elevates the benefits which end consumers and organizations derive from their digital involvements. With laser sharp focus to deliver “WOW” customer experience we focus on maintaining and expanding customer base and customer experience.
Our Foremost Growth Platforms –
SupportMart (BPO Services, HQ - NY,USA)
CRM Solutions (Software Services, HQ - GGN, India)
Universal Console (Managed IT Services, HQ - NY, USA)
Global Footprint
Our Offices90 Park Avenue, 17th Floor, New York City,New York, 10016United States of America.
4900 California Avenue , Tower B , 2nd Floor Bakersfield, CA 93309United States of America.
Level 7, Phillip St., Parramatta, NSW, 2145Australia
30, Udyog Vihar, Phase – I, GurgaonHaryana, 122016India
What We OfferPrivately held, financially sustainable company
Strong global leadership
Vast international experience catering to multiple countries
Multiple site for seamless operations.
Effective systems and processes
Scale-able, Robust and World-Class infrastructure
Employee commitment and high integrity workplace
PCI Compliant and ISO Certified
Business process outsourcing solutions
Structured Engagement Approach
Planning• Contract Finalization• Kick off Meeting• Define Client Requirements• Define Communication and
Transition Plan• Define Software / Hardware
requirements• Define Project Scheduling.
Transition• Process Evaluation As is• Readiness Checklist• Gap Analysis• Prepare and signoff Detailed Transfer
Plan• Deploy Hardware / Software• Knowledge Transfer / Operations
Documents• Hiring / Training• Define Baseline SLA’s• Soft Launch – Track Progress• Post Transfer Support
Go Live• Operational Reporting• Track Baseline Metrics• Steering Committee• On Going Training
Performance Management
Plan•Goal Setting•Expectation Commitment
Monitor•Live Monitoring•QA Audit by Supervisor
•QA Audits by QA Team
Develop•One-On-One Coaching
•Performance Discussion Sessions
•Side by Side Coaching
Performance Summary•Analyse Performance for TNA
•Analyse Data for Business Intelligence
Performance Recognition•Rewards & Recognition
•Content & Leadership Training
Quality Assurance
All Calls / Chats
Digitally Recorded
Interactions Audited by QA team
Min 3 Audit / Agent
Six Sigma Approach to
Process Improveme
nt
Benefits of Monitoring System
Clients gain third-party unbiased expert perspective.Understand customer behaviour and market insight.
Enhance customer interaction experience.Customer feedback makes you future ready.
Technology Support Network
24 / 7 Support
Desktop Support
Network Admin
Telecom Admin
Data Analytics
CTI Admin
Database Admin
Application Development &
Reporting
Why Choose US
We DeliverTo Your Customers
• Personal Engagement• Responsive Behaviour• Relevant Information• Timely information• Recognition
You Get Value
• Great people• Robust infrastructure• Competitive price• Trusted advisor
partnership model• Deep industry
experience• Project management
model
You Get Accountability
• Live Monitoring• Superior Reporting• QA calibrated with
client inputs• Service level contract• Industry recognised
dedicated QA process• Dedicated Trainers
You Get Dependability
• Disaster avoidance model
• Full daily backups and off site client data storage
• Password Security and 24 hour live video
• Call recordings