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Most consumer product and trading companies in India host a ‘1-800’ toll free line as well as web-site which are used to support the marketing, customer engagement, order taking and brand building efforts of the company. Some of the companies manage such customer communication channels ‘in-house’ and the others have outsourced them to suitable partners.

With an increase in customer awareness and with more competitors getting into the Indian market, effective customer engagement and support have become key elements for any consumer goods company. The challenge arises when these elements have to be managed within minimum cost.


ATS Services has over twelve years of experience in customer engagement that comprises of sourcing of new products, cross-selling to existing customers and customer support. We propose to assist your company in the above efforts, particularly the following activities, which are executed through the toll free line and the company website:


1.Inbound call management - handling of calls that land on the 1-800 toll free number for:

  • Product enquiry and order booking
  • Customer feedback about  his/her buying experience and product
  • Customer complaints & enquiries

2.Outbound calls – handling the following typical situations:

  • Enquiry and information gathering from store managers about customer requests, queries and complaints.
  • Assisting store managers with product information etc.
  • customer feedback.

3.Order booking and tracking for orders placed by customers, either on the toll-free or the web-site.

4.Online customer support through chat or email.


We are confident of being able to add significant value to your business through strengths that include:

  • Understanding of retail customer behavior and consumption patterns.
  • Domain knowledge on high value and sophisticated customer engagement
  • Capability to hire, train and retain high quality associates.
  • Our understanding of technology and the internet channel.
  • Capability to use analytical tools to derive customer insights, as well as support operational excellence.

Case Studies

  • Setup Pan-India centralized operations for tele-sales of Insurance products

    Business Challenge: A leading credit card company wanted to cross sell life/non-life insurance and other fee based products to its existing customer. It was a new initiative for the period when it was thought (2002-03) and the biggest challenge was closing the sale which involved collection of certain documents from the customers.

  • Winning back customers leading to better persistency

    Business Requirement: Our client, a leading midsized Insurance company, assigned us to design and manage a renewal campaign for lapsed policies, covering a customer base of approximately 300,000. Timeline was a key constraint as the client wanted to assess a meaningful impact in 45 days.

  • Forecasting losses aided better management and recovery

    Business Requirement: Our client, a mid-sized Private Bank was incurring high credit losses in their loan portfolio. The management was unable to predict the monthly loss run rate and ascertain which segments within the overall portfolio were likely to contribute to disproportionately higher losses.



  • We started working with ATS Services in the year 2003. ATS Services worked with the SBI cards team to pioneer an industry leading online verification process that became the bedrock of our expansion and growth plans. During the course of engagement we launched many products and initiated many processes at ATS Services. The company maintained the consistency in results that was appreciated and acknowledged all throughout the region. The ...

    Paramdeep Singh
    Vice President
    Insurance, SBI Cards
  • We have worked on two projects with ATS Services in our technology area. The first consulting assignment comprised of an evaluation of our core system requirements and recommending the best system based on our need. A joint team of ATS Services and our employees developed an RFP, responses were reviewed and detailed technical and commercial discussions were held with the three most competitive quotes. ATS Services worked with us on clos...

    Sharad Agarwal
    Chief Technology Officer
    Religare Finvest
  • Our association with ATS Services goes back many years. Soon after we commenced business, we invited ATS Services to work with us to select and purchase an appropriate Loan system for our needs. ATS Services brought in the technical expertise and experience to assess available Loan Systems and identify the key functionality that we required. They worked with us to design an appropriate RFP, which was circulated to the top three loan sy...

    Kavi Arora
    Managing Director & CEO
    Religare Finvest Limited