Customer Experience
Customer Experience Solutions
Provalus offers tailor-made customer experience solutions that play a vital role in aiding organizations to effectively support their customers and increase revenue.
Service Offerings
Business Process Outsourcing
- Data Entry
- Order Processing &
- Shipment Tracking
- Inventory Management
- Back Office Administration
- Dispatch & Scheduling
Omnichannel Customer Experience
- 24x7x365 Omnichannel
- VIP Support
- Complex Claim Processing
- Fraud Operations
- Customer Success
- Billing Support
Inside
Sales
- Inbound and Outbound
- Omnichannel B2B &
- B2C Sales
- Cross-Selling and Upselling
- Lead Generation
- Appointment Setting
- Sales Support and
- Follow-up
Technical
Support
- Technical Product Support
- Mobile Application Support
- Onboarding/Offboarding
- Dedicated Help Desk
- for Contact Center
- SaaS Support
Experience the Difference
Work Performed in our Rural CoEs
Dedicated & Customized Teams
ABOVE AVERAGE
INDUSTRY RETENTIOn
Efficient Teams
leveraging Technology
CUSTOMIZED TRAINING & QUALITY ASSURANCE
Industry-Leading Employee Retention
Provalus has an employee-first culture, which leads to industry-leading retention.
- Top benefits/pay in the region
- A focus on giving back
- Promoting family engagement (STEM programs in local schools)
- Anniversary gifts, employee of the month/year awards
- Monthly social events
- Community Clothing Closet
Provalus average retention is
88-92% after 90 days
Focus on Quality So Your Brand Shines in Every Interaction
Scoring Requirements
Agents are scored on specific requirements that cover greeting, verification, hold management, soft skills, call resolution, and closing.
Targeted Feedback
Using real-time analytics, our Team Leads can identify and provide tailored 1:1 coaching to agents who answer QA questions incorrectly. Ensuring high performers continue taking calls, while low performers receive additional training.
Weekly Client Calibration
Ensures that the QA team and Client are aligned in their understanding and expectations regarding quality standards and performance metrics.
Hypercare
While Provalus’ retention is industry-leading, we further mitigate attrition for our customers through our unique Hypercare Program
- Provalus Hypercare program provides a 10-12% overstaffing of contracted headcount numbers
- Hypercare is complimentary to all engagements in the first 90 days
- For teams of 20+ agents, Hypercare is complimentary for the life of the engagement
Hypercare enables
higher productivity
Over 90%
schedule adherence
Better CSAT, ESAT, QA scores &
SLA achievement
In-Person Training for All Employees
All training is facilitated in person in Provalus’ Smart Classrooms in our SOC2 Compliant CoEs. Clients are encouraged to attend so they may engage and collaborate with our teams.
Through our training program, The Tech Foundry, we thoroughly train each employee for a career in Customer Experience. The Tech Foundry isn’t your typical classroom learning; It is a practical education that provides the hands-on, instructor-led training to kick-start an IT career. We provide fundamental frameworks and classes required to develop skillsets and offer opportunities for continuous advancement.
Client Testimonial
"The entire team from Sales to Delivery is always at the ready to support us, not only support the needs of the business, Provalus delivers in a way that matters and with urgency."
- Director, Customer Service Operations
Fortune 500 Insurance/Tax Company
Customer Experience Case Studies
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