Gandalf Services is a full-service customer engagement Centre that provides Inbound, Outbound, Back office and Consulting Services for outsourced environments.
Our Mission is to help companies grow their operations quickly and intelligently by leveraging our efficient and cost effective workforce based in India.
No matter what the business, the customer is always at the core. There are several organic and inorganic ways to acquire customers today. With that significant investment made, it is important to keep them happy in all their dealings with your company. Customer impact reports suggest that more than 60% of customers will switch suppliers due to poor customer service. Competition is massive and retaining customers is imperative.
At Gandalf Services, we train everyone to “go for more” when they interact with customers. That is why every single employee of the organization goes through a customer and cultural sensitization training. Whether it’s an inbound interaction or an outbound call, we are always sensitive and compassionate about the customers’ situation and state of mind. We go out of your way to make the customer feel comfortable. “Under-promise, Over-deliver” is our mantra.
With a knack for critical metrics like AHT, C SAT, Service levels etc, the wizards at Gandalf Services are competent in providing the following services:
Soft Upsell and Cross sell
Product information services
Directory inquiry services
Gandalf services team has extensive experience in managing outbound campaigns, specifically telemarketing for controlled circulation business, having managed multiple publications over more than 10 BPA cycles. Our outbound services include:
Telemarketing for controlled circulation business
Back Office Support
In most companies, a lot of the critical work happens behind the scenes, in the back office. These processes form the basis for the eventual customer and product experience. Our wizards are equipped to manage your back office work; a lot of which can also happen during off hours and holidays, thanks to the India time advantage, therefore increasing efficiency. We work tirelessly with your onshore teams to improve results and use technology to better accuracy and output. Some of the services we provide are:
The senior team members at Gandalf have spent many years starting and building offshore businesses. They are passionate about making businesses profitable, project managing to move processes offshore seamlessly, and help manage your existing vendors. Our consulting services:
- Vendor Management Practice – Gandalf Services can help you manage your offshore vendors. We have a very robust vendor management charter that has taken years to evolve, which can seamlessly fit into your business planning and deliverables. This saves you the effort of hiring full time resources to manage your vendors and often spending significantly on travel expenses etc. We provide a near shore solution, which is project based and result oriented.
- Project Management/Transition practice – Right from the “as-is, to-be” mapping to project managing the entire knowledge transfer and IT/resource deployment to your offshore location, Gandalf team can help you achieve your goals seamlessly and within timelines. We can adapt to any standard toolkits/documentation templates you use or we can use our own. We can engage with your teams right up-to the phase where we handover the project to operations post stabilization, or help up-to the “go live” phase. All of this is backed by a signed NDA that completely protects your business interests.
- Customer lifecycle management practice – Our team at Gandalf Services works with your team to understand your end-customer journey; and helps optimize it. Coupled with the right product, the customer experience can be enhanced by plugging in touch-point gaps, deploying technology to increase efficiency, and identifying “real” customer pain points with thorough analytics. The Gandalf services team is equipped to manage these gaps and help fine-tune or start off the customer delight journey for you.
What People Are Saying
“We have now been using Gandalf for over one year and in that time we have found them to be a very reliable business partner. Gandalf is a very comprehensive and efficient service provider who answers all of our questions within a very short turn around”
“I have had the pleasure of working with Gandalf for a number of years and go back the better part of a decade with the ownership/management team. Their attention to detail in relation to the goals and nuances of the markets we serve is an extremely valuable asset. The steady stream of communication with our partnership ensures that there are no surprises on reaching the stated goals. Their pricing is very competitive.”
“The team at Gandalf Services has been managing our customer service volume for some time now. Their speed of execution is great and the team is highly professional and adaptable. They are the partner of choice for us as we continue to expand and scale our businesses”
“We have worked with Gandalf for some time now and we find them cost efficient, data focused and responsive. The Gandalf team now seems like a seamless extension of our own team. As Coding Ninja crosses more milestones in the education space, we hope to expand further with Gandalf in the future.“
007, 4th floor, Smartworks,
Time Square building.
B Block Sushant lok 1. Gurgaon, Haryana, India 122009
+91 97115 20650