Call2Connect

Call2Connect is an IT-enabled services company in India that runs outsourced contact centres for brands. Its centres sit in Mumbai, Virar and Bangalore, and it handles work for both Indian and international clients.

What Call2Connect does

• Inbound customer care: call handling with skills-based routing, including support in several languages.
• Outbound calling: campaigns to upsell and cross-sell a client's products.
• Chat and email support: written customer care alongside voice.
• Card programme management: handling of credit, debit and prepaid card programmes.
• Knowledge and quality management: building and updating FAQ knowledge bases, quality checks and custom management reports.

Customers and markets

The company serves brands needing large-scale, round-the-clock support, for domestic and international work.

Key facts

• Based in: Mumbai, India, with centres in Virar and Bangalore
• Capacity: more than 2,000 workstations across India
• Technology: Ericsson MD110 and Solidus eCare installations, and a Linux-based C-Zentrix dialler with IVR and voice logging
• Security: staff sign non-disclosure agreements; VPN links, encryption devices and firewalls protect client data