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Ankit Kapoor, Co-founder, AM2PM Support, a customer service outsourcing company, talks about his work in this interaction.
How many startups and MSMEs have adopted the solutions you offer in the last 1 year? How many of them are from non-metro locations?
Ankit - AM2PM empowers various startups, SMEs and MSMEs. In the last year, more than 50 startups and MSMEs have adopted our solutions out of which 50% are early-stage startups. Our USP of providing outsourcing solutions on a unique pay-per-use model for as low as 1 hour per day requirement has excited many startups. We aim to build strategic links for a smooth connection in our clients' communication processes, dedicated to surpassing their expectations at all times. The majority of our clients are from metro cities as of now.
Does your company evolve these solutions, or do you take tech assistance from other organisations ?
Ankit - Being a service provider, we don't require any product to manage our clients. In that regard, technology definitely plays a role depending on the type of process our clients want to outsource, and we are flexible to use client's existing setup, or we have our own tie-ups with the related technology vendors. For e.g., to handle a call process outsourced to us we use cloud telephony setup to manage the process (calls), and to handle the chat process we have chat vendors partnered with us.
How are the techs associated with these solutions evolving? How do your clients keep updated with the evolving technologies?
Ankit - We operate on a model wherein technology plays a significant role and to cater to our clients, we have affiliate partners from different industries like cloud telephony, ticketing tools, and chat. However, we are flexible enough and also use the tools our clients prefer. We are also in the middle of developing our own product wherein all these tools will be integrated together to provide a good experience to clients.
What is the business growth graph of your clients after adopting these solutions in the last 1 year? Give figures, statistics, charts etc.
Ankit - We have noticed notable quality improvement ever since these solutions were adopted, leading to a satisfied customer percentage increase of 15-20%. Moreover, outsourcing of feedback calls by some clients has led to more customer engagement leading to maintaining a cordial relationship amongst ourselves. Similarly, sales have also grown by approx. 20-25%.
In terms of hiring and training, our clients have been able to save up a large chunk of costs that were incurred earlier due to re-hiring and training. Management cost has gone down by 10-15% while infrastructure cost for major of our clients has seen a phenomenal reduction by 60%.
More importantly, the client response time has improved from 40 minutes to 10 minutes for some companies after outsourcing their support services.