Voice Data Recording
Robust solutions capture customer interactions, ensuring quality and compliance.
Explore Limitless Horizons: Embrace Boundless Opportunities!
Established in April 3, 2023, under the leadership of Mr. Amit Sharma & Mr. Keshav Dev, Route 2 Shine is a leading BPO headquartered in Noida, India. In 2024, they joined iLeads Auxiliary Services Pvt. Ltd. as a subsidiary, led by Mr. Ankur Sinha. Committed to excellence, we pledge to refine and elevate our services to new heights, ensuring unparalleled value for our clients. We provide innovative solutions for maximum client satisfaction, with a seasoned management team boasting over 20 years of experience.
Core Values
At ROUTE 2 SHINE, we are committed to excellence, innovation, and building lasting partnerships.
Our Commitment
- We aim for top-notch solutions, ensuring client satisfaction.
- Backed by expertise and software, we deliver measurable outcomes.
- With 20+ years of leadership experience, we bring excellence to every project.
Our Services
- We offer support services for improved bottom lines.
- Our goal: to be India's premier ITES company.
Our Approach
- We exceed expectations with top-quality services.
- We ensure business continuity with robust strategies.
Our Vision
- We aim to be the preferred choice for clients.
- Our dedication sets us apart, building strong relationships.
Performance Metrics
Driving Excellence Through Performance Metrics
Lead Generation / Sale Closure
Efficiently convert inquiries into leads, leveraging expertise in domains like EduTech and banking products.
First Call Resolution
Commitment to high rates of first call resolution for swift problem resolution and customer satisfaction.
Response Time
Priority on prompt responsiveness to minimize wait times and enhance overall customer experience.
Service Level
Adherence to industry-standard SLAs, ensuring timely responses and service excellence.
Quality Assurance
Rigorous measures to ensure service excellence and operational standards adherence.
Customer Feedback
Active collection and analysis to identify improvement areas and exceed customer expectations.
Team & Culture
Our team culture is the cornerstone of our success, enabling us to consistently exceed customer expectations and deliver exceptional results.
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Dynamic Structure
Our call center embraces a dynamic structure fostering collaboration and innovation with diverse, skilled teams.
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Diversity and Inclusion
Celebrating diversity and inclusivity cultivates creativity and innovation for pioneering solutions.
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Collaborative Environment
Our culture promotes teamwork and knowledge sharing, valuing every team member's contribution for superior service.
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Employee Satisfaction
We prioritize employee well-being, creating a supportive environment for personal and professional growth.
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Positive Culture
Fostering creativity, camaraderie, and recognition, our workplace inspires excellence and belonging.
Recruitment Process
Operational Optimization in our organization entails leveraging automation, and continuous improvement to enhance efficiency, minimize risks, and seize growth opportunities through strategic analysis.
Understanding Business Needs
Start with grasping business requirements and creating detailed job descriptions.
Sourcing Candidates
Utilize various methods including recruitment consultants, job portals, internal movements, and referrals.
Candidate Shortlisting
HR shortlists candidates based on qualifications, experience, and skills.
First Interview
Conduct voice quality and typing tests in the initial interview round.
Final Screening
A thorough evaluation to ensure candidates meet standards.
Job Offer
Extend offers accompanied by Letters of Intent (LOIs) upon successful screening.
Operational Optimization
Our process ensures recruiting top talent for our contact center's success.
Risk Management
Use risk-based audits and predictive analytics. Optimize the value chain with "First Time Right" principles
Cost Efficiency
Reduce costs through automation and process improvements. Implement automated reporting for accuracy
Business Insights
Conduct quarterly market analysis for growth opportunities
Technology Used
Empowering customer service excellence through advanced technologies tailored for efficiency, accuracy, and exceptional customer satisfaction.
Proficiency-Driven Routing
Match inquiries with skilled associates for faster query resolution and satisfaction.
Workforce Management
Optimize staffing to meet SLAs and deliver superior service.
Verbal Data Analysis
Analyze customer interactions to identify trends and enhance services.
Learning Management System
Structured training paths for associates, ensuring exceptional service.
Knowledge Base
Comprehensive resource for quick access to information, improving satisfaction.
Immediate Conversation Assistance
Real-time support for accurate and timely responses, enhancing customer experience.
Speech to Text & Automated Call Handling
Utilize technology for accurate call transcription and secure inquiry handling, boosting productivity and satisfaction.