The Domestic Non-Voice Chat Support Campaign is tailored for Indian contact centers seeking stable, daytime operations without voice infrastructure. Agents manage real-time text interactions with customers across domestic e-commerce, retail, and service platforms. The workflow focuses on answering product inquiries, guiding users through purchasing journeys, updating order/delivery statuses, and resolving basic service tickets via a centralized chat dashboard.
Operational Parameters
- Campaign Type: Domestic Non-Voice Customer Support (Inbound Chat).
- Scope of Work: Answering incoming live chats, qualifying customer inquiries, tracking order status, resolving pre- and post-sales questions, and updating ticket summaries.
- Operating Hours: 09:30 AM to 06:30 PM IST (Standard Indian general day shift).
- Working Days: Monday to Saturday (26 operational billing days per month).
- Chat Handling Volume: 40 to 60 concurrent chat sessions per agent daily.
- Language Requirements: Professional written English and Hindi (regional language capabilities are an added advantage).
- Seat Capacity: Minimum 10 seats, expandable to 50+ seats.
Commercials & Payout Structure
- Billing Model: Fixed per-seat monthly billing or structured volume-based tier.
- Payout Schedule: Regular monthly payout cycle.
- Contract Tenure: 11-month formal Service Level Agreement (SLA), renewable annually based on performance and quality metrics.
Infrastructure & Support Provided
- Center Requirements: Standard PC configurations (i3 or above), ergonomic keyboards, and a dependable high-speed broadband connection (50+ Mbps with backup).
- Provided Resources: Web-based chat CRM platform, pre-approved macro/template libraries, ticket escalation portals, and comprehensive initial floor training.
- Agent Profile: Fast typing speed (30+ WPM with 90%+ accuracy), strong written comprehension, and basic computer proficiency.
- Active Reference Centers Available: Connect directly with currently operating center partners or arrange a live floor walkthrough to verify daily call flows, software uptime, and payout execution prior to sign-up.
Key Campaign Advantages
- Zero voice telephony requirements—no dialer setup, call-drop penalties, or background noise concerns.
- Standard day shifts that simplify floor hiring, minimize attrition, and eliminate night-shift overheads.
- Stable, predictable monthly cash flow ideal for building a dependable operational baseline.