Call Centers - Global customer support services.

Maruthi call centers use a robust custom developed, web based tool running on NT, which ensures access to current data from all locations. The call centers have the following features:

Case Handling and call logging options:

Technical Support and Helpdesk

Maruthi has a 5-step Support process for effective call handling and to ensure that 80% of all cases are closed between Customer Service Representatives, Level 1 and Level 2 support stages.

Application Expert Services

The Customer Service Representatives at Maruthi are engineers with technical expertise and are able to handle 50% of the cases at their level and double up as Level 1 support engineers. Maruthi has been able to close 80% of all cases between Level 1 and Level 2 support engineers and only 20% of cases need to be addressed at Level 3 support. Extensive training at Level 1 and Level 2 support has helped us reduce the response time substantially and improve on the Service Level commitments.