Telemonks is designed to be an AI based BPO platform powered by a well-trained gig workforce in the backend
Telemonks was founded with an aim to service the underserviced segment of start-ups and SMEs who have small, short term/transitory requirements which the established BPOs do not cater to.
Today SMEs and start-ups have various options to generate leads either through Facebook, Google or LinkedIn. There are even support services in the form of digital agencies that would help them achieve their lead generation objectives, but the biggest pain area for them is how to consistently engage with those leads and ensure conversions. They have small sales team and it’s not possible for them to constantly follow up with their prospects and that’s where Telemonks comes in.
Praveen Shetty is a marketing professional and has headed brand communication and marketing over 20 years for several brands like Tata Salt, Kingfisher Airlines, Godrej Properties, Shapoorji Pallonji and Runwal group. Jhankhana Desai is the Founder of KServe BPO and has worked with organisations like Colgate Palmolive, Ricoh India, Vodafone, and GTL Ltd. before founding KServe in 2008.
“We realized that there is huge talent pool in form of calling professionals, housewives and senior citizens who don’t want to work from BPO office due to various personal constraints or live beyond cities, but are hugely talented and dependable. That’s when we created a back-end platform that helps call agents to make calls from their homes and also created a front-end application for the clients to track the quality of work of call agents on real time basis,” said Praveen.
They launched Telemonks to check the proof of concept (POC) on 15th May this year and within a couple of months they had clients who loved their service and felt it was innovative and was able to address their pain areas. Their client retention % reached the higher 90s. Now convinced with acceptance from clients, they improved their product further by adding new features into their application like customization, call recordings etc.
During the pandemic the nation came to a standstill, companies were shut down and jobs lost! At KServe, they were one of the lucky few that could operate from home as BPOs fall in the digital domain. Just when they were counting their blessings, they witnessed the massive reverse migration and all kinds of heart wrenching scenarios around it. This is when, first time the idea of having a platform based BPO service deploying a gig workforce working from anywhere occurred to them.
At KServe they were already working remotely so they knew how to handle remote working efficiently. They also had the know-how of BPO technologies and allied infrastructure and resource management. They knew that this solution was imperative to providing and insulating jobs in the remotest of areas and would also go a long way in decongesting the metros.
Technology adoption by SMEs was a major challenge initially. The SMEs took time to understand how the platform works and how to look at dashboards and analyse productivity data. Their account managers did handhold them through the entire journey and kept training them to use the platform and study data.
Praveen recalls, “One major hurdle we have faced so far is client CRM integration with our platform. Every client uses a different CRM and its tricky to create a copy for them in the stipulated few days’ time that we have on us. Also, the associated integration costs for this small period don’t make business sense.”
Since the launch they have been working with over 52 clients from various industries like IT, SaaS product startups, Edutech, Educational institutes, Real Estate, Healthcare etc., and have retention rates of over 97%.
“We see Telemonks as leading premium calling service platform that uses freelancer management system and platform to achieve the lead engagement and customer relations management requirement for all new age businesses. We also believe that by end of 2022, we should be providing consistent job opportunities to over 10000 calling professionals across the country,” is Praveen’s vision.
You can check out Telemonks at: Telemonks.com