CALL CENTRE MANAGEMENT

What Is Call/Contact Centre?
Companies establish a customer interaction centre to be known as Contact Centre which will be a central point for the Company, where all customer contacts are managed. Through this centre, valuable information about the Company and its customers/contacts will be routed to appropriate people, contacts tracked and data gathered. The Contact Centre will generally be at the core of the Company’s customer relationship management (CRM) strategy.

The primary purpose of establishing the contact centre is to improve organizational effectiveness, enhance transparency and accountability in the delivery of services, enable it share information more quickly and efficiently and ensure real time accessibility of data/information.

Our Contact Centre Services
We provide the following services to our customers:

  • Deployment of industry-leading technology solutions to offer a flexible and robust service to clients;
  • Customer Lifecycle Management;
  • Contact centre services covering both ‘B2B’ and ‘B2C’ applications;
  • Inbound and outbound customer acquisition and enrolment/registration enquiries and service management;
  • Customer care and after-registration/enrolment support and verification services support;
  • Technical support for the range of customer service;
  • Deployment, customization and implementation of an appropriate and ISO certified Contact Centre solution;
  • High level appointment setting;
  • Multilingual Contact Centre Services;


Why You Need A Contact Centre


We believe that there are five essential business fundamentals of Contact Centre: (1) customer retention; (2) employee productivity; (3) collections; (4) IT cost management; and, (5) help desks.

According to the Gartner Group, 80 percent of your future profits will come from just 20 percent of your existing customers. That means the revenue sources you’ve been trying to find are most likely sitting right under your nose, waiting to be nurtured and cultivated. We can help you ensure that your most valuable customers are your most satisfied ones.

Frontline agents, employees and management must be equipped with the right tools for customer management, communication and administrative tasks, and have access to the internal knowledge they need, within and outside the contact center organization.

You need to use proactive engagement and compliant campaign management to create positive collection experiences which will ultimately not only increase your customer’s loyalty but also their long-term value.

Today’s IT managers and organizations don't want to spend less on IT; they want to spend smarter on IT. New technology is a way to lower costs and increase competitiveness and IT managers and executives alike have come to realize that IT is the new basis of competition and that without an up-to-date technology platform, they will have a very difficult time competing. You need to realize your IT potential with smarter, state of the art technologies that will increase your competitiveness by making your company easier for your customers to do business with.

Help desks are more than a low-value function. They are the face of your company to the customer and a means to gather critical information. Ensure that the help desk is customer service oriented where your staff owns the problem through to resolution. By elevating the importance of the help desk, you can turn a typical IT function into the high-value, customer-facing tool. We can help you transition your help desk into a powerful customer engagement solution.

Contact Centre Technology
A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
Contact Center Software
Our Contact Center Software is a suite of tools that enable contact center managers and agents to effectively serve their customers. These tools include the following:

  1. Automatic Call Distribution (ACD),
  2. Interactive Voice Response (IVR),
  3. Workforce Management and optimization (WFM),
  4. Dialer for Outbound Communications (VoIP System),
  5. Integration with Customer Relationship Management (CRM) systems,
  6. Multichannel Queues to handle different kinds of Customer Communications and Reporting.

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