Call Center Management

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;
  • Inbound and outbound customer acquisition and enrolment/registration enquiries and service management
  • Customer Lifecycle Management;
  • High level appointment setting;
  • Contact centre services covering both ‘B2B’ and ‘B2C’ applications;
  • Technical support for the range of customer service;;
  • Customer care and after-registration/enrolment support and verification services support;
  • Deployment and implementation of an appropriate and ISO certified Contact Centre solution;
  • 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.


Customer Retention

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

Employee Productivity

Collections

Cost Management

Help Desk

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:

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

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).