Customer Service

„Customers, like hearts, 
go where they are appreciated.“

(M. LeBoeuf)

We offer professional services of an external contact centre (call centre) which combine traditional and modern ways of communication taking into account technology development and market digitization (multi-channel communication).

The original concept of customer service is changing as digitization progresses. With the arrival of new technologies, the overall way of communication and customer expectations are changing. Customers are increasingly expecting personal approach. This means a communication that gives them the feeling of unique customer care and knowledge of their specific needs. They also expect a feedback speed that gives them a sense of high-quality customer care. We very flexibly adapt the technical parameters of our services to these trends.

Comprehensive care of your customers

  • operation of special lines (customer line, information line, helpdesk),
  • loyalty programme management (contests, special offers, discount events, direct mailing),
  • sales support – sales of additional services/ products (order line, sales by phone – cross-selling, up-selling, telemarketing),
  • Back Office services.

Special lines:

  • We provide customer lines, information lines, helpdesks, order lines.
  • Special lines are operated 24/7.

Thanks to many years of experience with operation of information lines (1188), we offer truly professional customer service on all types of special lines.

Sales support:

Passive telemarketing (incoming calls/messages) represents comprehensive handling of incoming calls (emails, chats, SMS) and their subsequent processing. Most often, it involves providing information about products or services, handling complaints, technical support, receiving orders, including a pro-active offer of products or services (cross-selling, up-selling).

Benefits of customer service outsourcing:

  • lower costs of operation (personnel, energy, premises),
  • no need to invest in own technology,
  • no need to deal with human resources issues (job-switching, absence, training, recruitment),
  • guaranteed quality of services and flexibility (possibility to control quality and adjust service parameters at any time during the process),
  • immediate feedback on marketing campaigns,
  • speed of processing incoming calls – customer is not waiting (SLA).

Used technologies and tools:

We have complex and modern equipment offered by   current contact centre technologies and allowing online control of service quality:

  • IVR,
  • routing incoming calls based on the partner requirements,
  • data security,
  • recording calls,
  • voice analysis – “Speech to text“,
  • Web RTC.

One operator is able to process all these communication channels.

 
 

Transforms How You Spend Time

Díky dlouholetým zkušenostem se službami v oblasti BPO a s multikanálovou komunikací dokážeme skloubit tradiční i moderní způsoby komunikace tak, abychom našim zákazníkům vždy poskytli profesionální služby externího kontaktního centra.

Patří sem převážně procesy v oblasti: