Call Center Outsourcing Management
NG Crossing Outsourcing provides a lot of solutions in terms of
General/ Program Inquiries
- The caller receives all general and program related information.
- Through this standard process customer general inquiries are handled such as addresses of branches, phone numbers, contact persons and working hours
- Act as an accessible information channel for customers by providing full information about the product supported and services inquired about.
Service Center Reservation
In case the caller needs to set a specific appointment to make a service, the call center will provide the available time, service time frame and the cost. In this case Probable will avoid any overbooking which will raise the customer satisfaction and loyalty; on the other hand Probable service center will be well utilized
Handle customer complaints by resolving complaints during the call or escalating the complaint to the concerned party and making sure the complaint is handled in a timely manner, usually 24 hours from receiving the complaint. Complaints are received through different means of communication such as phone or fax
Order Taking & Order Management
The Total and detailed process of the order starting from the caller placing a call through the order is being routed to the restaurant till the order is dispatched to the client and finally when the pilot gets back to the restaurant with the confirmation of the order done Follow-up is done to confirm that callers are receiving the service level they are expecting
The agent should provide the proper blind technical support for the customers by troubleshooting connectivity,, PC problems and etc…
Act as an accessible information channel for customers by providing full information about the product supported and services inquired about
Act as an accessible information channel during advertisement campaigns. Call source and communication media are very important in this process as they are essential in analyzing and determining the effectiveness of each ad in comparison with other ads or the calls traffic during the normal day and ad day
This process ensures that all customers’ service requests are acknowledged, sent to the client and performed in a timely and efficient manner, hence increasing customer loyalty, through reports clients are able to identify their strength in the market and focus on providing more services to their customers
Work on expanding client market share and introducing their products / services to existing and potential customer
Targeted cross selling for different products facilitates the conversion of a product account status inquiry into a revenue generation opportunity by enabling the agent to make targeted offers that are driven by the customers’ profile as well as the customers overall relationship with the institution
Selling of additional different products according to customer’s interests
Work on expanding client market share and introducing their products / services to existing and potential customers
By capturing customer products of interest or through telemarketing actives new potential customers are generated. Potential customers are then sent to the client to continue the sales process with the customer and close it
The process includes conducting OB calls to customers that have recently purchased a certain product or service. The call consists of greeting the person for being our customer and awareness on the product or service purchased
Database Building, validation and profiling
Build and maintain an updated database of callers whether these are existing customers or potential ones. It is one of the main processes, database building allows for segmentation of customers and determining different services and strategies to target these segments
Events Traffic generations
Conducting OB invitation calls to specified segment of customers to client events
Customer Satisfaction surveys
By conducting several different surveys for the client on specific products or services, to determine certain flaws in existing products and services and therefore work on adjusting these flaws to gain the customers complete satisfaction
Response to sales advertisement
Conducting tele-sales and generating revenue for the client by taking advantage of offers or new product advertisements
One of the main processes in the banking industry, an essential process that helps clients communicate to their customers their monthly installments’ due dates
Conducting several different surveys on the client or specific product or service to identify new market requirements and therefore introduce new products or services that will satisfy these requirements
Bulk SMS is a Marketing Solution that started to get huge popularity due to its force in reaching the targeted customers by disseminating text messages using a special type of system by which Users be able to send single SMS to a large volume of cellular phones at any instant.
Bulk SMS system is designed to help Users to be in touch with their clients at a time as it’s easy to use the messaging software by entering the contact numbers manually or upload bulk.