The Customer Focused Contact Center Contact Center Practice A
Techcel Contact Center
2
WHAT MAKES UP A WORLD-CLASS CONTACT CENTER? Dedicated Support They know you and they know your products and services inside and out. They are solely trained to be your front liners taking good care of your valued customers. Consider them as your employees – part of your family. Low Handling Time The time spent on a call is a key indicator for efficiency. Yet the quality of calls remain consistent because focusing on the process and adhering to strict guidelines are something you expect from business partners. Real-time Reporting Tools Being in the loop and updated in every second is crucial to your day-to-day operations. An extensive yet intuitive reporting system let’s you manage important indicators such as call volumes, customer satisfaction ratings and staff performance.
Transcript of Techcel Contact Center
WHAT MAKES UP AWORLD-CLASSCONTACT CENTER?
Dedicated SupportThey know you and they know your products and services inside and out. They are solely trained to be your front liners taking good care of your valued customers. Consider them as your employees – part of your family.
Low Handling TimeThe time spent on a call is a key indicator for efficiency. Yet the quality of calls remain consistent because focusing on the process and adhering to strict guidelines are something you expect from business partners.
Real-time Reporting ToolsBeing in the loop and updated in every second is crucial to your day-to-day operations. An extensive yet intuitive reporting system let’s you manage important indicators such as call volumes, customer satisfaction ratings and staff performance.
Establishing successful ties. t: +1.888.940.0040 | +632.328.3300m:+63917.855.6991 | e: [email protected]
27th Flr, Raffles Gold Corporate Bldg.F. Ortigas Jr. Rd., Ortigas CenterPasig City 1605, Metro Manila PHILIPPINES
What doesreliable customer service
mean for your business?
Minimize chargebacksChargebacks could severely hurt you as a merchant. With our experience in handling online transactions and customer relations we could easily complement your fraud management system.
60% OF RESPONDENTSTRACK ORDERS MANUALLY
Higher customer retentionA key to engaging your customer starts with our fully engaged agent. They are more likely to be loyal to the client they work for; dedicated to its customers and aspires to continously improve.
LOYALTY
2% 10%CUSTOMERRETENTION COSTS
Source: CyberSource, Emmet Murphy & Mark Murphy & Harris Interactive
Effective handling of complaintsWe put a prime on customer satisfaction and have always believed that a quality-driven center handles complaints effectively. We consider the customer as ultimately the one who evaluates the quality of the service we provide.
73%OF CUSTOMERSLOVE A BRANDBECAUSE OF FRIENDLYCUSTOMER SERVICE
Longer bill through rateWe take pride on what we do. We’re confident that our billing process speaks volume of how we value the brand that we represent and their customers. Hence, promoting a stable relationship.
THE PROFITABILITY OF A CUSTOMERTENDS TO INCREASEOVER THE LIFE OF ARETAINED CUSTOMER
