CALL-CENTRE SERVICES

Call centre services

Our call center is dedicated to providing an exceptional customer experience by offering professional and efficient communication services. Whether you're a growing business, a non-profit organization, or an individual entrepreneur, we are here to meet your call management needs.

OUR OBJECTIVES

Optimise your
Operational costs

Enhance your ability to develop new products and services

Assist your proactivity towards end-user needs and preferences before the competition

Optimise your
Operational costs

Enhance your ability to develop new products and services

Assist your proactivity towards end-user needs and preferences before the competition

Attain a dominant and profitable market position in your business sector

Generate an increased customer base and sustained customer satisfaction

Attain a dominant and profitable market position in your business sector

Generate an increased customer base and sustained customer satisfaction

WHAT WE OFFER

COMMERCIAL PERFORMANCE BOOSTER

Projects Detection & Conquest

Release of New Products & Services

Lead Generation

Appointment Booking

Traffic Creation

Customers Retention

Up-Sell & Cross-Sell

Drop Servicing

BUSINESS PROCESS OUTSOURCING - BPO

Back Office

Accounting

Tax & Payroll Preparation

Tenders Monitoring

Tele-Secretariat – Reception

Web-Management – E-Commerce

KNOWLEDGES PROCESS OUTSOURCING - KPO

Market Research & Analysis

Statistical Studies for Business Intelligence

Knowledge Management

Files & Databases Qualification

INBOUND SERVICESS

Customer Service

Hosting

Help Desk

Customer Support

Hotline – Technical Assistance

Sales Orders

Booking

OUTBOUND SERVICES

B2B & B2C Distance Sales

Telemarketing

Survey & Opinion Polls

Calls For Tenders

Mass Contacting

OUR ADDED VALUES

Multilingual

Our call centers, have multilingual/Pan-European projects, carried out in the following languages :

English
French
Flemish
Dutch
Arabic
German
Spanish
Italian

24/7

Our agents are available, operational and accessible at all times, without interruption with multiple shifts.

Multichannel

Customer contact has evolved with the new "Information and Communication Technologies".
In addition to the standard telephone, contact is now evolving towards websites, social networks, Web conferences and Smartphone applications (Whatsapp, Skype,Viber, etc.)
Therefore, our call centers integrate these different customer contact channels into its CRM, thanks to the experience and know-how of their IT development team, to ensure completeness in all our services.

Intelligent Numbering System

We adapt our operational mode to your needs through our intelligent numbering system that encompasses the following:

Preview Dialing
Progressive Dialing
Predictive Dialling
Community Dialing
Call Blending
Workspace-agent

Optimized Performance

Our performances are optimized in terms of :

Average Handle Time
(AHT)
Service Level Agreement (SLA)
Waiting Time
(WT)
Abandonment Probability
(AbP)
Key Performance Indicators (KPIs)

OUR PROJECTS MANAGEMENT PROCESS

Beyond business priorities, our outsourcing centre is an institution carrying the strategic values of its partners.
We follow a very well established process to make sure our clients are satisfied !

OUR OPERATIONAL MODE

To better serve our clients, we invest in the quality of our services through :

Team Leaders

Our experienced Supervisors

lead the skills development of

their teams through a side-by-

side coaching and debriefing

sessions with simulation of

sales and quizzes.

Data Entry Quality

The quality unit evaluates the

recorded conversations of

telemarketers to verify the

coherence of the sale.

Client Evaluation

The client is welcome at any

time to the production

premises to observe and

contribute to the smooth

running of the campaign.

Web View

The client is entitled to a real-

time monitoring screen to

supervise the performance

of the center

Remote Coaching

The client is entitled to a code that provides the ability to listen remotely to conversations and give information/instructions to telemarketers if need be.

Reporting

Structured production of results : Global & individual statistics – KPIs – in respect of SLAs Analysis of quantitative and qualitative objectives.

CALL-CENTRE SERVICES