Why outsource your contact requirement?
- Created on 2011-01-04
To put it bluntly, we will do it better and more cost effectively than you can yourself. Why? Because that is all we have done for the last 40 years. We are not an experts in your business, but we are experts in handling customer contact and that is why we can ensure that each and every interaction your customers have with you is a positive one.
Here are some of the other reasons so many organizations have already decided to outsource part or all their inbound and outbound customer contact to us:
- Reduces your operating costs
- Provides superior flexibility for your business, use the service only when you need us
- There are no recruitment, advertising, replacement or employment hassles
- Security and peace of mind provided by service level agreements
- Agents on your service receive ongoing trainings
- Quality control is constantly benchmarked against industry standards
- Superior functionality through state of the art of technology
- Extensive reporting and accountability
Why outsource with us?
1. Industry Experience
We have over 40 years experience in the Contact Center industry, taking more than 40 millions calls per year for private and public sector organization, large and small. This experience means that our process has been refined to ensure optimum call answering efficiency, translating to exceptional service for your customers. We service a broad spectrum of industries including other contact centers, telecommunications carriers, retailers, manufacturers, government department and utilities.
2. Tailored Solutions
Our speciality is short-duration messaging services. These services are customized to solve your commodity call, overflow and after hours call answering needs. We can improve the efficiency of your existing operations or provide a complete low-cost alternative. Either way a partnership approach is essential for success and clients are guided through our development process in order to meet all objectives on time and within budget. This process continues throughout the lifetime of the service to ensure ongoing service standards and improvement.
3. Services for your needs
- Short Duration Call Answering
We are able to improve both the customer satisfaction of your callers and your bottom line. We handle "commodity calls" - low value, low complexity calls as as "Frequently Asked Questions", change of addresses and messaging on behalf of many organizations.
This enables your in-house staff to focus on the high return calls, maximizing customer loyalty and lifetime value. Your staff will spend more time problem solving and using their help desk or customer service skills, improving your customer retention and bottom line.
- After Hours
Why pay penalty rates to workers to cover after hours when you can easily save money by sending your calls to our contact center network, open 24x7?
We make you more accessible to your customers, no matter what time of day.
- Overflow
Send calls through to us when you are experiencing heavy traffics with extended wait time. You customers will appreciate getting a "live" response and pressure on your staff is quickly alleviated.
4. Management and Control
Our highly skilled contact center managers employ sophisticated management tools and techniques to improve the effectiveness of their centers and provide you with the highest quality service.
We focus on continued improvement of key contact center metrics (service level, reducing abandonment rates and shorter waiting times) to constantly improve service levels for your customers.
Our staff are recruited because they view a contact center position as a career, not just a job. Staff are trained specifically on your service and their performance is continually monitored and improved through the our unique SQuAD (Service Quality and Agent Development) process.
5. Flexible Pricing Options
Why hire extra staff when you can pay as you go with us?
Other outsourced providers often require you to pay on per seat basis, with high up front fees.
We are different. We charge you only for what you use and don't expect you to pay for our staff regardless of whether or not they take a call on your behalf.
6. Unique Contact Center Infrastructure
Unique 24x7 contact center network means that we keep our costs down by sending call through to the center that can handle the call in the shortest time frame with most appropriate skilled agents. Our Jakarta contact center for example is a specialist in handling simple messaging services.
Our unique contact center configuration provides some distinct advantages, a low cost base, superior redundancy and confidence for their many customers. The clear advantage is the option of having calls answered either Australia or Indonesia, where both have a high level of English language capability.
Our network extends to Adelaide, Brisbane, Melbourne, Sidney and Jakarta, employing in excess of 350 contact center staff. The technology employed in each center is state-of-the-art and fully redundant, for your peace of mind.
Get an unfair advantage over your competition and deliver superior customer service without blowing your budget.
