BUSINESS PROCESS OUTSOURCING (BPO)
We provide Outbound and Inbound Contact Center solutions supported by the latest technology. With this solution, you can enhance customer experience from handling incoming calls, making outgoing calls, providing product/service information, to handling customer complaints.
OUTBOUND CONTACT CENTER
The Outbound Contact Center can reach targeted customers or potential customers.
Marketing
Contacting potential customers to market products/services. Utilize the Marketing solution to increase revenue, sales, and better business growth.
Survey
Conducting surveys to obtain feedback/insights from customers. The information obtained can be used for the development of better products/services.
Collection
Contacting customers to remind them of bill due dates. This solution is suitable for financial service companies.
Retention
Retaining existing customers. For example, providing the latest information to policyholders and reminding them of timely premium payments.
Verification
Assisting the customer verification process. This solution ensures the accuracy of information provided by customers/prospects and helps correct any data discrepancies that may occur.
Fundraising
Utilize our solution to reach more potential donors and make your fundraising campaigns successful.
INBOUND CONTACT CENTER
Inbound Contact Center for receiving messages from your company’s customers/potential customers.
Customer Service
Assisting customers who need help, information, or have questions regarding your company’s products/services. Our contact center system is also capable of handling inquiries on a large scale.
Order Taking
Assisting customers who want to place orders for products/services. We will help receive, validate, and enter orders into the system.
WHY DOES YOUR COMPANY NEED OUR BPO SOLUTIONS?
WHY DOES YOUR COMPANY NEED OUR BPO SOLUTIONS?
Good Risk Management Implementation
Customer service activities will be recorded and documented by the system:
- Ensure Security & Compliance, and Minimizing Fraud & Future Complaints
- Maintain a Complete Recording File as an Authentic Proof for a Future Complaint Handling and Dispute Resolution.
Improved Operational Productivity
- Contact center operational processes are automated without physical documents or manual processes.
- The contact history and customer interactions from all channels can be recorded and stored in a single platform.
Providing Customized Reports
Our system provides comprehensive end-to-end reports that display complete data such as:
- Customer-related information including customer data, communication history, and information on the products/services used.
- The number of successfully handled calls within a specific period and the outcomes of customer interactions.
- Variations of customizable report templates according to the company’s needs. We can also provide daily/monthly reporting teams.
HOW DO OUR SOLUTIONS HELP YOUR COMPANY’S OPERATIONS?
- Overseeing and providing support for day-to-day operational activities.
- Monitoring and reviewing the performance of contact center agents based on Campaign Analysis Report, Agent Productivity Report, Production Result, and others.
- Providing a designated point of contact (PIC) to assist with operational issues and ensure smooth customer solution delivery.
- Conducting daily operational activities effectively.
- Reviewing projects on a weekly/monthly basis:
- Creating reports related to project progress.
- Providing action plans for improving customer solution performance.
VALUE ADDED TO ENHANCE CUSTOMER EXPERIENCE QUALITY
Operational Management
- Daily Operation Monitoring and Reviewing
- Periodic Project Review
- Refreshment Training
- Standard reports
- Record files (Ad-Hoc)
System Facilities
- Hardware and telephony infrastructure
- System applications
- Managed Service
- Premises & Construction
Human Resources
- Recruitment
- Administration
- Initial training
Network and Others
- Network installation
- Network usage management
