Company Presentation CONTACT CENTER

Transcription

1 Company Presentation CONTACT CENTER 1

2 About Contact Center Our offer Our clients Benefits from cooperation with us Case studies References Contact 2

3 3 About Contact Center

4 About Contact Center Who are we? over 10 years of experience on the market over 2200 fully equipped call centre positions 10 call centres located in Poland full support 24/7/ million calls per year received by the information lines 24 million calls per year made in telesales campaigns realisation of effective campaigns in 17 different branches 700,000 checked records in the database of companies and institutions throughout Poland the only database on the market updated on daily bases 4

5 About Contact Center Our concept of activities We provide our clients with the effective implementation of business processes related to attracting and servicing customers through a highly qualified staff of professionals. We fulfil outsourcing projects keeping the highest standards of data security. Our solutions help clients optimise costs and increase revenues. 5

6 About Contact Center Our values Professionalism We use our competence, knowledge and experience to provide top-quality services. We take full responsibility for our actions and we realize every campaign keeping the highest global standards. Partnership We feel jointly responsible for the business of our clients. We take care to build long-term partnership relations based on dialogue with the mutual objective of achieving common success. Proactiveness We are open to the changing needs of our clients. We notice changes taking place on the market and actively search for the best solutions for your business. Passion We operate with the highest level of commitment. Work gives us joy and satisfaction! 6

7 7 Our offer

8 Our offer Telesales, telemarketing, sales support Marketing research Customer service Recording Studio Business advisory services Virtual contact centre 8

9 Telesales Our offer Telesales, Telemarketing, Sales support (1/2) The consultants use all available media (e.g.: telephone, SMS, , IVR) to present the company and its offer. Professional training enables operators to make sales and conduct effective negotiations. Sales support Solutions in this range include such services as: - arranging meetings for the client s sales representatives (including planning schedules for individual people to optimise their work) - generation of leads (calling the target group and generating a database of interested customers) - welcome calls 9

10 Provision of B2B databases Our offer Telesales, Telemarketing, Sales support (2/2) The service involves the licensed loan of data to manufacturers, suppliers of consumer and investment products and services, as well as marketing and financial companies, in order to fulfil direct marketing activities or supplement and update the files possessed. The data may be available for single or multiple use The database contains approx. 700,000 records of companies and institutions from the whole of Poland with an extensive range of additional information such as tax ID number NIP, statistical number REGON, address, European Classification of Activities and employment Currency of data: - daily update data on changes provided from the TP billing system; - ongoing contact between TP and business customers; - quarterly monitoring of the currency and correctness of the records. Guarantee of the data quality: - guarantee of 95% correctness of telephone and address details (branch, name, company address and telephone number); - in the event of inconsistency of over 5%, free provision of new records or refund of the value of the defective data. 10

11 The customer service solutions we offer include: Our offer Customer service serving of information services on products and services; technical, service and internal help desks; realization of orders, claims and customer correspondence; debt monitoring and vindication; registration and booking of orders; servicing competitions, promotions and loyalty programmes; oversized traffic interception; backup & disaster recovery service center; support of payments by telephone using IVR for credit cards and payment cards. 11

12 Our offer Business advisory service We offer comprehensive solutions in outsourcing of sales and customer service processes. We help our partners increase the effectiveness of the sales and customer service processes. We support the introduction of system solutions based on practices which are proven in business. Management of the organisation and operations - analysis and optimisation of the customer service processes - design and implementation of CRM/PRM solutions - creation of turnkey solutions in process management Change and project management - analysis and valuation of the customer service processes, followed by planning and organisation of change management and knowledge in this area - support of the communication of changes in the company - analysis of the level of maturity of the model of project management in the organisation - development and implementation of systemic solutions in project management, project management office service Outsourcing of sales and customer service processes - development of solutions related to the separation of the sales and customer service processes - analysis of the effectiveness of outsourcing solutions - support of clients in implementing outsourcing projects 12

13 Our offer Marketing research Market research and public opinion polls are conducted with CATI methodology (Computer Assisted Telephone Interviewing). Types of research projects fulfilled using the CATI method: - market research and public opinion polls - pre-election polls - analysis of the course and effectiveness of advertising campaigns - updating data - customer satisfaction research - Mystery Client research The use of CATI ensures: - lower costs of conducting research in comparison to traditional methods - shortening the duration of the research - speed of receipt of the results - full control over the course of the data gathering process (holding the interview, control of the completion of the sample) - full control over the work of the interviewers - easiness of system programming and setting up complicated relationships between the questions and answers - standardisation of the process of holding interviews 13

14 Our offer Recording studio We have a team of experienced narrators and producers. We record over 500 hours of recordings and a dozen or so thousand voice announcements every month. We target our services to all companies and institutions which need professional recording sessions. Our offering includes: - voice announcements, recordings for telephone switches, prompts for the IVR and information lines - brief information announcements - advertising spots, radio advertisements, audio logos, background audio to promotional campaigns - audio books, training materials, voice messages of any length - translations of texts of announcements and messages - professional editorial, production and technical advisory services - bank of voices and sound effects; - fulfilment of non-standard orders We assure: - the organisation of recording sessions rental of the studio - mastering of ready recordings - additional sound effects - audio post-production 14

15 Our offer Virtual Contact Center The services of the virtual contact center involve the provision of an infrastructure, licence and trained technical staff to the client who wishes to start up his own telephone centre. It allows to save significant amounts of funds on investment in a technological infrastructure. Solutions enabling the virtualisation of contact center resources include the following two variants: Construction of a call centre based on the selected vendor s resources (hardware, IP technology) at the client's site Lease of a ready infrastructure at the selected service provider s office with the ability to completely separate it from the service provider s resources, keeping the highest security standards 15

16 16 Our clients

17 Our clients (1/2) Our clients include companies from many sectors: banking publishing insurance media and entertainment telecommunciations FMCG IT transport fuel sector advisory and consulting sector energy sector research agencies tourism public administration automotive industry education logistics commerce We provide services in various languages and for clients from many countries. 17

18 Our clients (2/2) ACE Benedica Board BPH Edelman Exploris GETIN Bank ING Konica Minolta Lotos Group Lexis Nexis L TUR Market Planet mobilet Ministry of Interior & Administration Office 123 PBS DGA Sopot Polish Press Agency PTK Centertel RMF FM Samsung S-KON Sales Kontor Telekomunikacja Polska TUiR Warta University of Gdańsk University of Łódź Unizeto Technologies Utimaco 18

19 19 Benefits from cooperation with us

20 Benefits from cooperation with us (1/3) Wide range of realized projects thanks to the extensive experience of the professional staff of employees Solutions individually tailored to the requirements of every client Transparent proposal and attractive pricing of projects Significant reduction of marketing and operational costs as a result of the flexible models of cooperation and settlement Full compliance and flexibility of applications with client systems Care for the highest quality of provided services (professional call scenarios, monitoring of the operators work, training and coaching) 20

21 Assured security standards at the level of: the infrastructure access to the buildings IT resources Benefits from cooperation with us (2/3) data secure storage and protection of personal data services - constant staff monitoring - internal control of the consultants work by the Quality Monitoring Department - recording of telephone calls made in the campaign by NiceLog and ReDat digital recording systems 21

22 Benefits from cooperation with us (3/3) Modern solutions due to cooperation with global technology leaders Technology base based on key solutions of global vendors such as: Genesys, Nextira One, Cisco, Dell, Microsoft, Alcatel-Lucent, NICE, RETIA. Use of both the traditional TDM technology, VoIP standards (Voice over IP) and SIP standards (communications protocol). Assurance of professional services using all available communications channels, such as: - telephone - Internet (WWW) - electronic mail ( ) - SMS - fax - IVR 22

23 23 Case studies

24 Case studies (1/3) Telesales campaign for a client from the insurance sector Objective: Sales of activations of telephone handset insurance to subscribers of a mobile telephone network Activities conducted: - The provision of call centre positions - Training and coaching conducted jointly with the client - Provision of access to an ftp server for the client, containing information on the campaign, recordings and reports - Organisation of integration events and competitions for the consultants in order to increase their commitment and effectiveness - Multistage campaign implementation Results achieved: - Client satisfaction with the sales results achieved - Consultants satisfaction from working on the project and the high level of interest from the client - Doubling of sales effectiveness over 1 year - 30% increase in the effective call duration 24

25 Case studies (2/3) Sales of banking products Objective: Attraction of new customers for the client's banking products Activities conducted: - Provision of call centre positions - Training and coaching conducted jointly with the client - Activation of new operational tools (including predictive tools) to increase campaign effectiveness Results achieved: 42% increase of sales of banking products within one and a half months 25

26 Case studies (3/3) Information line and retention of customers for a company from the insurance sector Objective: - Retention of customers who declared a willingness to withdraw from the insurance policy on their mobile telephone - Serving of incoming calls and making outgoing calls to customers who want to withdraw insurance policy Activities conducted: - The provision of call centre positions - Training and coaching conducted jointly with the client - Provision of access to an ftp server for the client, containing information on the campaign, recordings and reports - Organisation of integration events and competitions for the consultants in order to increase their commitment and effectiveness - Multistage campaign implementation Results achieved: - Client satisfaction with the sales results achieved - Consultants satisfaction from working on the project and the high level of interest from the client - Increase in the number of customers retained from 20% in the first month of the campaign to 37% within 3 months - The result achieved exceeded the planned objective 26

27 27 References

28 Example references "( ) Your professionalism and very high level of flexibility enables us to achieve our sales targets and confirms that the decision to start working with Contact Center was the correct choice. "( ) The professional approach of the Contact Center consultants to the customer service process is helping us to strengthen our image as a company which is changing the way in which the world communicates. "( ) The efficient and reliable functioning of the call-centre is only possible due to the contribution and personal commitment of all employees of Contact Center involved in the organisation and support of the project. "( ) The efficiency and speed of the conducted campaign, the surprisingly good results and the above-average commitment of the people involved in the fulfilment of the order and the efficient performance of the agreement deserve particular acknowlegement. "( ) In the cooperation with Contact Center, we are satisfied with the speed of response to the needs we reported, as well as the efficiency and reliability of the IT solutions implemented. We respect Contact Center as a proven and trustworthy business partner. 28

29 Contact Center sp. z o.o. Sales and Marketing Department Muszkieterów 15 a Warsaw Poland Tel. (+48 22) Fax. (+48 22) info@contactcenter.pl 29