Kontaktia Ltd. The specialist of customer relationships

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Alban Wilcox
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1 Kntaktia Ltd. The specialist f custmer relatinships

2 Ladies and Gentlemen, I wuld like t intrduce ur cmpany, Kntaktia. Welcme Firstly yu will be infrmed abut the wner structure and the stry f the cmpany. Then we will let yu knw abut ur partners, wh prvide business and technical cnditins fr ur peratins. Furthermre we will nt frget t mentin ur experience and references. We intrduce ur cntact centre t: the technlgical-it backgrund and ur way f wrking. Yu will find a framewrk f the quality management system, prcesses and mdel we use later in the presentatin. One f the mst imprtant features f a cmpany is the manner in which it cmmunicates t its envirnment. I will shw yu the channels which enable us prfessinal cmmunicatin in a few wrds. Finally I wuld like t summarize what kind f features and characteristics we have, that makes Kntaktia the ideal partner fr yur cmpany. Based n the abve we d hpe fr a successful and lng-term cperatin. Thank yu fr attentin! Andrea Pataki wner-executive directr

3 Year f fundatin: 2008 Abut the cmpany Owners, management The cmpany is basically a family wned business, the wners: husband, wife and the brther f the husband. Tw wner-managers lead the cmpany. Bth f them perfrm prfessinal leadership. Place: Szeged, Csngrad cunty, Hungary

4 Abut the cmpany Our services Custmer service slutins Custmer service by cntact centre Inbund and utbund telemarketing/direct marketing campaigns Custmer service by scial media Chat service Back ffice Data base building and validatin Human resurces service slutins Recruitment, selectin Cnsultancy Training fr sales and custmer care representatives Marketing and sales supprt, planning, cnsultancy Cntact centre sftware Kntaktia -wned system, called KCC (Kntaktia Cntact Centre). Can be bught r hired.

5 Partners We have chsen as reliable partners wh ensure that Kntaktia prfessinally and cmmercially perate prperly. Our bkkeeping and tax cnsulting partner is FRAME Ltd. In nline, web-, dmain- and server hsting services we wrk tgether with Axn Prdukt Ltd. Wheeler Ltd. is the develper and supprting partner f ur wn cntact centre sftware. Humania C. helps us in human services. We have tw independent partners fr vice and data transferring services: Magyar Telekm (Deutsche Telekm in Hungary) and ephne Ltd.

6 Sme f the key references frm the custmer service field References Emitel TelC Plc. Between 1996 and 2007 the executive manager f the Kntaktia was the directr f the custmer service, sales and marketing department at Emitel Plc. S we have many years experiences in these fields. GDF SUEZ Energy Hungary Plc.: B2C and B2B custmer service, inbund and utbund campaigns by phne, , fax, pst and back ffice Clibri 90 Ltd.: The integrated custmer service f the sweets whlesaler, phne, , chat, web shp supprt Lapcm Ltd. Delmagyarrszag Publisher: Outbund and inbund custmer service by phne (daily newspaper) Axn Ltd.: Supprt, help desk f the IT cmpany Magyar Telekm Plc.: Outbund campaigns by fax, , phne, back ffice

7 References Our ther references cme frm these fields: IT, telecmmunicatin Research (market, public pinin, R&D) Media and cmmunicatin Turism Energy services Educatin Financial sectr Health

8 Technical and IT backgrund Cntact centre Cntact centre system, sftware: Three level authrity (admin, supervisr, agent) Client-server structure Sft-phne Cmpatibility with Linux and Windws Cmpatibility with landline and IP phne services Fax server, mail server cnnectins Asterisk system: integrated cntact centre and telephne exchange Lcal cmputer netwrk Cntinuus supprt and availability Cmplete wrkstatins, LCD mnitrs, nise-filter headsets Uninterruptible pwer supply

9 Cmmunicatin channels we can use Cntact centre Phne: inbund and utbund tasks in mixed mdel, t. It means the inbund and utbund calls terminating in the same campaign. The unanswered calls will be called back by the system. IVR, SBR prgramming ticket management, SLA prgramming, creating templates Telefax: built-in HilaFax server Chat: chat services perating in the client s website Scial media custmer service Back ffice: pst-recrds management, data base building, data recrding

10 KCC sftware print screens Cntact centre Agent screen Supervisr screenwhle call mnitring Supervisr screen- SLA mnitring

11 Quality Management We have built up ur prcesses in accrdance with ISO 9001 Quality Management System. In practice it means that every step is dcumentated frm the prpsal t the clsing f the task. 1. Campaign preparatin - Training, written test - Test calls - Individual and grup discussins - Written bjectives fr agents and supervisrs 2. Campaign management in practice - Online listening: The supervisr is cnstantly listening t the cnversatins flash. Supervisr can intervene in case f prblems immediately - Listen t recrded cnversatins n a daily basis: Based n the number f calls ratings - Mystery shpping: evaluatin results and actin plans fr deviatins - Agent/Supervisr/Campaign manager evaluatin degree internal satisfactin measurement in each quarter - Custmer satisfactin measurement at least nce a year - The cntact centre sftware is able t d unique settings. The agents can mnitr their wn efficiency, the supervisrs are able t prduce detailed statement and present them any pint in time. 3. Campaign reprts - Instant insight quantified reprts - Mnthly reprt: experiences, results, recmmendatins, actin taken

blg http:// kntaktia.blg.hu Educatin: Crvinus University KTI Sales and telemarketing mdule (fr the leader f custmer

12 PR, ther prfessinals Direct and Interactive Marketing Assciatin, Cntact Centre Department The Chamber f The Cmmerce and Industry/Enterprise Eurpe Netwrk University f Szeged: prfessinal partnership, presentatins, researches Own prfessinal blg kntaktia.blg.hu Educatin: Crvinus University KTI Sales and telemarketing mdule (fr the leader f custmer services) Prfessinal events, fr example Direct marketing Cnferences in Szeged Dnatins, fr example mnitr dnatin t schls in Szeged

the wrkfrce Lyal clleagues, lw staff turnver With years f prfessinal experience

13 Why Kntaktia is the ptimal partner fr Yu? Szeged is a university city, with yung peple wh speak freign languages Lwer cst f the wrkfrce Lyal clleagues, lw staff turnver With years f prfessinal experience Family wned and perated, SMB cmpany size. S we can wrk much mre flexible and we aim fr lng term partnership with ur clients.

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