Smart Link. Profile.

Transcription

1 Smart Link Profile

2 Overview SMART LINK is proud to be the largest outsourcing contact center in Saudi Arabia. We have all needed knowledge and experience to cover a wide variety of operational call center campaigns. At SMART LINK, we focus on the relationship building aspect of working with our clients, while utilizing the latest CRM technologies available. Our state of the art facilities are scalable for a project of any size. All agents employed by SMART LINK are highly qualified college graduates with excellent communications skills. We also offer bilingual agents according to regional demand. SMART LINK has the experience of handling high volume calls projects. Vision To be the best provider of Contact Center Services in Saudi Arabia and the region. Mission We are deeply committed to the highest quality standards, yet we constantly look for further improvement in all call center services that we do. Through our professional team we aim to provide the Saudi market with service beyond excellence. Our Goal Increasing your Return on Investment. Values Excellence Respect Integrity Innovation 2 of 7

3 Target Customers Any business sectors needs Sales and marketing support services such as: Telecommunications Information Technology Banking & Commercial Education Health care Fast food Transportation Our System We listen to you. Determine your needs. Create the cost-effective contact center solution that you require. Our services 1- Sales & Marketing Support Services Event Registration Telemarketing Business to Business Telemarketing Lead Generation Appointment Setting Telephone Surveys ( Customer Satisfaction & Internal Employee Surveys ) SMS broadcasting & Fax Management Database-Updating and Cleaning Bilingual Telemarketing IVR and Voice Mail/ Conference Capabilities Telesales to both consumers and businesses Order Taking 2- Customer Services Solutions Customized "On Hold" Messaging Help Desk Services and Technical Support Inbound Customer Services Center IVR and Voice Mail/ Conference Capabilities Toll Free Services Web Chat Services 3- Interactive SMS SMART LINK provides an interactive SMS response mechanism. Potential customers will be able to quickly and effectively register their interest by sending a keyword and specific data to a central shortcode number 3 of 7

4 included in all advertising. Data collected facilitates a call back (If needed) to the sender to collect further details and distribute appropriate information. More Interactive SMS services: Feedback Voting List building Competition 4- Providing Man Power Apart from providing various call centre services Smart Link can also provide your business with well trained and professional work force. Smart Link can recruit qualified agents and enhance there skill set with intense training covering any to all tele service skills. Our training courses are in accordance with the international call centre standards. 5- Call Center Consultancy Services Whether you have a mature call centre, a new call centre or require assistance in setting up or broadening call centre operations we can help. We offer a complete suite of services and solutions that are tailor-made to your specific requirements, including: Contact Center Setup & Consolidation We partner with our clients to define, plan, and implement a new call/contact center or consolidation of multiple call/contact center sites, and/or queues. This includes: Strategy Assessment Project Development & Management Infrastructure Training Implementation Testing Contact Center Assessment & Recommendations We partner with our clients to define the strategic vision for customer care and then develop a report with recommendations Technology Assessment & Solutions - We partner with our clients to assess technology solutions that meet their business and budget requirements. This includes defining those business requirements, evaluating current functionality, developing vendor 4 of 7

5 selection criteria, analyzing costs vs. benefits, recommending both short & long-term solutions, and putting together RFP's Workforce Optimization We partner with our clients to assess call trends, call traffic, as well as agent profiles and individual performance to determine the best use of these resources in responding to customer interactions. Customer Care Skills Training Outsourcing We partner with our clients to determine the requirements for outsourcing all or some of the customer care functions. Once the requirements have been documented, we will work with our clients to perform the following services: Cost/Benefit Analysis Request for Proposal Documentation Vendor Selection Project Planning Account Management What makes us different from others? 1- Fully dedicated Male / Female sections 2-We are using the latest Contact Center technology IP Based contact center technology Interactive Voice Response (IVR) Automated Predictive dialing Computer telephony integration ( CTI ) IP Voice recording system Systems capable to expand to handle 500+ seats 3- Service Availability Fully Redundancy Contact Centre infrastructure : Currently Smartlink is the only contact centre outsourcing company who designed it s infrastructure to be fully redundant.thus Smartlink service is % always available with 0% downtime.the redundancy plan has been built on three stages : 1- Power redundancy: Smartlink has installed complete alternative power solution (power generator) to avoid the sudden power down time. 2- Contact Centre redundancy: Smartlink invested to install double state of art AVAYA contact centre ( IPCC).If one of them is down the other one 5 of 7

6 will immediately take over the operation without affecting the service to be down. 3- LAN Redundancy: Smartlink selected Cisco Systems to design it s internal LAN infrastructure.almost each and every part of the LAN component is doubled to avoid the single point of failure. 4-Total Quality Assurance TQA (Total Quality Assurance) is core value at Smart Link. We continually review our procedures and look for improvements that can enhance our performance. In addition to employing strict quality assurance measures on a daily basis, we dedicate ourselves to building quality into every process. All agents are monitored by a dedicated TQA each day usually 2-3 times per day. Agents receive financial incentives to achieve a targeted TQA score. TQA is achieved through remote shadow monitoring. Clients may remotely monitor performance from the privacy of their office. Calibration sessions routinely held Applying COPC CSP 2000 Standards Outsourcing Solution 1-Full outsourcing Entire call center Overflow volume Additional facilities 2-Partial Outsourcing Support functions Professional expertise Skills development 3-Co- Sourcing Joint operation (transferable technology) Value Sharing Independent Operation 6 of 7

7 Our Clients 7 of 7