line of communication

Transcription

1 TE-OF-THE-ART State-of-the-art COMMUNICATION line of communication OUR between BUSINESS your business AND and your YOUR clients. C

2 A MULTI A multi-award AWARD winning, WINNING HIGH high TECHNOLOGY, technology, call centre CALL C OUTSOURCING outsourcing provider PROV

3 Our OUR purpose PURPOSE is to maintain and IS TO MA ENRICH enrich the THE relationships RELATIONSHIP your organisation has YOUR ORGANISATION with your customers. HAS ERE We re NOT not just JUST your call YOUR centre partners CALL - we re your business partners. WE RE YOUR BUSINESS PARTNERS

4 In the beginning, we had a choice. We could be just another call centre or become a call centre benchmark. Our dedication to service excellence remains the essence of what makes ichoices a leading edge Call Centre Outsourcing provider. From the outset, our focus has been to provide ultimate customer service. Nearly 3 decades ago, going from good to great was our attitude and since evolving from Mapp Healthcare (a distributor of medical aid schemes) into the ichoices Call Centre Outsourcing of today, nothing has changed. Our dedication to service excellence enabled us to help grow some of the country s leading medical aids - and today this remains the essence that makes ichoices a leading edge Call Centre Outsourcing provider. We have become a multi-award winning, high technology, call centre outsourcing provider and a benchmark in the industry. Service provider or partner? Which do we want to be? Both. We specifically choose to partner with our clients, because by doing so we provide a superior calibre of service. ichoices strives to build long term partnerships with its clients based on trust, common values and goals. Our values are aligned. Costs are reduced. Our people become your people. Seamless business continuity and integration are hassle free. Superior customer service becomes standard. ichoices strives to build long term partnerships with its clients based on trust, common values and goals. We build a state-of-the-art line of communication between your business and your customers by becoming a seamless extension of your business because of our partnership attitude.

5 Setting up a call centre or a relationship management centre? There is no choice with ichoices. In order to transform a typical call centre into a centre where relationships with your customers are managed and your delivery and service levels are improved, we take call centre communication to new technological levels. It s about being able to interact quickly and positively to your customer s needs which is why we use state-ofthe-art multi-media call centre technology that is aligned with Gartner s recommendations. ichoices operates off an Interactive Intelligence switch which provides an administrative function in the sales cycle, as well as call recording and predictive dialling for outbound campaigns, not to mention being a valuable database management tool for your business. It s about being able to interact quickly and positively to your customer s needs. The system functionality includes: ACD capability IVR Self service Screen pops Predictive dialler VOIP Multi Media handling - Voice - Fax - - SMS Voice recording Seamless Integration Screen recording

6 Superior technology or superior quality of people? We made our choice. We believe that superior technology is a no-brainer but the quality of the people behind a call centre makes all the difference. ichoices Call Centre Outsourcing is staffed by the best individuals in the business. World class technology is a given with ichoices and we use our leading edge technology to equip and enable our staff to deliver on your requirements. What sets us apart from other call centre providers is our ability to deliver on all your requirements to the highest standards because of our people. We focus on the professional contribution that our staff makes to both your business and ours. We believe that the voices at the end of our lines are skilled relationship consultants and thanks to a superior screening process, we get the right people. What sets us apart is our ability to deliver on all your requirements - to the highest standards - because of our people. Our Call Centre Consultants are experts at both inbound and outbound campaigns they know their stuff, they re great with people and they use their training and intuition to get the right response from the person on the other end of the phone. Regular skills development programmes keep our staff at the top of their game in both client service and client retention. This means we have a consistent and stable contingent of staff and consultants. Our unique management style encourages regular, open ended interactions between staff and management. ichoices staff have facilities such as a relaxation station, chill areas, an excellent canteen and an entertainment area and we provide regular motivational initiatives. Our unique Wellness Programme cares for our staff s well being and works as a points based rewards programme that includes on site massages and a dedicated on site life skills coach. Why do we believe in looking after our people? Because excellent working conditions make a difference to the quality of any call (inbound or outbound) and quality client service levels means we retain happy clients. Regular skills development programmes keep our staff at the top of their game in both client service and client retention. Our management team isn t just experienced in the arena of call centre management. Our management team has skills that also span strategy and campaign development, change management, project management, workforce management, as well as call centre consulting. This allows for our unique blended management style and the end result is always a more competent, better managed, hassle free, effective call centre solution making ichoices a benchmark in the call centre industry.

7 ichoices or another call centre service provider? Why our clients made the right choice. We use our experience in dealing with people and your customers over the telephone to build long standing, beneficial relationships and perceptions. We are passionate about making sure that each and every one of your customers is not only happy with the service they receive, but also tell others about their experience. The industries we service include financial institutions, mobile, automotive, telecommunications, information technology, medical aids, the fitness industry, marketing and insurance. As evidence of our benchmarking abilities, we not only have achieved various sales accolades from our clients, but ichoices has also been awarded the SACOMM Service Excellence Award, the Liberty Life Strategic Partner Challenge Award and in recent Contact in Gauteng Awards, we were also finalists for Call Centre Manager of the Year and Best Outbound Campaign. Large organisations? Smaller to medium businesses? International? Which businesses choose to work with us? ichoices makes the connection for a wide range of businesses, from smaller businesses to multi-national institutions because we offer a variety of call centre solutions that operate as an extension of your company s brand. By working in partnership with you and having access to your systems, ichoices is able to emulate your company s environment in order to deliver a superior service that is linked to your company s operation and ethos. ichoices will conform to the specific capabilities that your company may demand and is able to deliver on both inbound and outbound telephony, as well as offering a self-service component that makes it more convenient for your customers. We offer a highly professional outsourcing platform that will operate as your company s call centre without your organisation having to incur the costs and time involved with setting up a call centre of your own.

8 It s about a combination of structure that is flexible enough. What s the logical choice when it comes to call centre management? A structured or flexible approach? Providing solutions that are tailor-made for your company is the logical choice for us. It s about a combination of structure that is flexible. This approach provides services, based on various models, that can be adjusted. We have a basic structure for our Call Centre Management and Support Services that allows us to re-model a solution for your budget and requirements that will meet your needs and expectations.

9 Bespoke Call Centre Operating Model CHANNEL FRONT OFFICE BACK OFFICE CHANNEL MGT. WORK MGT. Voice Call Centre Client Dependant Performance Management Print Management IVR Quality Management Inbound Work Management Overflow Workforce Management Outbound Work Management Fax Supported Call Centre Capacity Panning Web Complaints SMS Support Recruitment Training Design Supplier Mgt. Procurement UAT - Change Mgt. Staff Wellness Strategy Channel Strategy Desktop Support Our Agents, Supervisors, Managers, Trainers and Quality Assessors are: - Passionate - Skilled - Inbound - Outbound - Tele-service - Tele-sales We are accountable and dedicated to providing the highest calibre of service and we keep you updated through reports that include: - Formal reports - Campaign monitoring - Customised profiles - Daily, weekly or monthly reporting - Feedback sessions Our staffing methodologies are designed and engineered to: - Attract talent - Reduce attrition - Reach targets - Maintain positive attitudes - Ensure internal & external training - Service Our infrastructure is designed to ensure maximum, continuous uptime for your call centre. In fact, Disaster Recovery and Business Continuity are assured because: - Operations are completely duplicated - We have our own generator - We also have a powerful UPS - Replication across multiple sites

10 Our costing matrix is another reason to choose ichoices ichoices operates on a per seat basis - and we include all our facility costs into our seat price. Our proposals are customised to suit your needs, because we understand flexibility and the need to accommodate your requirements. We tailor our proposals to ensure the best deal to match business needs and ensure the best results. If you have your own call centre facility and only require us to supply staff, our Staffing Costs are transparent. We pass on the total costs of the staff member (salary, payroll, bonuses / reward and recognition and recruitment costs), plus a handling fee. Simple. Included in our Management cost is: Supervision Access to call centre: Managers Quality assurors Trainers Coaches Reports Account Management Access to international best practice: Job Descriptions Call Flows Connectivity via the internet Our Facilities costs include: Desk Chair PC Telephony Access to Switch - ACD - IVR - Multi Media handling - Voice, Fax, , SMS - Voice recording Headset Reports IT support Telephony support UPS Generator Telkom PRIs Access to training rooms Access to meeting rooms Staff incentives Wellness Relaxation Station Staff refreshments

11 Choosing a call centre now? What choice do you have other than ichoices. ichoices is your comprehensive outsource call centre solution and with a pricing model that is not only competitive, but also provides a sliding scale to cater for expansion what other choice can there be? Our standards are a benchmark. We consistently provide the ultimate in service excellence because we not only have the best technology, but top level staff to match and this ensures your business objectives are addressed and your customers enjoy an over the phone experience that makes your brand and business look good. We have over 70 years of call centre management experience and we re getting better every year because we re passionate and dedicated. We also provide regular, scheduled meetings to guarantee effective feedback and comprehensive reports are analysed to ensure your call centre outsourcing is being managed optimally so your costs are contained and you know your brand is being enhanced by the experience your customers have with your call centre. We have over 70 years of call centre management experience and we re getting better every year because we re passionate and dedicated. If you re considering outsourcing your call centre, your choice of service provider is ichoices. Typical Engagement Process The first stage of any project commences with a meeting to understand the full extent of the client s requirements. Once all aspects relating to the project are clarified, a proposal would be prepared and presented by ichoices. On successful awarding of the contract, ichoices would engage in systems development and integration as well as staff recruitment. This would then be followed by testing and staff training. During this period, contracts and service level agreements would be finalised, thus ensuring that the two streams run parallel and that we are guaranteed to go live on an agreed date. Before we go live, it is essential that key operations staff spend time with the client to fully understand their business. This ensures that we mitigate any possible risks through solid communication. All process flows as well as call flows are adopted from our client to ensure our operation is an extension of our client s brand. All process flows, as well as call flows, are adopted from our client to ensure our operation is an extension of our client s brand.

12 ICHOICES ichoices - your - YOUR best choice BEST for a CHO LL CENTRE call centre PARTNERSHIP partnership THAT that will WILL build your BUILD business and YOUR your brand. BUS ichoices Call Centre Outsourcing (Pty) Ltd / 296 Kent Avenue / Randburg Gauteng / P O Box 5138 Rivonia 2128 / sales@iccco.co.za / Tel / Fax +27 (0) / An Authorised Financial Services Provider / Reg No 2006/022531/07