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BUSINESS PROCESSES OUTSOURCING

 

 

Kcall  can offer efficient and effective contact center services to our clients’ internal audience, – its employees, suppliers and partners. We can set up from scratch an independent and functional department of your organization, based on our technological platform, which can be configured and customized for any requirements of your business. Outsourcing of non-core business process to Kcall can provide conflict of interest resolution and offers substantial savings on equipment, rent, training, investments in infrastructure and IT support. It also improves overall company’s productivity and sales revenue per employee ratio, while improving quality of internal services.

Our competitive advantage that sets us apart is the use of the most innovative and cost effective software and hardware solutions and technologies available on the market that help us delivering exceptionally high rates of first call resolution and customer satisfaction.

We can provide

  • ქოლცენტრი We can support any communication channels (telephone, e-mail, social media)
  • ქოლცენტრი 24x7x365 service support
  • ქოლცენტრი Intelligent calls/inquires routing
  • ქოლცენტრი Interactive voice response (IVR) of any complexity
  • ქოლცენტრი Integration with client’s information systems
  • ქოლცენტრი Software as a service model (CRM, knowledge management, call center)
  • ქოლცენტრი Multilingual support
  • ქოლცენტრი Highly skilled contact center agents
  • ქოლცენტრი Regular training programs for contact-center agents
  • ქოლცენტრი Call center online monitoring and advanced reporting and statistics tools
  • ქოლცენტრი Data protection and total backup solutions, compliance with security policies
  • ქოლცენტრი High scalability to increased volumes during peak loads

Our Services

 

Internal help desk support (service desk)

Kcall can set up an internal contact center for highly complex customer help desk solutions that solve problems, provide product or service support and cover a wide range of technical customer assistance needs. The services we can set up may include service request registration, processing, status monitoring, resource allocation and quality control and efficiency analysis. Our experts can take care of highly technical IT support, HR management function, and operations. We focus on delivering exceptionally high rates of first call resolution and customer satisfaction levels in order to minimize re-work and repeat contacts. We can handle inbound requests by any means of traditional and modern channels of communications upon request of client.

Office secretary support (reception services)

We can set up a contact center to act as single reception point of contact of your business. Our experts can receive and process calls, e-mails, and and take care of calls routing to appropriate experts’ inside the company.

Information hotline for clients and partners

Kcall can set up a 24×7 telephone hotline, answering information inquiries received by a variety of communication channels through which your clients and partners are able to contact us. Our trained contact-center agents can provide information support services and if necessary transfer inquires to appropriate experts inside your company, if information request cannot be resolved by our contact center agent.

Product / service warranty support Line

We can set up contact center to act as a single point of entry to deal with warranty and repair requests. Our customer care experts can receive inbound requests, process and register warranty, monitor check its status and report upon completing and delivery. We are committed to providing each and every customer with a superior post sales service experience.

Remote services support

Kcall can offer support for remote services provided to clients or employees. Contact center experts are highly-trained professionals ready to assist your clients or employees with any product or service related questions. We can take care of remote services support, allowing for problem registration, troubleshooting and maintenance on demand, status monitoring and quality control management.

Contact center consulting and process optimization services

Having accumulated solid experience in contact center Business Process Outsourcing (BPO), we can offer contact center consulting and process optimization services. Kcall can conduct independent audit of internal corporate contact centers’ business processes and identify areas of improvements, developing a comprehensive plan for enhancements