Embed Size (px)
Citation preview
Agenda
Contact Source at a glance
Our Philosophy
Why Outsource
Technology
Quality
People
Service Portfolio
References
Contact Source at a Glance
Contact Source is a Business Process Outsourcing (BPO) Company specialized in Contact Management, Customer Service, Digital Media and E-Commerce Solutions.
Established in 2014, by a group of Industry Experts, to provide services to the Egyptian, African and GCC Markets.
Contact Source possesses an experienced talent and management staff, which enable it to serve its clients with the highest service levels, and provide them with a quality service.
BPO is contracting a third party to professionally handle your non-core functions, while focusing on your core functions.
BPO should result a long term saving, and a higher service quality.
Our Philosophy
A smart player must think of introducing a better package than the other, and the benefit goes to the client.
The legacy thinking of maximizing profit from the client has evolved to be maximizing the return, by minimizing the cost burden on your client.
In Contact Source, our client benefit comes first.
We don’t have sales managers, we rather have solution advisors who offer you the most cost efficient solution with the highest return on your investment.
Why outsource?!
Scale Up and Down
Make use of our state-of-the art technology
We will NOT do it better than you, but we Reduce your Total Cost of Ownership.
Lower Management Cost
Access to best practices
You can make use of Contact Source’s Database
Our Methodology
Explore Analyze Design Test Go Live Report
21/04/2015 Event Name 6
Service Pillars
People
Technology
Process
Premises
Quality
Conceptual Model
21/04/2015 Event Name 8
Our Capacity
Up to 75,000 Calls/ Day.
78 Seats.
120 Voice Channels.
We provide the Fastest Time To Operate.
We Scale Up and Scale Down According to your needs.
100% Business Continuity.
100% Backup Systems.
Our People
Very well trained and highly experienced agents
It is about Management!
Our Management team is COPC® Certified
Collective Experience of more than 30 years in Customer Operations.
Highly experienced Trainers provide the best knowledge transfer.
We speak Arabic, English and Spanish.
Technology and Business Continuity Plan
100% redundant system
• Basically, we have 2 of everything.
CISCO Infrastructure
Highly secured Environment; Digitally and Physically.
Our backups are 100% securely kept on the Microsoft® cloud.
All Equipment, PCs and Servers are covered with UPSs and Power
Generators for business continuity, with no interruptions.
Quality
All Customer Operations are COPC® Compliant.
Contact Source quality department assumes the client position in all internal transaction.
Contact Source quality department makes sure that the process is sufficient and is being followed. Accordingly, the customer is receiving the service at a level that meets his/ her expectations.
Reporting
We provide
• Transactional Reports for Customer Activity Tracking
• Analytical Reports for decision Making
• Using our reports, you geto Higher Performance
o More Timely
o More Control
Inbound Voice
Outbound Voice
Social Media
Report Frequency
Daily Reports
Weekly Reports
Monthly Reports
Campaign Feedback Reports
Performance Dashboard
Sample Reports – Inbound Voice
Call type Row Labels Count of Call Type
ReservationReservation 1000Cancellation 20
General Inquiry
Location 1200Head Office 300
working hours 400Price 600
ComplaintStaff 10Delay 70
Grand Total 3600
Ad Source Count
Facebook 1700
Friend 600
Internet 1180
140 Daleel 120Grand Total 3600
0
200
400
600
800
1000
1200
Reservation Cancellation Location Head Office workinghours
Price
Reservation General Inquiry
1000
20
1200
300 400600
Call Type
0
500
1000
1500
2000
Facebook Friend Internet 140 Daleel
1700
6001180
120
Ad Source
Sample Reports – Inbound Voice
# Date Customer Name Gender Mobile 1 Landline District City Call Type Sub Call Type Call Description Replay Ad Source1 1-Apr-15 ABC F 010xxxxxxx 02xxxxxxxx المعادى القاهره Reservation Reservation اليوماالستفسار عن امكانيه الحجز فى نفس صيلتم افادته بالتفا Facebook2 2-Apr-15 XYZ M 012xxxxxxx الهرم القاهره General Inquiry Location االستفسار عن العنوان صيلتم افادته بالتفا 140 Dalel
Operations Report April 2015
Date Offered Handled Aban. SL Aban Rate
01-Apr-15 1200 1190 10 90% 1%
02-Apr-15 1150 1000 150 85% 13%
03-Apr-15 1100 1050 50 95% 5%
04-Apr-15 900 900 0 88% 0%
05-Apr-15 1500 1480 20 80% 1%
06-Apr-15 1660 1500 160 92% 10%
07-Apr-15 % %
08-Apr-15 % %
09-Apr-15 % %
10-Apr-15 % %
Sample Reports – Outbound Voice
# Date Customer Name Gender Mobile 1 Landline District City Sold Package Delivery Date Delivery Time Dispostion Comments
1 1-Apr-15 ABC F 010xxxxxxx 02xxxxxxxx No Answer
2 2-Apr-15 XYZ M 012xxxxxxx الهرم القاهره Call Back After 3 PM
3 3-Apr-15 XXX F 011xxxxxxx المعادى القاهره XX 05-Apr-15 17:00 Done Sale
Dispositions Count %
No Answer 5600 99%
Not a working number 46 1%
Not Reached 5646 100%
Call Back 3000 43%
Wrong Number 390 6%
Done Sale 830 12%
Not Interested 2700 39%
Reached 6920 100%Grand Total 12566
0
1000
2000
3000
4000
5000
6000
No Answer Not aworkingnumber
Call Back WrongNumber
Done Sale NotInterested
5600
46
3000
390 830
2700
Dispositions
Sample Reports – Social Media Support
# Date Customer Name Gender Inquiry Type Inquiry ReplayTime
Resulotion Duration SLReceived Resolved
1 01-Apr-15 XYZ F Order I need to Order XXX Handled 16:00 16:08 0:08:00 7 On Time
2 02-Apr-15 ABC M General Inquiry what is the address Handled 17:08 17:30 0:22:00 20 Delayed
Row Labels Count of SL
On Time 900
Delayed 30
Grand Total 930
0
100
200
300
400
500
600
700
800
900
ON TIME DELAYED
Social Media SL
0
500
1000
Location Orders
650300
Inquiries
Services PortfolioContact Center
E-Commerce
CR
M
Voice Digital Media
Inbound Social Media Support Online Order Management
OutboundSocial Media Engagement & Monitoring
Product Update Management
Digital Media Campaigns Management
Website Design & Development
Fulfillment
End to End Service
Co
mp
reh
en
sive
D
atab
ase
Services – Voice
• General Inquiries
• Ad Response
• Complaint Handling
• Switch Board
• Technical Support
• Order Taking
Inbound
• Telemarketing
• Profiling
• Tele-Survey (CATI)Outbound
Services – Social Media
• General Inquiries
• Complaint Handling
• Order TakingSocial Media Support
• Social Media Analytics
• Influencer Profiling and Analysis
Social Media Engagement & Monitoring
• Google GSN & GDN
Digital Media Campaigns Management
Services – E- Commerce
• Manage Order Online.
• Online Order Verification.
• Order Fulfillment Follow up.
• Order Fulfillment.
Online Order Management
• Online Stock Update.
• Product Information Management.
• Market Intelligence Service.
Product Update Management
• Static Website Design & Development.
• Dynamic Website Design & Development.
• Content Management and Update.
Website Design & Development
Services Details
Contact Source provides a wide range of services that are still streamlined in way that serves the customer needs, aiming for:
• On Time Service
• High Quality Service
• Customer Delight and loyalty
• Proper reporting and Decision Making tools o Daily, Weekly and Monthly
o Better Control
o Higher Performance
21/04/2015 Event Name 23
Customer Service
General Inquiries & Complaint Handling
We target 80% First Call Resolution (FCR)
Escalation Procedures cater for fast complaint closure
Customer Satisfaction Surveys (VOC)
CRM comes seamless with our Service.
21/04/2015 Event Name 24
Customer Service (Cont.)
Deliverables• Activity Reports with all details
• Analytical Reports including “Closure rate” and “Staff Performance”
Benefits• Higher Customer Satisfaction and Customer Loyalty
• Scalability
• Reportingo On Time
o Accuracy
21/04/2015 Event Name 25
Ad response
Contact Source Handles all inquiries generated from Ads with Guaranteed Service Level >80/20 and Aban rate < 5%
Client needs to inform us with the date and time of the Ad
Staff according to the historical records and best practices.
Scale up and down according to the traffic
Outage mode is applicable in case of extraordinary traffic
21/04/2015 Event Name 26
Ad response (Cont.)
Deliverables• Activity Reports with all details
• Analytical Reports including “Level of Interest” and “Ad Source”
Benefits• All customers are handled
• No lost Sales Opportunities
• No extra burden to hire temp people for the Ad time
21/04/2015 Event Name 27
Order Taking
Centralize your Customers’ orders in one place Routing orders, follow up and escalation Delay incidents are reported on the spot
Deliverables• Operational and Analytical Reports• Cashier reconciliation Reports
Benefits• Higher cost efficiency, due to reduction in Workforce• Avoid Customer Duplication• Better Control
21/04/2015 Event Name 28
Switch Board
Service Description• Human IVR• Customers don’t know where to go, which wastes everyone’s time, and leaves
the customer dissatisfied.• Switch board agent, listens to caller, identifies his/ her issue and directs the
call to the right person.
Benefits• We respond to all caller.• We follow up, if our employee is not doing a good response.• Raise Customer Satisfaction.• Reports.
21/04/2015 Event Name 29
Database Building & Profiling
We build Database for the client as per the intended criteria.
Profiling Campaigns, to collect the needed information.• Mandatory Data• Nice-to-have Data
Benefits:• Pre-requisite for Telemarketing and Telesales Activities.• Save time and effort taken to build the proper database; thus reducing the
overheads burden in that phase.• 95% error-free Data is guaranteed
21/04/2015 Event Name 30
Database Building & Profiling (Cont.)
Security and confidentiality• With our sophisticated data security standards, rules and technologies, we
guarantee excessive security results for your information and data.
• Database repository remains the property of Client.
• Complying with the International quality standards, Contact Source commits to Client data security levels that can barely be achieved if done in-house.
Productivity• With its current capacity, Contact Source can go up till 200 Profiled accounts/
day, with the detailed data
21/04/2015 Event Name 31
Database Building & Profiling (Cont.)
21/04/2015 Event Name 32
Setting Database
criteria
Data Collection
Duplicates Removal
Parent/ Child
Company linkage
Data profiling
campaign
Quality Control
• Deliverables
• Robust, validated, clean, secure database records with more than 90% accuracy level.
• Successful records for candidates who received the link and proceeded through the payment.
• Complete reporting system as arranged with Client.
Telemarketing
One-To-One Marketing Communicate your message and raise awareness Capture Feedback
Deliverables & Output• Sales Opportunities• Operational and Analytical Reports
Benefits• Provides a great decision making tool• More effective way of raising the awareness of the potential clients.
21/04/2015 Event Name 33
21/04/2015
Data Entry
It is digitizing of hard copies, in one or more language (s) Double Entry of each word and character Quality Monitoring is population-based and not sample-based. Targeted Quality is 99.5%
Deliverables• Digital Documents• Operational and Analytical Reports
Productivity• Up to 100,000 Key strokes/ day.
Event Name 34
Sample of Our Clients
![Corporate social responsibility as a source of employee …102]Corporate social... · Corporate social responsibility as a source of employee satisfaction Christopher W. Baumana,*,](https://img.dokumen.tips/doc/110x75/5ab28a037f8b9ad9788d46fb/corporate-social-responsibility-as-a-source-of-employee-102corporate-socialcorporate.jpg)
![Corporate Contact Syncnhronization[1]](https://img.dokumen.tips/doc/110x75/577cdfda1a28ab9e78b21ea7/corporate-contact-syncnhronization1.jpg)
