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OutsourcingContact Center Services

أدسيرف كونتاكت سنتر Adserve Contact

Center Advertising service company Business Development team

Al-Khobar - KSA


Situation

The time is good for him, business is good.

Your existing team is doing good

Business is flourishing.

But few customers are getting missed.

Callers are thrown out, customers starting to complain.

Staff are getting messed.


Situation

What has actually changed?

The product is still good.

Sale is still high

But people have started to complain about the customer service……


Situation

Situation at Customer Service

Call Come in Staff rush to Answer

More call come in Staff still try’s to AnswerWha

t hap

pen

then

?

Wha

t hap

pen

then

?


Situation


Staff Exhausted

Customer facing busy line, angry at busy or long queue

Customer were not attended properly

Customer if attended were not answered properly


Situation

Lack of attention in Customer Service will ultimately lead to downfall in sales and business



Situation

This is one such situation which we mentioned, but this situation is present in most of the service organization today!!!!!


Situation

Sometime the customer need a very simple service and it takes him a very long time

The customers either face a busy line

or have to wait in a long queue.


Now what’s the Solution?

What’s the Solution to all the problem related to customer


Solution is :-

A.C.CYOUR CUSTOMER ARE NOW OURS…..


What is ACC?

ACC stand for

Adserve Contact Centre.

We specialize for customization & integration of all available tools for customer care within our services to provide top Inbound, Outbound & interactive services for the clients from different industry segments.


What we mean by Outsourcing?

We are not manpower supplier.

We are providing Complete

outsorcing contact centre

Services to serve client customer

either in our premises or in client premises


ACC Philosophy

Our Philosophy is –

•Work with the clients to create a solutions to satisfy his customer.

•Ability to serve customer in minimum time of service

•High Productivity, to serve maximum number of customer


Service offered by ACC?

ACC provide the service organisation with

Solution & Services For Customer Care

We understand our client current situation and problem on customer service formulate a solution and then implement our services based on the solution which solve and eradicate the problem of customer service


What ACC do?

To provide companies and Institutions a solution in improvising, solving problem and qualitating services with respect to handling customer relationship and directly or indirectly enhancing business

To maintain this relation between clients and its customer. ACC will use all the latest available communication tool


How we do it?

Integration

Client

Goals

Communication

People

(The Customers)

Technology

We create and implement solution and services by analyzing the client problems & service goals by integrating all components to reach the clients objectives


Outsourcer Benefits


Benefit to our client

By outsourcing the service to ACC, we undertake the headache of customer service problem on behalf of our customer, by employing trained staff and using a professional software for a customer service thereby we allow our client to focus on their core business


Benefit to our Client

We will help them in cutting down cost and improvising the service. The cost require to –

• Management and Creative team who is responsible for evaluating, strategic planning, implementation and interfacing for customization.

•Investing in technology and the quick changes in technology.

•HR Operation for staff, Agent, Supervisor, IT Technician, Developers and supported staff.

•Training and ongoing training services

•Other expenses e.g.. Office space, Allowances.


ACC Premises

•The Premises is supported by call centre hardware and software

•Connected with all communication methods.

•Fully quipped with a proffesional agent tools, IG, Pc’s, headset etc..

•Ready to work round the clock.

•Designed to accept both male and female operation with a license from the authority for female section.


Business Option

We have the experience to serve and develop complete contact center operation services either to be within our premises or client premises.

COSComplete Outsourcing

Services

BOT (Build Operate Transfer)

System

MOD(Management & Operational & Development)



We can built, operate and transfer the operation to the organization after finishing our contract with the client. Usually that happen on client premises to secure his information.

If the client need us to continue operation and managing and developing he can continue in MOD service..

Business Option


Services

BOT Build Operate Transfer




Client

Build ItOperate ItTransfer it

Business Option


Services


MODManagement & Operational & Development



MOD (Management & Operation & Development) here we are providing a service to the organization who have a call centre setup and they need a company to operate the setup, manage it and develop the operations on client premises.

Business Option


Services





Method of Service

We provide our service by the following method

Inbound Service

Outbound Service

Self Service Interactive Service


Inbound & Outbound

ACC will provide both Inbound & Outbound service

ACC Agents

Customer/ Prospect client

An inbound is one that exclusively or predominately handles call/ contact initiated by the customer

An outbound is one in which call center agents make contact / calls to customers on behalf of a client.

I n b o u n d

O u t b o u n d


Inbound/Outbound Usage

Inbound / Outbound call for Customer service

•Order Taking•Order Completion•Customer Satisfaction•Loyalty Programs•Telemarketing & Telesales•Market survey / Research

•Collections•Customer Acquisition•Technical Support•CRM•And many more


Interactive & Self Service

ACC System

Customer/ Prospect client

Listening the recorded information

Calling the System

Sending Interactive SMS

Receiving the desired information


I & S Usage

•Order Confirmation•Banking Service•Product Promotion•Recorded Information•Information Acquisition

•Personalized Information•Order status / Tracking•Content Management•Product / Service contest•Loyalty Programs Information

Interactive & Self Service usage in the organisation


Call Flow Service

Customer Call800 / 700 / 9200

Call Divert

The call will divert if the service is within

Client Location

The call will divert if the service is within

ACC Location

Client Operation

ACCOperation

Self Service

Agent Service

Interactive ServiceClient Database /

Service Portal

Customer send Interactive SMS

Self Service

Agent Service

Interactive Service


A Call Example with ACC

For interaction with the self services

Welcome Message

For Self service Press 1, For calling an agent Press 2, For Recorded Messages press 3

For transfer to service agent Service 1

Service 2

To call Agent

On Pressed 1On Pressed 3

•Drop call are very less•Customer do not have to wait a lot•Many Agents to attend a call•Nature of call predicted

Agnet 1

Agent 2

Agent 3

Listening for recorded

information

To call Agent

On Pressed 2

Info 1

Info 2

Customer Call Comes in any number as –

8 0 0 / 9 2 0 0 /7 0 0


ACC Packages / Projects

VMART

WESERVE

CUT COST

ADSERVE CALLOnline Tele-Shopping Services

Call & Shop

IN-SITE SERVICESSpecial packages for small & medium

operations

SHARE SERVICESShare contact center services


ACC Operations

24h12h

We are able to serve 24/7We are able

to serve 24/7

We have well trained agents and supervisor both gents and ladies to serve all type of client customer and also a troubleshooting team working 24/7


Why joining ACC ?

•The max use of technology and communication.

•Creative solution can be adapted.

•Cut off the cost

•Work jointly with customer for customization purposes.

•Quick service in support and development

•Experience in interactive and promotion solution.


Technology Used -

•The technology used by ACC can be interface with any technologic system

•High quality of developers for creating any solution to enhance our system to serve our client

•We are able to connect our system with all telephone call, protocol, e.g.. 700, 800, 9200


Media

Who can work with ACC?

All sectors who have customers & public and their work depends on customer service.


MAZIKA

Dream 1/2Osool

ETVMTC

Nojoom

Alrai

Almehwar

Our Experience

ITV AlshababiyaRotana Khalijia

Since 2004, Adserve has started providing contact center services for different media houses and TV channels for supporting interactive services and TV programs 24/7.


What we can do for you

This is a preliminary presentation to know about ACC (To create a solution and services.)

A lot of information required within your organization to customize the solution and proposed to you complete tailored made plan.


What we need from you

In order to create excellent customer care service which reflects the image of the company.

We need a series of meeting with the concern person of your organization to discuss and investigate various paramters which enable us to understand the problem and cuztomized solution to it.


About Adserve

Is one of the specialist companies in these fields:

•Contact Center Services

•IVR/SMS Interactive Solutions

•Loyalty Management Programs

•Marketing Services & solutions

•Advertising services

•Media Services & TV. Consultant

•Mobile Content Applications

•Workflow Automation Solutions


Thank You

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