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Any Language. Any Application.
The CanTalk Advantage
• CanTalk Overview
• Service Capabilities
• Update on the Canadian Scene
• Call Centre Fulfillment
• Summary Benefits
Contents
• International Telecom Resale
• Telecom Billing and Collection
• Operator Services
• Language Services
• Prepaid Services
• Call Center Services (inbound and outbound)
• International Directory Assistance
• Plus …
All in the language of your customer’s choice!
Your CanTalk Capabilities
• Government – health and public safety,
• Telecom,
• Legal,
• Agriculture,
• Finance and real estate,
• Worldways.
Applications
• Combined 200+ years of Telecommunications Customer Service
• Experience
• State of the art 7x24 call center in Winnipeg, Manitoba
• Network of language specialists off site and operator/CSR’s onsite
• Extensive experience with international card transactions and reseller
customer services
• Knowledge of languages and cultures and in the development of
marketing strategies aimed at ethnic markets
• Patented language applications and routing engines
• Process over 500 K calls per month
CanTalk – Your advantages
CanTalk offers multilingual operator and call center customer services
• in over 110 languages
• to over 140 countries
Supported by a network
• of over 1200 interpreters and translators
• 200 on-site language specialists
• 350 remote operator agents
CanTalk – Your Languages
ADVANTAGES
• Fully customized, live-voice, advanced
technology solutions
• Enables ethnic customer service, expands
demographic reach
• A rapid solution for unpredictable peak volumes
• Reduces costs for contact center and
language applications
Call Centres/Contact Centres
Tailored to suit customer care needs
• Billing inquiries
• Help line
• New product/service introductions or promotional
initiatives
• Valuable data collection, tracking up to 35 call details for
marketing and technical attributes.
Call Centre Service
•Why CanTalk?
•Why Winnipeg?
• Linguistic professionals specialized in business disciplines
• High level knowledge of language and cultural differences
• Accessible services from almost anywhere in the world
• Advanced language telecommunications technologies
• Internet applications and fulfillment
• Strict standards and code of security and confidentiality
• Escalating 24x7 technical and application support
• Data recovery and analysis, crisis management/ disaster recovery
• Can customize to any industry
• Multiple and complimentary services
• Customer report management process oriented
Why CanTalk?
• Qualified and educated workforce
• Stable, educated and bilingual workforce
• Savvy call center environment
• Central strategic location
• Strong work ethics
• Cost competitive
Why Winnipeg
Language is at the center of everything CanTalk does
• In language customer services
• In language operator services
• Over-the-phone interpretation and rapid translation
• Custom or self-tailored translation
• Custom-designed language service packages
• Language consultation
Language Services
Your Customer
People live and think in their native language. If you want to communicate with people of other ethnicities and have them truly relate to your products or services, you must speak the language…. ... their language.
• Customized language services and applications that will further extend and enhance your product offerings fueling revenues and fortifying greater marketplace presence within North American ethnic and international communities.
• One comprehensive setting, inbound contact center support and service offerings that would be value-add to existing customer service.
• In an outsourcing format, link CanTalk's call center and specialized language capacity to your existing services and infrastructure to achieve optimum efficiencies and maintain quality standards.
CanTalk as the Call Centre Provider
Manitoba's Population by Ethnic Origin
Aboriginal15%
Belgian1%
Canadian17%
Portuguese2%
Hungarian0%
English12%
Irish0%
French6%
Scottish5%
Filipino4%
Polish3%
Dutch3%
Ukrainian11%
German14%
Icelandic1%
J ewish2%
Italian1%
South Asian2%
Chinese2%
Source: Statistics Canada 1996 Census
Languages Serviced
Italian
24%
Cantonese
23%
French
13%
Dutch
Dari
Croatian
Creole
Farsi
English
9%
Hungarian
Hindi
1%
HebrewGujarati
Greek
1% German
Kurdish
Korean
2%
Khmer
J apanese
1%
Yugoslavian
Bosnian
Bengali
Mandarin
6%
Macedonian
Low German
Portuguese
5%
Sinhalese
Somali
Vietnamese
2%
Polish
4% Ojibway
Lithuanian
Lao
Serbo-Croatian
Arabic
Amharic
Albanian
Urdu
Ukrainian
Slovak
Serbian
Saulteaux
Russian
Romanian
Punjabi
2%
Tagalog
SwahiliSpanish
3%
Turkish
Tamil
1%
• Dedicated multilingual support services
• Other languages
• Recruiting
• Training
• Quality standards
• Service levels 4-12 second response time
CanTalk Response and Fulfillment Plans
• Customization process for assessment of customer requirements
• Full customer service support- Technical review and application development- Data analysis and forecasting to support customer application- Language integration into customer application- Training – customization, - language specific, - technical application- Application implementation in to operations
• Multiple technology deployment options
• Project management implementation team process
• On-going technology review process
Customer Fulfillment
• Proactive quality control process
• Call monitoring, call quality, immediate feedback and control
• Total quality philosophy
• Customer satisfaction and continuous improvement
Quality
• Reduce cost of current bilingual services
• Improve timeliness and provide direct two way communication "in" language
•Improve efficiencies of response and seamlessly integrate with current operations
•Ensure quality standard of qualified advisors
•Build portfolio of extended supplementary services that provide new competitive advantages
Typical Client Objectives
• Strategic IT and IS growth planning
• Marketing and engineering project teams
• Modular and scalable technology platforms
• Single layer implementation process
• Client/Customer information process
• Client/Customer sign-off
Ramp up
• 24 hour immediate access to 110 languages
• Cross cultural experience and deep understanding of world cultures
• Proven skills and capabilities in direct customer interface with inquiries and customer satisfaction issues
• Experience and expertise in handling of emergency issues over the phone
• Highly competitive rates
•A central location to all time zones
• Accent neutral language services agents
continued
Summary Benefits
•A seasoned contact center environment with a skilled and knowledgeable labor force
•Access to a private global network and telecommunications services such as collect, concierge and competitive long distance calling
•Branded language and long distance card products for customers or employees
•Innovative solution and strategies to complement business objectives
•CanTalk's proprietary forecasting tool that reduces cost and overhead
Summary Benefits
Call Management and Reporting
GlobalTelecom
Caller places call through Telecom Provider
Call is routed to CanTalk Operator center
CanTalkVoice / Data Switch
TDM / VOIP
Mobile Home At sea Office Train Cell Phone
Long Distance Call Handling Application
OSP
GlobalTelecom
CantalkVoice / Data Switch
CanTalk’s Switch process’s Routing and Language algorithm to Determine
•Country of Origin
•Language
•Country
•Call Rates
•Personalized Scripting
Call is then connected.
The appropriate operator follows script and request’s the destination number for dialing.
Mobile
Home At sea Office Train Cell Phone
CanTalkVoice / Data Switch
TDM / VOIP
GlobalTelecom
OSP
Destination
Number validated using LIDb database.
Destination
Number Dialed,
And acceptance
Of call requested.
LINE InformationDatabase
CantalkVoice / Data Switch
CanTalkVoice / Data Switch
TDM / VOIP
Home At sea Office Train Cell Phone
GlobalTelecom
CantalkVoice / Data Switch
CanTalk operator
completes the call
leaving the caller
connected to the destination party
CantalkVoice / Data Switch
TDM / VOIP
Home
At sea Office Train Cell Phone
Operator Defaulted Call in Language Access Via
Foreign and Domestic International Toll Networks
Global Access Platform
German Language Chinese Language Other Languages
SAC SAC SAC
CanTalk Canada Language Centre
German ServicesQueue
CMS Call Statistics - Day, Time,Length of calls, Language Types, Call Volumes, and Billing.
CanTalk Canada Inc. --Language Centre
On-SiteLanguageOperators
In-Language Operator Services
CTI
Language Types
CanTalk OSP
Chinese ServicesQueue
Other Language Services Queue
Language Services Request Identified
Language Services Request Identified
Language Services Request Identified
Language Determination Algorithms
CanTalk Canada Inc. Proprietary
Chinese Caller
JapaneseCaller
* Service Access Code
GermanCaller
CanTalk Canada Language Operator Call Flow
Real Time Call Performance Monitoring
Real Time Language Operator Monitoring
Emi 175
Records
For Destination
billing
Daily Call Volumes : August 18, 2001 for Inbound CallsCountry Of Origin Total Call Volume Billable Calls Billable Minutes
Australia 1301 260 700Denmark 143 29 50
Chile 30 6 30Colombia 597 119 5788Costa Rica 1783 357 444Guatemala 989 198 268
Haiti 6375 1275 4456Mexico 2507 501 221
Philippines 1122 224 111St. Martain 288 58 44Grand Total 15135 3027 12112
Emi 175 Third Party Billing Record
0105010105211157000112101001094492242840000000100000000024540024000120000000003400000010000000000000000000000000954922228413337 062300000000000000000000000
Detailed Reseller Reports
Forecasting Process for Inbound Calls
Agent Scheduling
and
Tabulation And Processing
Date Creole English French Spanish Tagalog
8/20/01 2,733 941 723 862 750
8/21/01 2,969 850 678 780 695
8/22/01 3,156 883 697 873 812
8/23/01 3,490 916 863 802 763
8/24/01 3,397 901 811 843 833
8/25/01 2,969 862 733 881 792
• Trend Analysis
Prepare Table DataShow Weekly and Daily Forecast Data Close
Remote access via Public Switched,ISDN, ADSL and Cisco Voice
Applications
INTERNET
CanTalk Canada Inc.
OSP ServicesPost/PrePaid,
Collect, DA, IDA
1-800, ITFS,Private Line
DS3/T1/DS0,Frame Relay
NT/IP DialogicVoice/Data Switch
NT PBX
VPNServer
RemoteOperator
Assistance (ROA)
OSP Business
RemoteInterpreter
CiscoRouter
Customer VPNServer
File/ApplicationServer
OperatorCustomer Care
Workstation
DedicatedFrame Relay
Line
Fiber LinkTo
Internet
CanTalk VPNServices
LSP ServicesInterpretation,
Contact Centre,Customer Care
Programs
Remote Access via Public Switched,ISDN
ICR(Intelligent
CallRouting)
LSP Business
Customer CareInterpretation Services
Operator ProcessesDirectory Assistance
International DAOperator Assistance
Collect & PrepaidCredit Card Call
Client ProcessesCDR Billing
Application DevelopmentVirtual Mail Boxes
Concierge ServicesPaging Services
ForecastingClient Reports
SQL Server
Web Server
Firewall / Router
On Site and Remote Services
Mail Server
Proxy Server
File Servers
Client Applications
Forecasting Database
CanTalk Service and Continuity
Any Language. Any Application.