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Apaga Call Services Division April 2013

Apaga Call Services Division April 2013. Successful international projects and partners in Armenia. SPYUR. MEDIAMETRIE. International Contact Center in Yerevan (Armenia).

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Apaga Call Services Division April 2013

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  1. Apaga Call Services DivisionApril 2013

  2. Successful international projects and partners in Armenia SPYUR MEDIAMETRIE

  3. International Contact Center in Yerevan (Armenia) • Languages : Armenian, French Russian, English,, Spanish, Portuguese, Arab, German, Flamand, Swedish, Romanian, Georgian, Pharsi Operations: Inbound calls: • Customer service representative/agent • Customer care • Hot line Outgoing calls • Telemarketing • Telesales • Databases qualification • Customer satisfaction survey Back Office - emails • Promotion campaigns • Mailing

  4. DETAILS ON REALIZED CAMPAIGNS Several campaigns of telemarketing done with Orange Armenia: OAM launch`s period(2 weeks), 20.000 SIM cards sold by ICC during a telesales campaign Almost 3 years our 3 operators are assuring all the hot lines for Philip Morris Armenia More then 3 years ICC is doing regular telemarketing and telesales campaigns in B2B sector to encrease Microsoft licenced products penetration into the market

  5. DETAILS ON REALIZED CAMPAIGNS Different campaigns of telemarketing done: 2 years of cooperation and more then 40.000 new subscribers recruited for REED Business Magazines Different kind of survey`s done in Sweden, UK, France, Spain, Brazil, Germany, Portugal, Netherlands Regular surveys realized to measure the awareness of the population on their rights in financial market Sales of travel packages in France, UK, Russia, Sweden. Yearly about 2000 travel packages sold. Heritage resorts hotels

  6. DETAILS ON REALIZED CAMPAIGNS Call center for 3 markets France, Belgium and Luxembourg, answer to the clients questions, travel packages sales, tickets, hotels reservations. Dayly about 3000 calles treated. European largest site of luxury products. Client support by mail and phone in portuguese, spanish, italian, german, english, flamish. After sales support, QA, online sales, delivery. www.tictactime.com Regular surveys realized to measure the awareness of the business people on the inspection reforms

  7. Processing of Calls • Incoming Calls: Waiting for a new call Salutation CallDefinition Call processing Problem solving Call qualification Call closing Call transferring to DB Incoming calls Forwarding to Destination

  8. Processing of Calls • Outgoing Calls: Salutation Representation Call processing Proposal submission Sales Call Qualification Waiting for a new call Call closing Call transferring to DB Outgoing calls

  9. Customer service representative • Customer service representatives are responsible for answering phone calls from their company’s customers. They listen to, grasp and address the caller’s problems in a timely manner. They perform their tasks following the company’s line of conduct and are polite and courteous with callers. They regularly follow up customer files and call them back in the event of emergencies. They are overseen by supervisors who monitor their calls on a regular basis. • Receives, processes and verifies the accuracy of orders from customers utilizing the organization's internal • Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. • Ensures and provides quality service to both internal and external customers. • Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues. • Service management with the data for inclusion in various scheduled and special reports • Performs assigned system maintenance to various electronic order files. • Participates and provides expertise as a member of the customer service’s departmental team. The team's • Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.

  10. Promotion Campaigns • Include a sales lead generation telemarketing/telesales program with your new product launch to identify and deliver the decision-makers who are ready for your latest innovation. • Profile decision makers and influencers for the product or service • Prioritize contacts for product trial and sales • Determine interest level for benefits and features • Deliver opportunity to purchase new product • Provide follow-up information and contact • Leave behind a targeted voice mail message to soften upcoming demand generation tactics • Clean list to remove inactive or unresponsive names • Provide statistics on the call results to measure campaign effectiveness • Make your next new product launch most effective with our telemarketing lead generation service!!!

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