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The CanTalk Advantage. Any Language. Any Application. Contents. CanTalk Overview Service Capabilities Update on the Canadian Scene Call Centre Fulfillment Summary Benefits. Your CanTalk Capabilities. International Telecom Resale Telecom Billing and Collection

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slide2

The CanTalk Advantage

Any Language. Any Application.

slide3

Contents

  • CanTalk Overview
  • Service Capabilities
  • Update on the Canadian Scene
  • Call Centre Fulfillment
  • Summary Benefits
slide4

Your CanTalk Capabilities

  • 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!
slide5

Applications

  • Government – health and public safety,
  • Telecom,
  • Legal,
  • Agriculture,
  • Finance and real estate,
  • Worldways.
slide6

CanTalk – Your advantages

  • 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
slide7

CanTalk – Your Languages

  • 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
slide8

Call Centres/Contact Centres

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
slide9

Call Centre Service

  • 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.
slide10

Why CanTalk?

  • Why Winnipeg?
slide11

Why CanTalk?

  • 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
slide12

Why Winnipeg

  • Qualified and educated workforce
  • Stable, educated and bilingual workforce
  • Savvy call center environment
  • Central strategic location
  • Strong work ethics
  • Cost competitive
slide13

Language Services

  • 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
slide14

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.

slide15

CanTalk as the Call Centre Provider

  • 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.
slide18

CanTalk Response and Fulfillment Plans

  • Dedicated multilingual support services
  • Other languages
  • Recruiting
  • Training
  • Quality standards
  • Service levels 4-12 second response time
slide19

Customer Fulfillment

  • 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
slide20

Quality

  • Proactive quality control process
  • Call monitoring, call quality, immediate feedback and control
  • Total quality philosophy
  • Customer satisfaction and continuous improvement
slide21

Typical Client Objectives

  • 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

slide22

Ramp up

  • 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
slide23

Summary Benefits

  • 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 agentscontinued
slide24

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
slide27

Long Distance Call Handling Application

Mobile

Home

At sea Office Train Cell Phone

Caller places call through Telecom Provider

Call is routed to CanTalk Operator center

slide28

Home

At sea Office Train Cell Phone

  • 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

slide29

Home

At sea Office Train Cell Phone

Destination

Number validated using LIDb database.

Destination

Number Dialed,

And acceptance

Of call requested.

slide30

At sea Office Train Cell Phone

Home

CanTalk operator

completes the call

leaving the caller

connected to the destination party

slide31

CanTalk Canada Language Operator Call Flow

Chinese

Caller

Operator Defaulted Call in Language

Access Via

Foreign and Domestic International Toll Networks

Japanese

Caller

Global Access Platform

German

Caller

CanTalk Canada Language Centre

Language Determination Algorithms

German Language

Chinese Language

Other Languages

CanTalk Canada Inc. --Language Centre

CMS

Call Statistics - Day, Time,

Length of calls, Language

Types, Call Volumes, and

Billing.

CanTalk OSP

SAC

SAC

SAC

Language Services

Request Identified

Language Services

Request Identified

Language Services

Request Identified

CTI

On-Site

Language

Operators

In-Language Operator Services

German Services

Queue

Chinese Services

Queue

Other Language

Services Queue

Language Types

CanTalk Canada Inc. Proprietary

*Service Access Code

slide34

Detailed Reseller Reports

Emi 175

Records

For Destination

billing

Emi 175 Third Party Billing Record

0105010105211157000112101001094492242840000000100000000024540024000120000000003400000010000000000000000000000000954922228413337 062300000000000000000000000

tabulation and processing
Tabulation And Processing

Trend Analysis

Show Weekly and Daily Forecast Data

Prepare Table Data

Close

slide39

Merci

Thankyou

Any Language. Any Application.