Handling Missed Calls & Poor Customer Experience
Overview: The client had an existing contact team of specialists handling business hours calls, however after hours calls were not catered for, resulting in a poor customer experience The calls
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Utilities, Renewables and Energy
When your current VOIP solution has poor call quality
Overview: The client had a VOIP solution in place for their business of 20 plus employees Their system was originally purchased on the cheapest price and subsequently found wanting with
When you need quality control reviews for continuous improvement
Overview: The client had a 24/7 helpdesk service with complex call flows These flows involved multiple decision points in order to resolve the call efficiently. They engaged us to enhance
When you need to validate your after hours service calls
Overview: The client had an after hours call out service whereby callers could request urgent attendance without paying up front This was resulting in high costs being incurred without recovery
When you want to compliment the user experience for your website with live help options
Overview: The client was developing a new website which they were anticipating would attract significant interest The client wanted to maximise self help whilst also providing a seamless transition to
When you need 24/7 remote monitoring to keep people safe
Overview: An Information Technology and services provider of alarm monitoring equipment required an Australian-based partner to provide 24/7 contact centre support. In the event of an alarm being activated, the
When you need to convert qualified leads into appointments for your sales team
Overview: The client was receiving more leads than they could handle each week They engaged us to call these leads and arrange appointment times in a shared calendar for their
When you need low cost administrative support
Overview: The client had a large and growing network of franchisees Their processes generated large amounts of paperwork to complete quotations and orders which was becoming problematic for the franchisees,
When you have a high volume of data to be captured in the most cost-effective way
Overview: The client had an existing team of specialist data capture analysts Specialist data capture analysts were being used for low skill data processing They engaged us to build a
When you need to integrate email support into your inbound call management
Overview: Our client already used our services for voice related call handling and escalation services Our client secured a new contract that included a new requirement for handling automated email
When you need to improve your response to new business enquiries
Overview: The client had a mobile sales force working with new estate display homes making it difficult to track success rates of customers expressing interest They engaged us to answer
When you need to the most cost-effective communication solution
Overview: The client had been using an afterhours contact centre but this was becoming too expensive They engaged us to a more cost-effective solution The client has now been very
When your clients expect 24/7 support
Overview: The client’s customer base typically only needed business hours support and now needed a partner to provide the afterhours component so they could deliver this They engaged us to