Presentation Rev2


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Presentation Rev2

  1. 1. أدسيرف كونتاكت سنتر Adserve Contact Center Advertising service company Business Development team Al-Khobar - KSA Outsourcing Contact Center Services
  2. 2. 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.
  3. 3. Situation What has actually changed? The product is still good. Sale is still high But people have started to complain about the customer service……
  4. 4. Situation Situation at Customer Service Call Come in Staff rush to Answer More call come in Staff still try’s to Answer What happen then?
  5. 5. Situation Situation at Customer Service Staff Exhausted Customer facing busy line, angry at busy or long queue Customer were not attended properly Customer if attended were not answered properly
  6. 6. Situation Lack of attention in Customer Service will ultimately lead to downfall in sales and business Situation at Customer Service
  7. 7. Situation This is one such situation which we mentioned, but this situation is present in most of the service organization today!!!!!
  8. 8. 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.
  9. 9. Now what ’ s the Solution? What’s the Solution to all the problem related to customer
  10. 10. Solution is :- A.C.C YOUR CUSTOMER ARE NOW OURS…..
  11. 11. What is ACC? ACC stand for A dserve C ontact C entre . 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.
  12. 12. 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
  13. 13. ACC Philosophy <ul><li>Our Philosophy is – </li></ul><ul><ul><li>Work with the clients to create a solutions to satisfy his customer. </li></ul></ul><ul><ul><li>Ability to serve customer in minimum time of service </li></ul></ul><ul><ul><li>High Productivity, to serve maximum number of customer </li></ul></ul>
  14. 14. 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
  15. 15. 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
  16. 16. How we do it? We create and implement solution and services by analyzing the client problems & service goals by integrating all components to reach the clients objectives Integration Client Goals Communication People (The Customers) Technology
  17. 17. Outsourcer Benefits
  18. 18. 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
  19. 19. Benefit to our Client <ul><li>We will help them in cutting down cost and improvising the service. The cost require to – </li></ul><ul><ul><li>Management and Creative team who is responsible for evaluating, strategic planning, implementation and interfacing for customization. </li></ul></ul><ul><ul><li>Investing in technology and the quick changes in technology. </li></ul></ul><ul><ul><li>HR Operation for staff, Agent, Supervisor, IT Technician, Developers and supported staff. </li></ul></ul><ul><ul><li>Training and ongoing training services </li></ul></ul><ul><ul><li>Other expenses e.g.. Office space, Allowances. </li></ul></ul>
  20. 20. ACC Premises <ul><li>The Premises is supported by call centre hardware and software </li></ul><ul><li>Connected with all communication methods. </li></ul><ul><li>Fully quipped with a proffesional agent tools, IG, Pc ’ s, headset etc.. </li></ul><ul><li>Ready to work round the clock. </li></ul><ul><li>Designed to accept both male and female operation with a license from the authority for female section. </li></ul>
  21. 21. Business Option We have the experience to serve and develop complete contact center operation services either to be within our premises or client premises. COS Complete Outsourcing Services BOT (Build Operate Transfer) System MOD (Management & Operational & Development)
  22. 22. 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 COS Complete Outsourcing Services BOT Build Operate Transfer MOD (Management & Operational & Development)
  23. 23. Client Build It Operate It Transfer it Business Option COS Complete Outsourcing Services BOT Build Operate Transfer MOD Management & Operational & Development
  24. 24. 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 COS Complete Outsourcing Services BOT Build Operate Transfer MOD Management & Operational & Development
  25. 25. Method of Service We provide our service by the following method Inbound Service Outbound Service Self Service Interactive Service
  26. 26. 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
  27. 27. Inbound/Outbound Usage Inbound / Outbound call for Customer service <ul><li>Order Taking </li></ul><ul><li>Order Completion </li></ul><ul><li>Customer Satisfaction </li></ul><ul><li>Loyalty Programs </li></ul><ul><li>Telemarketing & Telesales </li></ul><ul><li>Market survey / Research </li></ul><ul><li>Collections </li></ul><ul><li>Customer Acquisition </li></ul><ul><li>Technical Support </li></ul><ul><li>CRM </li></ul><ul><li>And many more </li></ul>
  28. 28. Interactive & Self Service ACC System Customer/ Prospect client Listening the recorded information Calling the System Sending Interactive SMS Receiving the desired information
  29. 29. I & S Usage <ul><li>Order Confirmation </li></ul><ul><li>Banking Service </li></ul><ul><li>Product Promotion </li></ul><ul><li>Recorded Information </li></ul><ul><li>Information Acquisition </li></ul><ul><li>Personalized Information </li></ul><ul><li>Order status / Tracking </li></ul><ul><li>Content Management </li></ul><ul><li>Product / Service contest </li></ul><ul><li>Loyalty Programs Information </li></ul>Interactive & Self Service usage in the organisation
  30. 30. Call Flow Service Customer Call 800 / 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 ACC Operation Self Service Agent Service Interactive Service Client Database / Service Portal Customer send Interactive SMS Self Service Agent Service Interactive Service
  31. 31. A Call Example with ACC Welcome Message On Pressed 1 On Pressed 3 <ul><li>Drop call are very less </li></ul><ul><li>Customer do not have to wait a lot </li></ul><ul><li>Many Agents to attend a call </li></ul><ul><li>Nature of call predicted </li></ul>On Pressed 2 For interaction with the self services 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 Agnet 1 Agent 2 Agent 3 Listening for recorded information To call Agent Info 1 Info 2 Customer Call Comes in any number as – 8 0 0 / 9 2 0 0 /7 0 0
  32. 32. ACC Packages / Projects VMART WESERVE CUT COST ADSERVE CALL Online Tele-Shopping Services Call & Shop IN-SITE SERVICES Special packages for small & medium operations SHARE SERVICES Share contact center services
  33. 33. ACC Operations 24h 12h We 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
  34. 34. Why joining ACC ? <ul><li>The max use of technology and communication. </li></ul><ul><li>Creative solution can be adapted. </li></ul><ul><li>Cut off the cost </li></ul><ul><li>Work jointly with customer for customization purposes. </li></ul><ul><li>Quick service in support and development </li></ul><ul><li>Experience in interactive and promotion solution. </li></ul>
  35. 35. Technology Used - <ul><li>The technology used by ACC can be interface with any technologic system </li></ul><ul><li>High quality of developers for creating any solution to enhance our system to serve our client </li></ul><ul><li>We are able to connect our system with all telephone call, protocol, e.g.. 700, 800, 9200 </li></ul>
  36. 36. Who can work with ACC? All sectors who have customers & public and their work depends on customer service. Media
  37. 37. Our Experience 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. MAZIKA Dream 1/2 Osool ETV MTC Nojoom Alrai Almehwar ITV Alshababiya Rotana Khalijia
  38. 38. 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.
  39. 39. 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.
  40. 40. About Adserve <ul><li>Is one of the specialist companies in these fields: </li></ul><ul><ul><li>Contact Center Services </li></ul></ul><ul><ul><li>IVR/SMS Interactive Solutions </li></ul></ul><ul><ul><li>Loyalty Management Programs </li></ul></ul><ul><ul><li>Marketing Services & solutions </li></ul></ul><ul><ul><li>Advertising services </li></ul></ul><ul><ul><li>Media Services & TV. Consultant </li></ul></ul><ul><ul><li>Mobile Content Applications </li></ul></ul><ul><ul><li>Workflow Automation Solutions </li></ul></ul>
  41. 41. Thank You