1. Call-center
E-Commerce Solutions

2. Call-Center Services
We are a client-oriented company and our primary goal is client satisfaction!
Client satisfaction depends on:
 How well your product or service meets customers needs
 Value/price offer
 On time fulfillment of orders
 Professionalism, friendliness and expertise of employees
 How well you keep your customers informed
 After-sales service
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3. Call-Center Services
The complete Call Center solution
Hardware: Qualified operators: Our KPI’s:
 At least 5 communication channels  Quality (customer satisfaction,
 Brand aware and well-trained
 Voice easy to follow IVR menu quick resolution of all problems)
 Ukrainian and Russian speaking  Quantity (average call/email
 Call recording for follow up service
 You receive a dedicated personal
 Call routing for certain connection response time, number of calls
operator received per hour, hold time of each
 7 days /week, 12 hours /day call)
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4. Hardware
Only the best hardware solutions to provide quality service
At least 5 communication channels operating at any one time;
Customer care services can be provide by any of these communication
channels: telephony, e-mail, ICQ, Skype, SMS, fax, letter
Voice IVR menu
Voice IVR menu allows our computer system to interact with clients
through your voice
Calls recording
To control the quality of provided services we record all incoming and
outgoing calls
Calls routing
Call routing allows you to reach the most available or your personal
operator
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5. Operators
Qualified client and solutions oriented operators
 Brand aware and well-trained on your brand, products /services quality
 Ukrainian and Russian speaking: each operator knows both languages and will switch
immediately to the language our customer is speaking
 Dedicated personal operator: each client will receive a dedicated brand operator
 7 days /week, 12 hours /day: our operators work every day from 9:00 to 21:00. During high
volume buying periods this will be increased
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6. KPI’s
Ongoing evaluation of the quality of provided services
We track and optimize ongoing qualitative and quantitative KPI’s:
 The average call response time
 The number of calls received per hour
 Customer satisfaction
 Resolution of the problem during the first call
 The hold time for each call
 The average time for email response
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7. Do You Have
Any Questions?
LLC e2market.com
1b, Kyivska st., 08161 Tarasivka
Kyiv-Svjatoshyn District, Ukraine
tel.: +38 044 537 7434
e-mail: info@e2market.com
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