Outsourced support center operations

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Invest in a call center in eastern europe. iDeaTurf Consulting provides you with options to set up a multi-lingual call center in Latvia.

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Outsourced support center operations

  1. 1. Outsourced Support Center Operations<br />Riga, Latvia<br />E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
  2. 2. Advantages – Why Latvia?<br /><ul><li> Strategic Location. Able to target Europe and Russian markets
  3. 3. EU Member since 2004
  4. 4. Low taxes
  5. 5. Affordable labor costs (minimum wage in Latvia is LVL 80 (approximately € 120)
  6. 6. Good number of college educated graduates
  7. 7. Multi Lingual Option
  8. 8. Hardworking labor force
  9. 9. Affordable real estate
  10. 10. World class quality service delivered</li></ul>E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
  11. 11. Benefits of Outsourcing<br /><ul><li> Significant cost and time saving
  12. 12. Opportunity to focus on your company’s core activities
  13. 13. Reduced costs for running and maintaining contact center
  14. 14. Tax reduction possibilities</li></ul>E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
  15. 15. Support Center Options<br /><ul><li> Email/Phone (inbound/outbound)/Chat Support
  16. 16. Product Support, Sales/Tele-marketing
  17. 17. Helpdesk/Technical Support/Orders by phone
  18. 18. 24/7 support option available
  19. 19. Toll Free number set up
  20. 20. Network infrastructure to liaise with product company
  21. 21. Reporting and monitoring</li></ul>E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
  22. 22. Technology<br /><ul><li> Fiber optic communication
  23. 23. Aggregate bandwidth of up to 100mbps
  24. 24. Automatic Call Distribution for optimal agent usage
  25. 25. Predictive dialer for outbound calls
  26. 26. Call recording and monitoring
  27. 27. Able to support CRM/Contact manager/Trouble ticket system/Third party applications</li></ul>E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
  28. 28. TechnologyProviders<br /><ul><li>Talisma/eGain Contact Center Options
  29. 29. Avaya Telephony
  30. 30. ISP: Lattelecom
  31. 31. ISO Standards Compliance</li></ul>E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
  32. 32. Operations KeyPerformanceIndicators<br /><ul><li> First Call Resolution
  33. 33. Service Level/Average Response Time
  34. 34. Total Handle Time
  35. 35. Schedule monitoring of agents
  36. 36. Forecasted contact load v/s Actual contact load
  37. 37. Contact quality
  38. 38. Customer satisfaction</li></ul>E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
  39. 39. What next?<br /><ul><li> Visit our website, www.ideaturf.com/consulting for details about our services.
  40. 40. Write to info@ideaturf.com to know how we can make use of our contact center to improve your business.</li></ul>E: info@ideaturf.com | W: www.ideaturf.com/consulting<br />
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