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Decide Contact Center Solutions

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Servicios empresariales que ofrecemos en Decide Contact Center Solutions, para más informes comuniquese al teléfono (01 449) 139 58 00 a la extensión 5709 con Diana Salazar Asesor Comercial o a la extensión 5803 con Jorge González Gerente Comercial.

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Decide Contact Center Solutions

  1. 1. ¿Quiénes somos? • Decide Contact Center Solutions es una empresa que pertenece a la Alianza Renault- Nissan. • DCCS ofrece servicios de centro de contacto al grupo a nivel nacional e internacional. • Nos encontramos ubicados en Aguascalientes, ciudad catalogada como una de las mejores para invertir, con un gran desarrollo y crecimiento económico.
  2. 2. Nuestras campañas y servicios: Atención y retención de clientes. Atención y solución de quejas. Llamadas robóticas. Cobranza (preventiva y correctiva). Envío de SMS masivo. E-mailing masivo. Telemarketing (ventas y prospección). Limpieza y segmentación de bases de datos. Encuestas de verificación de datos.
  3. 3. Nuestro objetivo: • Diseñar soluciones acorde a sus necesidades para superar las expectativas de sus clientes, contribuyendo a la rentabilidad y crecimiento de su negocio.
  4. 4. Infraestructura de servicios. • Cisco Call Manager. • ACD. • IVR. • Voice Mail. • CTI. • Calls Recording. • Work Force Management. • Multi-channel. Tel/Fax/Web/Email/Chat • Customer Relationship Management. • Web view reporter. • Quality Monitoring.
  5. 5. Proveedores de tecnología: • Cisco Technology • Recording Technology • CRM & Workflow Solution • Web portal solution
  6. 6. Proveedores de tecnología: • Carriers: Voice & Data Communication Services. Voice Communication Services.
  7. 7. Reportes generados: • Tiempo por llamada. • Total de llamadas. • Número de estaciones. • Productividad. • Tasa de abandono. • Tiempo de respuesta. • Casos atendidos por canal de comunicación. • Nivel de atención en el servicio. • Consultoría y reportes ejecutivos. Estos reportes solo son una muestra • Reportes unificados. de los que se pueden generar de acuerdo a las necesidades del cliente.
  8. 8. Aseguramiento de calidad: • Grabación de voz y datos: El sistema ofrece la grabación de pantallas, voz y audio. • CTI: Permite monitoreo en línea por medio de la integración telefónica. • Auditorias de información: Permite la evaluación individual de los asesores con respecto a procesos.
  9. 9. Certificación NECC: • Durante el mes de Febrero del 2009, Decide Contact Center Solutions obtiene la Certificación NECC (Norma de Excelencia en Centros de Contacto), la cual se enfoca en: – Direccionamiento estratégico – Recursos Humanos – Operaciones – Tecnología http://www.imt.com.mx/htmes/certificacion/nrFinance.php
  10. 10. Nuestra Gente • Para el desarrollo de las actividades que se realizan en el Centro de Contacto se requieren asesores con el perfil apropiado y enfocado a el giro de la empresa lo cual ha sido un modelo de éxito en nuestras operaciones actuales. • Perfil: – Estudiantes universitarios. – Carreras Económico – Administrativas. – Grado mínimo 5to. Semestre.
  11. 11. Nivel de rotación: • Nuestro nivel de rotación se encuentra muy por debajo de la industria, garantizando una rápida curva de aprendizaje y adaptación a los procesos de cada campaña. Hemos establecido un plan de capacitación basado en el “modelo de competencias” el cual propicia el crecimiento profesional dentro de la empresa.
  12. 12. Nuestras fortalezas: • Más de 8 años de experiencia en atención a clientes. • Un Contact Center enfocado a la SATISFACCIÓN TOTAL de los clientes. • En 2008, obtuvimos el 2° lugar en Satisfacción a Clientes en la encuesta sindicada realizada por las financieras de marca.
  13. 13. Nuestra fortalezas: • Certificados bajo la norma NECC. • Nivel de rotación de personal promedio de 1.5% mensual. • Contamos con tecnología de punta. • Capacitación continua. • Despacho de cobranza líder en el sector. • Campaña preventiva para fraudes. • Desarrollo de “traje a la medida” workflow- CRM de acuerdo a necesidades.
  14. 14. Información de contacto: Jorge F. González Garza Decide Contact Center Solutions Consultoría y Ventas jorgefernando.gonzalez@nrfm.com.mx Oficina: (01 449)139-58-03 Celular: (045)449-196-20-36 Aguascalientes, AGS Karina J. Morales Lugo Decide Contact Center Solutions Consultoría y Ventas karina.morales@nrfm.com.mx Oficina: (01 449)139-58-00 Ext. 5901 Aguascalientes, AGS

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