Embrace Omni Channel Customer Engagement. Inform Trust Satisfy. Contact Center Services

Transcription

1 Embrace Omni Channel Customer Engagement Inform Trust Satisfy Contact Center Services

2 Premium IT support you can trust. Since 2008, malomatia has been providing customized Contact Center services to a wealth of government entities and corporate organizations throughout Qatar. Our strong collaborative relationships with leading global IT technology vendors and service providers, industry specific knowledge and trusted reputation offers you a business partnership you can rely upon. Leverage technology, overcome resource shortages and cover fluctuating infrastructure needs. The connected customer is transforming customer service and so are we. Contact Center solutions by malomatia enable small, medium and large businesses to add real value to all customer contact touch points for maximum engagement and better business results. Capture, manage, monitor and act on valuable customer insights. 1 3 Boost customer engagement across channels Connect with customers via phone, , web chat, SMS, social media, SMART IVRs, Chat Bot and Fax in 9 languages. Enhance processes Utilize state-of-the-arttechnology and highly trained personnel to excel across Critical Performance Metrics. Improve customer retention Maximise customer satisfaction and retention with proven best in-country service levels. Leverage in-house or external infrastructure Use our expertise to consult, design, implement and maintain your in-house contact center or chose to use our external infrastructure on an affordable pay-per resource model. search, speeding up processes and decision making Contact Center Services 3

3 Customer interaction journey Benefit from your customer contact and improve market awareness, presence, sales and customer retention. 2 Evaluation Sales support Enquiry/help desk Telesales 3 Decision Order processing Upsell/cross-sell 4 Experience Query handling Issue resolution Report generation The malomatia Contact Center service has your customers interactions covered, across every channel and at every stage of the customer interaction journey. Tailor the service to meet your needs and budget and be confident that your business is supported by professional, in-country customer service support that can be relied upon to represent your business. 1 Awareness Segmentation Telemarketing Lead generation 5 Retention Collections Loyalty management Renewal & conversion Consulting Social media Analytics - Contact center strategy - Technology advisory - Project management - Content management - Community management - Portal moderation - Advertising - Customer interaction analytics - Base line assessment - Benchmarking 4 Contact Center Services 5

4 Our hyper- connected world demands Secure omni-channel customer service time-sensitive Increased customer interaction engagement. Customers expect to be able to engage with businesses how they choose, when they choose to, from the device they choose and they expect a response, fast. With malomatia s Contact Center services you can engage, retain and upsell to customers for long-term business benefit by providing customers and employees with access to better tools, applications and insights, anytime, anywhere. Valuable insight direct from customers Reduce churn Increased insight, accountability, privacy and compliance Proven process management for timely responses to customer enquiries Increase value proposition 6 Contact Center Services 7

5 Your framework for seamless Contact Center services. Value-added services. Our value-added services provide consultancy, guidance and the opportunity to utilize big data effectively. Work with our team to formulate a completely integrated approach to customer services or a bespoke solution that meets your current business objectives and requirements. Whether you would like a stand-alone service or a customized integrated solution, we enable your business to be committed to customer satisfaction. Consultancy Social media reach Customer analytics Contact center services Infrastructure Training and development Staff augmentation Contact Center seat rental Customer care exploratory study Inbound services Outbound Services Contact Center Help Desk General inquiries Contact Center Services Customer support Product Infrastructure Contact Center design and implementation Infrastructure deployment Infrastructure rental and implementation Staff augmentation Contact Center process assessment and reengineering Training and Development Soft skills Call center basic skills Verbal communication Culture familiarity Leadership Telesales Telemarketing Query resolution Emergency lines Data validation Outbound sales Direct marketing Surveys Status updates Customer greetings & IVR Troubleshooting Staff augmentation Contact center seat rental Back office processes Scheduling / appointment setting Booking and reservations Billing information Video contact center Campaigns management Lead generation Loyalty programs Renewals and subscription ordering Market research Corporate help desk Warranty and post warranty support Contact center representatives Face to face representatives Hardware Software Database management Data capture Data validation Industry specific operational processes such as claims, fulfillments 8 Contact Center Services 9

6 Delivering best in-country service levels. We adhere to national and international standards for Contact center services. 10 language offerings Arabic English French Hindi Malayalam Spanish Tagalog Turkish Urdu Sign language 8 channels Phone Web chat SMS Social media SMART IVRs Chat Bot Fax 20 4 Secs Mins 80% AVERAGE SPEED OF ANSWER AVERAGE HANDLE TIME CALL ANSWER RATE AVERAGE ON-HOLD TIME FIRST CALL RESOLUTION ABANDON RATE 30 Secs 80% 5% 10 Contact Center Services 11

7 Our complete Your trusted business partner. service suite Government services Healthcare services We strive for complete customer satisfaction and achieve this through our transparent communications, in-house knowledge and attention to detail. malomatia has ensured high customer satisfaction for Contact Center services by always keeping the business user and end customer at the forefront of their offering: Strong Local Market Capabilities. Experience of working with a diverse range of government agencies and enterprises - managing millions of customer interactions. Service Delivery Compliance. We adhere to national and international customer contact standards to ensure the highest levels of compliance. Robust Recruitment Process. We follow stringent short-listing and verification processes. Our customer-centric workforce has the right skills and attributes to ensure professional communication is always delivered. Quality Excellence. We offer proven solutions with effective quality control processes that consistently meet performance KPIs. Our oversees contact centers locally and within region enable us to market to wider audiences around the world. Holistic Service Expertise. A perspective of Contact Center services spanning all elements of the plan-build-run cycle makes malomatia a trusted long-term partner for achieving specific customer outcomes. Transportation services Customs services Applications services Managed services elearning services BI, analytics and technology services Digitization services Security services Contact Center services 12 Contact Center Services 13

8 Contact us Address 16th Floor, City Tower (Marriott Marquis Hotel Tower), Omar Al Mukhtar St., West Bay, Doha Qatar, P.O.Box: Telephone Fax Website 14 Contact Center Services 15

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