CALL CENTER TRAVEL CENTER

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1 CALL CENTER TRAVEL CENTER Who we are? "Travel Center, a strategic partner of our customers" Travel Center, is the best tool to meet the demanding business communication needs "one to one" between companies and customers, both nationally and internationally. Our task is to consolidate our position as strategic partners of companies and thus help them increase their sales levels, conquer new markets and customer loyalty. By offering call center services such as customer service, sales campaigns, telemarketing, collections management, among others, to proactively support our customers in achieving their business goals. MISION: Act as first customer contact per call and achieve a stable connection to your needs and offering convincing about our service and meet all your questions about the portfolio. We guarantee a high-level working standards of commercial quality. VISIÓN: 10-year project ourselves as a diverse branch with many workplaces throughout the cities of Colombia and abroad, achieving cover more ground in the market telemarketing company and ensuring a steady flow of business. OUR VALUES - Respect: Because we believe the client part of our family. - Liability: By forging a unique commitment to progress as workers. - Efficiency: Working with much or little but do it the best way possible - Loyalty: Both the company as responsible, because we are family - Quality: As we responsible for the customer to stick to us - Cooperation: The Call Center is committed to all other branches of the company to achieve together a process orderly and efficient administration.

2 Product line In Travel Center we are strategic partners of our clients, we appropriate solutions for every phase of their projects and improving them continuously processes Our solutions, aimed at achieving organizational objectives and satisfaction of end users, are supported on three pillars that allow capitalize the results for each of the projects proposed: Human capital Due to the high density of staff in a contact center, human capital is the main axis of Travel Center, that having the profile and appropriate recruitment scheme to suit the needs of each project, ensuring the highest level customer satisfaction of our customers. From this perspective, Travel Center is committed to the professional development of our employees, and therefore works under constant feedback and training system, and a career plan that allows our team professionally overcome, translating such improvements in permanence and better skills, same result in better results. Thinking of continuous improvement to be an exceptional place to work Travel Center currently works for the ESR (Socially Responsible Company). Information technology Because we are aware of the importance of safety in the management of information, the stability and continuity of the operation in addition to the optimization of processes and resources as an essential part of continuous improvement and excellent service, Travel Center, we have a wide range of it solutions that enable us to offer a "tailored service" without the need for costly investment for our partners. Processes Technical Support, Customer Service, Telemarketing and Collections, integrated performance management and comply with the requirements applicable to the projects of our customers. With this, we guarantee structured work under internationally recognized processes and continuous improvement in all areas of the organization.

3 Benefits The synergistic organizational structure that distinguishes us, allows a high degree of performance of all members in their respective areas. Our structure is divided into areas of support and operations, always working under a system of communication and mutual commitment, where the main objective is the total satisfaction to each of our clients. Training Recluit Technology Proyect Manager Traffic & Statistic Operations Client Satisfied Quality SOLUTIONS TO SUIT YOUR COMPANY BANKS AND FINANCIAL 1. Customer Service General information: Branches, FAQs through IVR, hours of operation, services, products and promotions. Current Account Information: Account status, balances, amounts of loans past canceled checks, stolen checks notice or no, emergency phone, etc. Card information: account status, payment date, amount of debt, benefits and accumulated points, special offers and additional cards. Claim Management: Problems of the service, changing products, maintenance or renewal of financial products. Follow through workflow. Support: Addressing immediate support and transfer of calls to internal annexes.

4 2. Sales and Telemarketing campaigns Telephone Sales: Programming executive visits, which allows a pre or teleshopping for products such as insurance, investments, factoring, leasing, automotive and mortgages. Marketing campaigns: Customer acquisition, product launches and services, data updating, satisfaction surveys, registration frequent customer program, invitations to events and confirmations. Allows customer loyalty. 3. Collection Management Preventive Collection: Memorial next to your customer your bill is due, through an assisted call for automatic agent or IVR, using predictive dialer. Collection Notice: Notice your bill is due. Personal attention, joint collection by customer profile (agents and IVR). Telecobranza: Recovery of outstanding balances, allows for commitment to paying customers. 4. Support Support: Solving technical problems of remote devices such as PC and the Internet, among others, administrative staff and branches. Support Web Browsing: Assistance Internet applications, such as; online shopping, obtaining card, registration frequent customer program points accumulated swaps, plan changes, getting credit, simulation mortgages, investments, stockbrokers, factoring, leasing and insurance. SOLUTIONS TO SUIT YOUR COMPANY RETAIL (mass marketing of products or services, to large numbers of customers) I. Customer Service General information: Locations, hours of operation, promotions, products and services. Information Frequent Customer Card and Club: statement, payment date, amount of debt, benefits, accumulated points and exclusive offers. Claim Management: Problems of the service, change of products, technical service. Follow through workflow. 2. Sales and Telemarketing campaigns Telephone Sales: Programming office and additional sales opportunity (cross selling). Marketing campaigns: Customer acquisition, product launches and services, event invitations and confirmations, update data, satisfaction surveys, registration frequent customer program. Allows customer loyalty. 3.- Gestión de Cobranza Preventive Collection: Remembrance his client maturing of your statement, through an assisted call for automatic agent or IVR, using predictive dialer. Collection Notice: Notice your bill is due. Personal attention and joint collection by customer profile (agents and IVR). Telecobranza: Recovery of outstanding balances, allows for commitment to paying customers. 4. Support Support: Solving technical problems of remote equipment such as PCs, cash registers, among others, for both administrative staff and outlets. Support Web Browsing: Assistance to shop online, procurement card, registration frequent customer program.

5 MASSIVE CONSUME 1. Customer Service General information: products, services and promotions. Taking Orders: Receiving orders and information about dates of replacing our customers' products. Sending these requirements to your company for the distribution is generated. Claim Management: Change of products or services, problems with office product, service, equipment maintenance, among others. 2. Sales and Telemarketing campaigns Telephone Sales: Programming executive visits, which allows pre and telesales of goods and services, cross selling and programming office. Marketing campaigns: Customer acquisition, product launches and services, data updating, satisfaction surveys, among others. 3. Collection Management Preventive Collection: Memorial next to your customer your bill is due, through an assisted call for automatic agent or IVR, using predictive dialer. Collection Notice: Notice your bill is due. Personal attention, joint collection by customer profile (agents and IVR). Telecobranza: Recovery of outstanding balances, allows for commitment to paying customers. 4. Support Technical support: remote solution of technical problems and equipment failures, computer, administrative staff and outlets via telephone and the Internet. Only those problems can not be solved remotely a technician is sent. Support Web Browsing: To aid navigation, obtain product information and conducting transactions on websites. DOT COM 1. Customer Service General information: products, services, promotions, office products and payment products through Internet. Claim Management: Changes in products, services, maintenance, problems with office products, illegal charges, among others. Follow through workflow. 2. Sales and Telemarketing campaigns Telephone Sales: Confirmation of receipt of orders and shipments. Marketing campaigns: Launch of products and services, invitations to events, updating data, satisfaction surveys, registrations frequent customer club. 3. Help Desks Web Accessibility and tables: To assist user navigation, help you get information on products and services, support for data entry and execution of transactions on websites. support for browsing and performing transactions on websites.

6 Market research agencies. 1. Sales and Telemarketing campaigns Telephone Sales: Programming executive visits, which allows pre and telesales of goods and services, cross selling and programming office. Marketing campaigns: Customer acquisition, product launches and services, data updating, satisfaction surveys, opinion polls, among others. Eight reasons for preferring Travel Center: 1. Quality of Service 2. Efficiency 3. Claims Adjustment Variables 4. Permanent Technology Innovation 5. Reliability 6. Management Reports 7. Increase in Sales 8. Experience What are the advantages of outsourcing call center services? 1. Outsourcing of Call Center transforms fixed costs into variable costs. 2. Greater efficiency in the administration of human resources to outsource part of them. 3. Release of frozen funds in technology and infrastructure for Call Center. 4. Access to a specialized service with continuous technological innovation. 5. Flexible Availability and dynamic human and technological resources, which can cope with varying success demands attention, "24 hours a day, 365 days a year."