101102 Call Center TSC Brochure

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BUSINESS PROFILE

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C O N T A C T

Ahmad Tahlak
Chairman
1 CHAIRMAN’S LETTER

In an ever changing business environment, Managing Customer Experience is becoming a necessity for almost every business, corporation, and governmental organization. The need for Comprehensive Contact Centers has emerged from the need to satisfy, delight, retain and indulge customers, in other words, the need to turn satisfied and loyal customers into business advocates. The TeleServices Company fully understands the specific needs of different organizations in our region. We deeply understand the culture, the language, and the rooted practices of the people around us. We have been in the service of the Contact Center Industry for many years. We have developed and implemented innovative methodologies that have been proven effective for many customers in the region.

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The TeleServices Company
The TeleServices Company (TSC) -a member of LEVENBERT- specializes in the provision of Consultancy and Development Services for the Contact Center and Business Process Outsourcing Industry, with a great focus on CustomerCentric Solutions. Through its wide range of Turnkey Implementation Solutions; TSC has helped many clients develop their contact centers from scratch. Notwithstanding, the TSC also offers comprehensive outsourcing solutions to those organizations willing to focus on their core activities, yet outsourcing a noncore Business Process to a competent outsourcing partner. With a proven track record and accumulated experiences in the region, the TSC is strongly positioned to become the preferred “Comprehensive Contact Center Development and Outsourcing Partner” for its clients.

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WHO WE ARE ..

Our Services and Solutions
With a large number of comprehensive services, TSC offers turnkey solutions to the Contact Center industry, ranging from Comprehensive Contact Center Development, Workforce Development, Training and Certification, Contact Center Outsourcing, Management and Business Consulting, Customer Experience Management, all the way through to Customer Satisfaction and Workforce Performance Measurement. TSC is in offer of what the market needs today. Our solutions have been proven effective for many Corporations, Governmental, and nonGovernmental Organizations alike. Our solutions are based on our thorough and step-by-step methodologies, created and implemented to develop and bring contact centers in line with international standards and best practices.

Vision
'To help our clients to be more successful.'

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Contact Center Development
TSC’s approach to develop contact centers is called the “Comprehensive Contact Center | C3” Methodology. Through the deployment of this methodology; TSC has helped many organizations either to develop their Contact Centers from scratch, or assist them at a certain stage of their Contact Center development process. TSC implements a phased approach, and mobilize all needed resources to provide support in the four basic Contact Center development aspects; namely, strategy development, process mapping and re-engineering, technology transfer and deployment, and people development. Over the years, TSC has been involved in the development of small to largescale contact center projects for many satisfied and delighted customers in the region.

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SERVICES

Workforce Development
Our workforce development services go along the full Human Resources Management cycle. Starting from the early stages of HR Strategy and workforce planning, our services extend to cover recruitment, screening and selection, contracting, hiring, job placement, induction, training and certification, on-the-job coaching, succession planning, performance appraisal, all the way through to employee service and welfare planning. At TSC, our HR senior consultants possess the knowledge, skills, and the practical experience within the Contact Center industry itself. Most of our consultants have been engaged with the industry for more than a decade for now. Equipped with the right methodologies, tools, and approach; our consultants will provide your esteemed organization with a revolutionary turnkey solution.

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Training and Certification
Contact centers invest enormous efforts, time and money in educating and training their agents. However, the increasingly more complex tasks and the persistent job pressure result in high turnover and consequently in an endless training and retraining cycle. Recognizing these serious challenges, TSC decided to tackle the problem at its roots by designing the C3P Training and Certification Program. C3P is a training and certification program targeting Contact Center staff at all levels. This training and certification program helps Contact Centers build a crystalclear career path for their staff, get them educated and then certified according to international best practices and standards; thus resulting in less staff turnover, less HR Management and training headache, while enjoying an enhanced level of customer and employee satisfaction.

C3P C3P

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SERVICES

Contact Center Outsourcing
Our state-of-the art and modern Contact Center facility, has been carefully designed to meet the very specific needs of each of our clients. With the best fabric of seasoned Contact Center Agents, we offer 24X7 seamless and uninterrupted outbound, inbound, and non-voice communications. We do customize our services to meet your very specific needs. We can offer telesales, order taking, follow-up, or help desk support to name a few. The Contact Center is being labor intensive and hard to manage by nature. Outsourcing a non-core business process or an in-house contact center brings many benefits to the outsourcer. To name a few, benefits range from cutting down costs, saving enormous efforts in Human Resources Management, focusing on core activities, achieving enhanced levels of customer satisfaction, and leaving that job to the experts.

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Contact Center Consulting
Our management and business consulting services range through a number of important Contact Center areas including strategy formulation and implementation, process mapping and re-engineering, technology transfer and deployment, as well as people development. We offer consulting services that range from the early stages of Contact Center planning and development, all the way through the day-to-day management of Contact Center activities. We can also offer help and support in more specific areas such as Contact Center Quality Assurance and Quality Management. For example, we can help clients achieve a service level, by maintaining a predefined set of KPIs. When it comes to Contact Center facility planning and design, TSC is your consultant of choice to design a state-of-the art flour facility.

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SERVICES

Customer Experience Management
In today’s -more than ever- tuff business environment, organizations engage themselves in an endless race to turn satisfied customers to loyal, and loyal customers to advocates. The only way out for an organization to do so is by managing its customer experience. It is well known that the experience your customers have when dealing with your organization, is totally influenced by the way you manage your internal business, where everything today needs to revolve around the customer’s own wants, demands and expectations. TSC offers a full range of Customer Experience Management Initiatives, from the early stages of designing a Customer Experience Management Strategy, to the integration of technology, creating and managing brands, all the way through to build commitment amongst staff and their higher management, we offer it all.

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Performance Measurement
Striking enough, but real figures indicate that the highest percent of customers take their business somewhere else because of poor customer service. Thus, managers in service organizations need candid and accurate feedback information on their leadership management, customer experience management, workforce performance and satisfaction, supplier relationship management as well as service level and process effectiveness in order to be always informed and aware of service levels. Comprising of 5 major steps, our performance measurement methodology provides a total solution for performance measurement to our clients. Our performance measurement methodology has been implemented in many organizations in the region.

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SERVICES

Our Methodology
TSC’s unique methodology and approach to Contact Center Development is called the “Comprehensive Contact Center | C3 Methodology”. Comprising of seven steps; the C3 methodology reflects the thoroughness of our approach; from the early stages of consultancy to the point of delivering an advanced, cost effective and fully operational Contact Center. The seven steps of the C3 are: Status Quo Evaluation, Strategy Formulation, Facility Planning, Technology Integration, Processes Engineering, People Development and Finally the Stage of Going Live. While TSC’s C3 Methodology is a thorough, step-by-step approach, corporations can seek our services at any stage of their Contact Center development. TSC has ensured that the C3 Methodology is customizable and flexible in order to cater to a corporation’s specific requirements at any.

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CONTACT US

Business Development Unit Dubai | United Arab Emirates More information [email protected]  + 971 4 3311463  + 971 4 3482900

[email protected] + 971 4 3311463  + 971 4 3482900 

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CONTACT US

Total Contact Centers Solutions

THANK YOU

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

C O N T A C T
www.tscdubai.com

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