Contact Centre Services
Every company needs a world class customer contact centre team to deal with the unexpected, such as delivering queries, product support and resolving questions via phone calls, emails and web chats. As a specialist in the business process outsourcing services, we invest in training our agents to ensure the service we provide our customers is world-class.
Outsourced Contact Centre
Many organisations find it difficult to establish a multichannel contact centre because it requires a major investment in facilities, equipment & technology not to mention the cost of time & energy needed for staff recruitment and training.
Taking the burden off you and reinventing your business is our priority. With this option we take the burden off our Client, Invent will be fully responsible for the operations and management of the contact Centre. We would focus on product knowledge and quality service and as well put your customer’s first. This allows the organization to focus on their business goals while we manage staff for them. Invent Alliance can help you manage your customer satisfaction by our outsourcing your contact centre to us. Below are reasons to use our outsourcing services
- Cost reduction
- Flexibility & scalability
- Specialized industry knowledge
- Call managers representing your brand
- Expert management & support staff
- Access to management tools
- Data collection & analysis
- Quality monitoring & control
- Access to latest technology
- 24/7,services
Inbound Contact Centre
We will provide customers with a single point of contact for all their service questions. Customers contacts the contact centre to place orders, make a payment, register, purchase or obtain a product information. They can also place a support request or make an inquiry about a product.
Following are some of our Inbound Call Centre Services
- Answering services
- Customer Support Services
- Help desk and Technical Support Services
- Inquiry handling Services
- Inbound Sales services
- Web based Customer Care
- Email Support Services
- Live Chat Support Services
Outbound Contact Centre
An Outbound BPO or call centre services are the ones in which agents call customers to sell products, services, do surveys and get feedback .Our managers can make greater use of agents during quiet periods, improving productivity while creating revenue. Our outbound calls can also strengthen customer relationships by increasing contact and improving the quality of customer experience. Following are some of our Outbound Call Centre Services
Debt Collections/ Receivables
Businesses have a dire responsibility of managing collections. We have a standard process of getting back debt payments and ensure full recovery be it early stage late stage or recovery stage.
Telemarketing
To meet sales target we provide the right tools, quick access to customer information, clear understanding of the script and a seamless flow of customer contact for the most efficient generation of sales. Our Telemarketing process will maximize productivity and improve conversion rates.
Email and Chat Support
We provide our customers with a multichannel platform that allows customers chat with agent’s real time. We also provide customers with professional and timely email support to address every query or challenge. Social media is another tool that can help organizations enter the social era, both internally and externally. From collaborating efficiently within organizations, to listening to the market, to engaging with customers and prospects on their own terms. Social media as a valuable channel and would also seamlessly integrate it as part of a multichannel customer support strategy, a right cross-functional structures will be put in place, so what customers are being promised on the phone and what they are told on social media exchange is the same.
The media channels are:
- Web Chat
- SMS
Lead Generation
Focusing on core business activity is a priority for any organization, while we allow you do this, we focus on your marketing campaigns and lead conversation rate, while you stay ahead of your competition.
In-house Contact Centre
This is a business processing service that enables us help our customers to set up their own contact centre within their business premises which will be staffed with their own people.
Below are the features that comes with such services:
- Full control over the contact centre operations
- Exclusive branding & personal touch
- Tightened security
- Technology within their premises
Hybrid Contact Centre
We will provide both inbound & outbound framework for our clients. We are able to offer our clients the opportunity to jump start their customer interaction business process fully through our existing contact centre infrastructure while deploying an in-premise contact centre for the client.
Hybrid Contact Centre
We will provide both inbound & outbound framework for our clients. We are able to offer our clients the opportunity to jump start their customer interaction business process fully through our existing contact centre infrastructure while deploying an in-premise contact centre for the client.
Emergency Contact Centre
The ECC is a BPO designed for emergencies and easy communication solution for public safety. Connecting with your customers should be easy. Here at Invent we have improved process for emergency contact centres, we provide a versatile communications solution to facilitate agent training, improve response rates and operate in a secure manner. Invent Alliance business process Outsourcing service provide your company with professional support during urgent situations. Our Emergency Contact Centre provides a cost-effective 24-hour support service.We maintain critical communications during a disaster to be sure that no business opportunity is lost. We work with demographic reports and real time service indicators to help you make adjustments that continually improve your service.
Contact Center Infrastructure: With this Outsourcing option we provide the client with all infrastructure needed on Invent premises, we recruit on optional basis while your Organization is responsible for Agent Salaries. We handle both inbound and outbound calls, telemarketing, debt recovery, email and chat support and lead generation.