Business Process Outsourcing Services
We provide Business Process Outsourcing services with a stronger orientation to achieve the Operational Excellence which means providing an efficient and quality service.
To do this a very different approach is needed from that used by most of outsourcing suppliers, frequently focused on a pure contact with Customer managing rather than focused on process and events which caused the problem.
The conventional managing focused on contact is a reactive managing where a series of standardisation and reprocessing activities are made only after customers complaints. Obviously this means a consequent increase in costs and in the time and a low quality of service perceived by final Customer.
Our managing model provides for a proactive approach oriented to Operational Excellence where the contact to customer service by Customers can be avoided by acting to defuse or manage a critical event.
This can only be achieved through the following steps:
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monitoring and managing of the operating process
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use of technologies for analysis and process managing
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resources specialised on process and customer management
Our Services (a few examples)
We provide a wide range of Business Process Outsoutcing Services, from more traditional (Inbound, Outbound, Back Office) to the most innovative:
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INBOUND:
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Multi-language and multi-channel Customer Care services (voice, mail, chat, social, web, sms, fax, etc.)
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Order Acceptance and Estimates Request
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Remote Switchboard e Virtual Voice Mail
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Accounts and workforce Agenda
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OUTBOUND:
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Telemarketing
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Teleselling
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Market Research and Survey (e.g. CSI, NPS, Customer Experience)
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Outbound Campaigns (e.g. courtesy call, churn prevention, payment reminder, mailing recall, etc)
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BACKOFFICE:
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Document Management
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Analysis of Detection Quality Campaigns (e.g. CSI, NPS, Customer Experience)
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Data entry specialists (es. contratti, contabilità, ecc)
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Data Standardisation (e.g. biographical data, mailing data, payment data, etc)
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PROCESS MANAGEMENT:
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Control Room management for the operating processes monitoring
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Administrative Process Management, accounts receivable/payable
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Management of Customer acquisition process
- Management of technical support process
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If you want to know more contact us.