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CC Cloud Software
Cloud Based Phone Software
Inbound/Outbound Solution
Integration with Chat/Ticket CRM
Real Time Support
Remote Workstations
Highly Secured Remote System with:
i5 /8GB RAM with Windows 10/11
300 MBps Download/400 MBps Upload with Static IP
Our Call Center
Services
Offerings
Our solutions are geared towards:
- Growing our client’s business
- Delivering personalized experiences
- Building Brand Loyalty
- Business stays connected at anytime.
Call Center Solutions
Voice Support
We provided dedicated teams to speak with customers in English, Spanish and French.
LiveChat Support
Our chat support teams allow your customers to engage with you any time, from any device to resolve any issues.
Email Support
Our email support teams establish good communication with customers focused on building trust.
SM Moderation
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How we measure performance?
Our Operations Team measure the following KPI’s:
- Customer Satisfaction
- First Contact Resolution
- Quality Assurance Compliance
- Service Levels Achievement
- Average Speed of Answer
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Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services.
First Contact Resolution (FCR) is a term used in call and contact centres to measure the number of customer support queries successfully resolved first time.
It is commonly used as a metric alongside Average Handling Time (AHT) to determine the performance of contact centre staff, however FCR is often a favoured metric due to the statistical link between follow-up calls and customer dissatisfaction rates.
Quality Assurance (QA) is defined as “the maintenance of a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production.” What that means is the process of ensuring a firm’s quality standards are being met.
A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved.