contact center ppt. life cc
TRANSCRIPT
LIFE CONTACT CENTER
We are partners
www.alhayatcc.com
About us :• Life Contact Center founded in 2011 as a private limited company that operates a worldwide network of outsourced services, with huge numbers of seats operated by the corporate office in Riyadh K.S.A.
• Life Contact Center Works according to C.O.P.C Standards.
We are partners
Clients :
لؤلؤة شركةالعقارية الوطن
We are partners
Services
Survey •C.O.D
Telemarketing•Collection
Reservations•Customer care
Help desk •Complains
Goals & objectives
We are partners
Increase
Customer loyalty – satisfaction.
QOSRETURN ON INVESTMENT
We are partners
We are partners
QUALITY IMPROVEMENT :We are working according to C.O.P.C Standards which
have specific determinants :
• All calls coming to the call center have to be answer with 100% QOS .
• AHT : The average handle time according to each project .
• Ringing time less than 20 seconds.• Queue time (monitoring) >>> according to project
policy • One supervisor for each 13 agents .• Quality control team listen to calls by 2% tell 5% for all
agents
We are partners
Decrease Managerial headache
Customer non satisfaction
Cost
We are partners
We are partners
Man power
Operation team :
network Programmers Communications
Operation
manager
Team
leader
INBOUND CALLS TEAM
OUTGOING CALLS TEAM
Quality control
CEO
Training I.T.
We are partners
Technical solution
Communication system
•M.A.X
Data Base System
•C.R.M
We are partners
Communication system
•M.A.X
Data Base System •C.R.M
Site pictures
