Contact Center - UNCTAD World Wide Web Homepage联络中心和万维网的主页.pptVIP

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2018-06-24 发布于四川
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Contact Center - UNCTAD World Wide Web Homepage联络中心和万维网的主页.ppt

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Contact Center - UNCTAD World Wide Web Homepage联络中心和万维网的主页

What is a ServingMinds? Why do companies outsource Contact Center activities? How does ServingMinds response to these issues? Cost 40 to 60% less Retention very high retention rate Quality manpower availability of graduates New/changing technology easy access to new technology and software technicians Problems we faced and solutions we had Present Situation Local Jobs Nepal Levers, Thompson Nepal, McCann-Erickson Wholesalers/Consultants US, UK, and Australia * A multimedia Contact Center based in Nepal. ServingMinds is one of the first Multimedia Contact Center in Asia, setup to do outsourced business in English speaking countries such as North America, UK, Australia and New Zealand. What is a Multimedia Contact Center? It is a contact point between a company and its customer. Besides phone, today’s contact center use web-integrated services such as e-mail, chat, VoIP, video conferencing, URL push, co-browsing, IVR, and fax to interact with customers. Contact center is used for the purpose of sales, marketing, customer service, technical support and for other specialized business activity. Core competency Cost Retention Quality of manpower New and Changing Technology/internet Europe earth station ServingMinds USA Telco Nepal Trans Atlantic fiber optics Satellite customers agents Phone Fax Fax Phone Internet Internet Direct link to satellite through rooftop dish Association with international brands Country brand Contract with experienced manager / process manager Experience Training / ISO / Six sigma / Quality Internet marketing / consultants / wholesalers Marketing/contact in target market Solution Problem Cost high cost Retention problem School dropouts Mainly voice We had problem of marketing and getting right contact in target market initially, but we solved this problem by making our presence felt on the internet through Website, chat, newsgroups, forums, bulletin board. Concerns of quality was solve by extensively training both our management staff