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Integrated Contact Center2018-05-10T13:25:34+00:00

Integrated Contact Center

Near BPO provides complete solutions to collect information. With a specialization in technology, we focus on aggregation of information from different sources to create dashboards and databases. We do it all…from back-office research related to the status of a customer initiated process, to customer contact information cleanse and updates.

INFORMATION GATHERING

information gathering

OUTREACH SERVICES

outreach services

CUSTOMER CARE

customer care
information gathering

INFORMATION GATHERING

Near BPO provides complete solutions to collect information, such as telephone-based surveys and polls. With a specialization in policy based polls to assess constituency awareness of campaign pledges, we focus on aggregation of information from different sources to create dashboards and databases. We do it all…from back-office research related to the status of a customer initiated process, to customer contact information cleanse and updates. Here we describe how Near BPO produced a national database of businesses.

REQUIREMENTS

The database creation solution defines a cost effective way to acquire the correct and up-to-date contact information for all entities, either individuals or businesses, in a location. In this solution, all the information is compiled from scratch to ensure ownership of intellectual property of the data collected. All the databases captured for all geographies are stored and delivered in standard format. All conversations and transactions are recorded and linked to the entity listing.

IMPLEMENTATION

This solution is typically implemented as two parallel processes, the background research process that looks up listings from public directories and creates a basic digital listing with minimal contact information and a second data acquisition process in which calls are placed to individuals and businesses to update and populate the database with all the required listing information.

RESULTS

For the business listings, we have as customer a large Internet corporation that has been positively impressed with the quality of services and deliveries, giving them comfort that the complete process will be completed on time, budget and with utmost quality. As part of the process management, there are daily KPI reports generated, direct access to monitoring of calls with a cloud application used to fetch call recordings for QA, and a very proactive error avoidance approach to ensure that the data collected is correct and up-to-date.

outreach services

OUTREACH SERVICES

Solutions that provided for targeted mass communications that include financial products, up-sales and cross-sales, term life insurance sales and appointments, multi-channel political campaign electorate messages, fund raising, client retention and sales of new services and collections. This is a solution that was put in place for Nationwide Commercialization.

REQUIREMENTS

This solution involves the country wide promotion of, for example, term life insurance in a cost effective way. For the success of campaigns like these, it is key to ensure that interactions required to promote a personal, family and/or residential insurance products are performed following the guidelines specified by the vendor, ensuring the high quality of the interactions. For this purpose, each and every phone call is audited and many are monitored.

IMPLEMENTATION

Utilizing proprietary nationwide residential customer database and a streamlined process to ensure that all data is entered only once and validated at least once. As part of the solution, 100% of calls are recorded and stored for quality monitoring. The solution includes the definition of different levels of incentives for agents to promote high sales volume without compromising quality of delivery. Also, agents are organized in teams that compete with each other to obtain the best results.

RESULTS

Our customer has been executing a campaign following this solution without interruption for over several years. There have been more than one million insurance policy sales as of today, which makes us the number one outsourcing company for this product. Our experience with this campaign and continuous improvements on the processes make us the best BPO provider able to deliver the required infrastructure, human resources and knowledge to make projects like this one viable.

customer care

CUSTOMER CARE

Solutions to maintain and retain customers that include customer assistance, emergency assistance, citizen assistance for public services, sales support, technical support, travel routing and ticket information, mortgage process status and real estate promotion and loyalty programs customer support. This is a solution implemented to maintain Customer Contact Information.

REQUIREMENTS

This solution targets the need to renew and expand the corporate client contact information. In addition to the obvious benefit of having the correct information about their customers, this solution helps corporations to reinforce the importance that the business places on existing clients and their contact information.

IMPLEMENTATION

The first stage in the solution is to merge all the contact information for clients in the different enterprise systems that manage contact information. The resulting merged database is used to generate the target contact listings. These listings are called to update their information. When a contact is not reachable, we perform skip-tracing to reach the client. Once we reach them, in addition to updating their contact information, and if the customer has indicated the need, we market the current product offerings.

RESULTS

With this solution, your enterprise acquires better knowledge and understanding of your customers, enabling you to better service their needs and also creates a channel of communication to make your customers aware of your current offerings, enabling them to select services and products that best fit their needs. For companies that are utilizing this BPO solution, it has yielded an increased adoption of latest version of products, improved customer satisfaction, more customer loyalty, and enhanced revenue from the existing customer base.

TKM Customer Solutions