Our Customer service experience spans across the entire customer life-cycle, covering the following areas:
Contract Registration and Activation: Process definition and mapping. Implementation to include Quality Assurance and Risk Assessment.
Contact Center Set-up and Management: RFQ’s for tools selection, process management, shift operation rationalisation. Recruitment & selection of candidates, training needs and delivery, trouble ticket management.
Contact Center Enhancement: front-line empowerment, intelligent call management.
Back-office Management: response automation, performance review and enhancement, procedures definition. Avoidable input management and eradication. Quality Assurance and control.
Credit Risk Management: strategy definition, performance analysis, objectives definition, tactical analysis. Behaviour scorecards identification and implementation.
Debt Recovery/Collection: Strategy definition, third party management and contract negotiation, field collection organisation.
Fraud management: Fraud tools implementation and fraud strategy development
Loyalty & Retention : From Churn trends analysis to strategies for action definition. Retention teams creation, training and management. Objectives definition and monitoring (including incentives definition and management)