8 7-2013
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Transcript of 8 7-2013
• 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.
Survey
•C.O.D
Telemarketing
•Collection
Reservations
•Customer care
Help desk
•Complains
Increase
Customer loyalty –satisfaction.
QOS
RETURN ON
INVESTMENT
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
Decrease
Managerial headache
Customer non satisfaction
Cost
Agent
Operation supervision
Quality control
Work force management
Communication system
•M.A.X
Data Base System
•C.R.M
Communication system
•M.A.X
Data Base System
•C.R.M