Call centres |
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| Offshore call centres |
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| Our offshore call centre service can offer communication services specifically designed to maximize the efficiency of your direct marketing efforts or to be a part of your technical support team. The call centre will work hand-in-hand with you as a partner to build strong, successful, long-lasting relationships with your customers. Strategic call centre inbound/outbound services can make all the difference to your company's competitive edge. Quality can be monitored with tools that allow for comprehensive inbound voice process visibility and control. The Supervisor can view agent states and information on calls, change agent states, coach agents through chat messages or silently monitor the calls based on client-specified business priorities. Now it is possible for a company to provide added value to its customers without taking the focus off its core business. |
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| Why should companies outsource call centre services to Hcay? |
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| In a world of ruthless business competition, survival is the keyword - and this needs a vibrant and dynamic attitude while carrying out business, backed by flawless customer support. It is for this reason that our call centre has made a niche for itself. Now it is possible for a company to provide added value to its customers without taking the focus off its core business. |
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| Quality of call centre technology |
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| Our inbound/outbound call centre service has best-of-breed technologies and call centre software. |
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| Quality of people, processes and training |
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Hcay's offshore call centre have professional and experienced agents. Most are college graduates who are highly skilled with computers and are fluent in the English language.
We have established best practices in place to maximize returns on your investment and provide measurable results that impact your bottom line. Agents are given pre-process training which covers familiarization with the client's systems and processes, accent neutralization and audio or video-based exposure to the job at hand and the environment in which they will be working. A structured process is followed for transition management and the client is given access to the voice and data files to ensure 100% transparency and client control.
Our call centre operations and management are handled by well-qualified managers. Many of them have a Masters in Business Administration. The objective is to work towards zero-defect service through a process of continuous improvement. |
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| What we offer |
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| Our state-of-the-art inbound call centre is providing custom call centre solutions to global clients seeking 24x7 customer support and technical support. Strategic call centre inbound services help a company attain its business objectives. |
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| Quality Monitoring of call centre services |
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| Quality can be monitored with tools that allow for comprehensive inbound voice process visibility and control. The Supervisor can view agent states and information on calls, change agent states, coach agents through chat messages or silently monitor the calls and queuing of calls based on client-specified business priorities. |
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