Experience
ZTone was founded as a pioneer in business solutions, offering a complete range of BPO (Business Process Outsourcing) services. Our aim is to boost our clients’ revenue, customer satisfaction, sales efficiency, and quality while reducing operating costs. Our goal is to develop successful business models that drive sales and deliver exceptional customer service, making a significant impact on the overall service and product experience.
To be a real supporter for entities that aim for real success worldwide.
To create a call center environment and culture that empowers our agents and management team to passionately represent our client’s brands.
A marketing road map is an illustration that shows the direction of the firm’s strategic objectives in the short term and long term
Employee training and development programs can help staff stay up to date on changes in their industry
One of the Responsibilities of the IT team is creating knowledge base (K-Base).
Web & App audit is reviewing the codebase and checking if there are any mistakes made.
Attendance Management: Pharmaceutical project designing as per regulatory requirement of USFDA, MHRA, TGA, WHO GMP, Schedule-M guidelines.
Our people are our product. Our agents and management staff are experienced, educated and mature. They’re capable of replicating the diverse cultures of the brands we so proudly represent. They’re happy, engaged, motivated and adaptable. We’ve developed an employee-centric culture at OnBrand24 resulting in great call center staff stability. We promote our management staff from within and offer excellent benefits resulting in a low turnover rate and excellent morale throughout the company.
OnBrand24 offers a flexible, scalable, customized call center service methodology administered by a nimble staff empowered to develop solutions utilizing current technology. Our partner’s modification requests are administered rapidly, and are always submitted to our partners for their blessings prior to deployment. Additionally, our client services team is empowered to offer program changes proactively drawing from their vast experience when an opportunity to save our partners money, or drive greater efficiency.
Being in Egypt means we have access to a huge pool of talented multilingual individual. While applying the latest technological solutions and infrastructure to cover all means of communication. Creating and following SMARTER strategy to reduce costs and maximize revenue. Utilizing AI (Artificial Intelligence) technology to produce smart solutions to better serve our clients. We also implement the latest quality standards to maintain extraordinary services and have the best customer service experience.
A marketing road map is an illustration that shows the direction of the firm’s strategic objectives in the short term and long term, it is also aligned with the overall business plan and cross functional groups. Marketing roadmaps will help the company to accomplish its goals using the smart objectives method and will also show how and when this plan will be fulfilled. The importance of a marketing roadmap is that it clarifies and connects the corporate strategy together for all departments to get the work done. This illustration will show all the activities needed to be done in terms of sales, operations, support and all the functions needed for the smallest details.
Growth marketing planning is performed to achieve certain objectives including long-term growth, not just for the short-term objectives in general but also to make sure these objectives are amended to other goals that help the company’s numbers grow. The main objective of growth marketing is to create a strategy based on data and use this approach to increase revenue and ensure sustainable success. It is also important because aside from the higher numbers; growth marketing helps in building a better brand perception for its customers and therefore; loyalty to the brand.
Growth marketing can also be more effective and efficient when you develop your company’s sales funnel by following a certain process which is:
Know your audience!
Create your buyer’s persona by answering 3 important questions,
Know how and where you will drive your customers to buy your product or service.
Develop a strategy on how to engage with your audience and through which channels.
Customer conversion is where they make the decision to buy your product or service.
Growth hacking consists of a set of low-cost strategies that aim to grow the customer base of a company using creative and innovative techniques. To do that effectively, the growth hacker would need to be up to date with the daily marketing trends and changes that take place in the market by identifying opportunities, new investors, products, and services with high demand. Some of the popular tools that can be used in growth hacking are social media, search engine optimization (SEO), email marketing tools & other similar techniques.
The main responsibility of the growth of hackers is to achieve the companies’ goals using different techniques that will bring out the most effective results at the lowest cost. Growth hackers usually do lots of experiments to achieve the company’s objective by creating situations and setting frameworks based on these experiments (hypotheses), they work a lot with developers to create a product that delights the customers, they also execute their work by focusing on the AAARRR funnel which is :
On the other hand, customer retention works in parallel with the growth hacking techniques, because since the objective of growth hacking is to build a larger customer base; therefore, these customers will more likely be loyal to the brand. But there are also other methods of retaining customers such as:
Social media management is the practice of managing social media pages whether for personal use or company use. There are many things you can do on social media such as:
Creative assets and content marketing are one of the main pillars of executing a superb marketing campaign. Most importantly, if the message is not clear then you are more likely going to lose customers, therefore always make sure that the displayed content is creative and has a clear call-to-action (CTA). That is not just for videos and reels, but also for images, text and visual captions, prints or any other creative assets that you are planning to use. these assets include:
Market research is a process in which we determine the viability of a certain market for a new product. The research can be carried out by different methods. The use of surveys, focus groups or product testing. It is a critical component in determining how the market will receive the product. There are two types of data gathered in the research:
Which is the data that has been collected by the company or an outside company or entity paid to gather them. And those types of information are also split into two categories.
It is data provided by a third party like the population information, that was collected and presented by the government. Our research was conducted by another company and was made available to the public that has useful information to you.
On the other hand, carrying out a sale is not as easy as you think. Each sale goes through a lot of steps such as research, outreach, pitch negotiation and then hopefully the sales are done. And that takes a lot of time to go through, providing some insights to you will help you optimize the process to reach your targets. One of the aspects is (change your purpose), which simply means do not focus on the sale or the product focus on the person talking to you see what he needs and how you can fill that need.
We help manage and create the best events that suites your business. To make sure you get the best exposure and get the best outcome. When planning for an event we do not only focus on the people and the place. The activities that come with it and how to make the participant have the best experience. When hosting an event,
there are many things that need to be taken into consideration such as:
Design and develop specific business process and procedures to run the required operation activities, over – 200 / Two hundred Blended Operation EFTs Around the clock 24/7 to achieve the business objective and align with the client vision plus set the critical success factors and performance metrics through different operation channel for Voice & Non-voice transactions which aligning with the COPC standard for the mentioned guideline in the RFQ as below:
28,650 attendance hours per month produced on destination site and 200 employees as per client marketing team assumption and activated the Operation Blended Queues module for non-voice transactions volume assumption based on below:
i. Scope
Inbound operation will be eligible to provide the below services and deliverables for the customer and not limited to:
ii. Accessible Channels
I. Scope
ii. Accessible Channels
To hear customer voice and know the complaints and suggestions we have some channels for that:
A help desk is a group of people that provides answers and solutions for electronic problems. The main purpose of the help desk is fixing issues. They are usually limited to one ITSM (IT Service Management) like incident management. A service desk is a way of communication used by customers, employees, and stakeholders to find answers, solve situations, or fulfil requests. It may contain more than one activity provided by ITSM. Some of those features are service request management, incident management, knowledge management, self-service, and reporting.
One of the responsibilities of the IT team is creating a knowledge base (K-Base). It plays a vital role in every company. Guiding both employees and customers to navigate the business process, the K-Base contains all the information needed by the employee to assist the customer in their inquiries. Also, it provides answers to the customers’ frequently asked questions. A good K-Base offers a variety of options in facilitating the customer’s journey. By introducing articles, FAQs, products/services manual, tutorials, troubleshooting guides & company policies.
They solve issues related to your network, PCs, laptops, and software. To make sure that you are online and functional as long as needed. And having a 24/7 technical support team is important to fix any bugs or issues that acquires.
It is the process of managing and sorting out the problems and issues the customers face. By categorizing it and assigning the right person to deal with it. While handling the process.
It is a crucial step that takes place to identify and analyze a specific situation and find a solution with minimal impact on the business operations and quality.
Every company receives some type of complaint, this system is responsible for resolving individual complaints or for identifying any opportunity that can be utilized to improve the system to avoid receiving the same complaint again.
Overflow happens when the assigned team responsible reaches the call handling capacity. You can manage the overflow using different options. The first one is creating a virtual queue. And operate using FIFO (first in-first out). Making the callers hold their place without having to hold. The second solution; introducing cross training, which is having one agent handle different inquires in different queues. One solution that is easier to do is going for BPO. Outsourcing the overflow to another queue outside the company.
It is a technology aimed at managing the relationship with current and potential customers and you as an entity. The goal is to improve the relationship and increase profitability. The Customer Relationship Management system can be used by marketing, sales, customer support and customer care teams.
IVR, also known as Interactive Voice Response, is used by every contact center over the world. Once a caller is on the line using the IVR he is given a series of choices to choose from. Once the caller picks the reason for the call, they are routed to the responsible team. It is especially important to add the IVR to your contact center as it helps manage the incoming calls.
Back in the day, call centers used to serve customers through the phone only. But nowadays, companies have employed other methods of helping customers such as web chat, texting, e-mails & through social media channels. Providing different channels of communication is very important because it doesn’t make the customer wait for a long time. Moreover; it has also become very effective because it allows the agents to practice different communication channels and as a result; we can see that there are agents who are specialized in webchat only for instance and that is due to their fast typing and accuracy of assisting customers online.
The term FCR is extremely popular in call center companies which means “First call resolution,” this metric is especially important in measuring the success rate of calls in general and the better it is, the more likely the customer will be satisfied with the call. One of the services that helped in increasing the success rate of FCR in the call center industry is the Interactive Voice Response (IVR) service or automated calls. This service provided many benefits including time management, cost but most importantly is the quality of the call & it has resulted, because through IVR; the customer will eventually speak to a specialized agent that can handle this customer’s request and will be less likely to be transferred to another call.
Having a digital marketing agency to manage your company’s social media channels will take a lot off your plate. Digital media has recently been the “go to method” when marketing your products and services due to many things such as the very low cost compared to other advertising channels and targeting multiple locations at the same time. Generating leads is also one of the greatest benefits because through media buying on social media platforms; you will be able to identify the consumer persona that you are looking got and therefore; you will be able to reach your exact target audience that is more like to convert to the results that you are looking for.
Employee training and development programs can help staff stay up to date on changes in their industry, such as in ethics, safety, or quality standards. It also shows the staff new ways to think and work, employing updated technology and processes and educating workers about cybersecurity threats. Putting these new tools and practices to work in their day-to-day roles can lead to better outcomes for employees and their employers. New employees often receive training as part of the onboarding process and the lessons are more likely to be easier to digest once employees are more familiar with the organization and their own roles.
Operations management is the heart of any organization and here is why. It oversees the complete operating system of an organization, it is essential for organizations to manage their daily activities effectively and efficiently, operations management controls all the processes and handles issues including design, operation, maintenance, and improvement of the system, it also maintains smooth, effective, timely production of products and services even when unexpected situations arise. Operations management ensures that products meet the quality standards and customers’ expectations. Thus, satisfied customers will be more likely to buy again and will also refer their friends to do so; and that improves the brand value, giving a competitive edge in the market.
One of the Responsibilities of the IT team is creating knowledge base (K-Base). It plays a vital role in every company, guiding both employees and customers to navigate the business process. The K-Base contains all the information needed by the employee to assist the customer in their inquiries. Also providing answers to the customers’ frequently asked questions. A good K-Base offers a variety of options in facilitating the customer’s journey. By introducing articles, FAQs, products/services manual, tutorials, troubleshooting guides & company’s policies. The importance of K-Base is unappreciated, they help you reduce the cost of scaling the customer service team by offering answers and solutions to the customers. So, you free your agents to deal with the large number of customers who have special requests. Having access to the K-Base available 24/7, so customers can get to their answers without having to face long wait times and reduces traffic to your customer care call center. It can also help you have an effortless way to deal with newly hired agents or personnel. By directing them to the K-Base where they learn the core aspects of your product/service quicker.
Z–Tone was founded as a business solutions’ concept inventor, by a business standard includes all BPO (Business Process Outsourcing) services.
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