Operation Service

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:

1) Voice & non-voice types

• – Calls Inbound (product inquires, requests, Refund, Collection)
• – Calls Outbound (follow up & Collection)
• – Non-Voice Queue (webchat, social media platforms, Email)
• – Back office (Requests closing and Complaint Handling)

2) Type of service

• – E-Commerce products application customer traffic supported by voice inbound & Outbound queues.
• – Handling E-Commerce applications and website non-voice transactions via Webchat, e-mail, social media platform.

3)Communication Channels Voice with 100% of transaction Flow.

• – E-mail | social media with 100 % of transaction Flow

Workload Vs. Manpower

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:

• CR% for E-Commerce platform download leads out of targeted audience volume.
• CR% for Registration on E-Commerce platform out of Download leads.
• CR% for Sales force on E-Commerce platform, generating order’s volume.
• Voice and non-voice transaction sizing will be based on Active customers on application.

Handling Inbound (Voice & Non-Voice) Transactions

i. Scope

Inbound operation will be eligible to provide the below services and deliverables for the customer and not limited to:

• Handling Inquiry
• Product, service technical Questions
• Handling request and assign complaints
• Requests creations, canceling, adjust transactions
• Help desk services
• Order processing
• Upgrades and renewals

ii. Accessible Channels

• Phone calls
• Mail
• Social media platforms

Handling Inbound (Voice & Non-Voice) Transactions

I. Scope

• Helps understand your customer better
• Strengthens customer communication
• Identifies vital areas for improvement
• Enhances customer support
• Provides real-time feedback on your products and services
• Builds customer loyalty
• Troubleshooting skills
• Absorbing customer anger
• Mange the objection and resistance
• Handling all customer type (Angry, Abusive …. etc.)
• Activate automatic notification to be sent to concerned department and who concerned to be acknowledged once submit Escalation ticket on system with specific SLA

ii. Accessible Channels

To hear customer voice and know the complaints and suggestions we have some channels for that:

• Phone calls
• Mail
• Web support
• Live chat
• Social media platforms