Customer Support Solutions

We offer 24/7 customer engagement hubs supported by an extensive network of regional centres with talent proficient in 23 languages to cater not only to the Asian and English-speaking markets but also many other popular markets in Europe.

Customised Customer Support System

Our key strengths in this discipline come from our ability to be competitive and agile. For example, our TeleSmart CRM platform possesses:

  • Multi stakeholders case management
  • Online knowledge base
  • Auto SMS follow up
  • Speed capture methods
  • Auto email inbound and outbound
  • Online statistics for calculating on-time key performance indicators
  • Close loop management system

Our Total Quality Program ensures that team members are carefully selected, their training records are audited and their competencies continuously reviewed and enhanced. Our Customer Service and Technical Support training is further enhanced by paper-less environments promoting accuracy and quality and ensuring total integrity.

Customer Contact Key Measurement Indexes

  • Process Analysis
  • Abandon Rate
  • Agent Utilisation Rate
  • On-time to Response
  • Product Knowledge Score
  • Cost per Transaction
  • Process Design
  • Service Levels
  • First Call Resolution
  • On-time to Resolution
  • End-user Satisfaction Score
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