Maintaining a delicate balance between CRM and reducing customer service costs has been a top priority at Teledirect. We work hard to deliver quality and professional customer service at a lower cost using systems and methods developed in-house. Our methods and motives are geared to enhance relationships and generate profit for our clients.
Our offerings:
A centralised Malaysian off-shore contact centre at half the cost compared to USA or Australia.
An extensive network of regional contact centres offering skills in 14 languages to cater to the Asian and English-speaking markets.
A hybrid solution where calls are partially centralised/decentralised but with a unified CRM platform.
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 Customer Service and Technical Support training is further enhanced by paper-less environments promoting accuracy and quality and ensuring total integrity.
Our Total Quality Program ensures that team members are carefully selected, their training records are audited and their competencies continuously reviewed and enhanced.
Finally, we have a competitive edge with our versatility in designing programmes, our obsession for accuracy and quality, our commitment to staff training and development and our passion for creativity and performance.
Key Measurement Index:
- Abandon rate
- Service level
- Agent utilisation rate
- First call resolution
- On-time to response
- On-time to resolution
- Product knowledge score
- End-user satisfaction score
- Cost per transaction
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