Telematch Call Center

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Mobile Dashboards
17 April,2016
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Cloud Contact Center
18 April,2016

Telematch Call Center

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Overview:
Telematch is working to best allocate existing treasure from human resources to real estate working spaces and to merge all assets to expand income for the telecom sector, add more jobs, provide more services and automates business over the Middle East and Africa.
TELEMATCH in a brief:
Targets:

• Telematch is a state of the art of the VoIP call center enabled convergence between telephony and customer relationship management (CRM) system.

Team:

• Team are six sigma, ISO certified managers who supervised more than 1500 seats to reply to more than 20 million calls for government, telecom, financial sectors. We are proud to supervise emergency calls 122 for more than 400 seats over 27 governments, which received more than 16 million calls during 2005.

Technology:

• Telematch call center is web-enabled that allows home workers and field force to receive calls from anywhere. Also, Telematch call center enables usage of GSM or laptop as a phone, record all calls, classify and evaluate calls that enable self-services from Interactive Voice Response (IVR) and Auto Dialer machines.

CRM:

Data collected through telephone calls:

• Help in marketing, sales, support and ware housing that help to evaluate current business and forecasting the business future horizons.

Screen Capture:

• Instant corrective actions can be handled to know more about employees increase their efficiency and avoid conflicts with your customers.

Security:

• We understand the value of data collected from market and follow standard ITIL producers for data security.

• We use many tools like access cards, monitors, security agents round the clock paper shredders, UPS, servers room isolation.

TELEMATCH Service:

From award winning products, our experts team offers solutions in the area of sales and customer support. Our activities are expanded to handle sales, delivery transactions, print, faxing and more services like data entry, call classification archiving and medical reports.

Tele sales:

• Lead generation.

• Customer data base update.

• Product Promotion, customer feedback.

Customer Service:

• General information about services offering.

• Detailed information about product services.

• To handle complains.

Market research:

• To get customer retention.

• To measure customer satisfaction.

• To measure competitions.

New Horizons for Quality:

• From our interest to grow your business, each trainee spend 3 months in training in customer services and after this period we continue periodical with COPC standards which guarantee stability, continuity and expansion of services.

Why Outsourcing?

Organizations that outsource are seeking to realize benefits or address the following issues:

• Cost savings: The lowering of the overall cost of the service to the business.

• Focus on core business: resources (such as investment, people and infrastructure)

• Are focused on developing the core business.

• Improve quality: achieve a step change in quality through contracting out the service with a new service level agreement.

• Access to talent: access to a larger talent pool and a sustainable source of skills, in particular in science and engineering.

• Catalyst for change: you can use an outsourcing agreement as a catalyst for major step change that cannot be achieved alone.

• Reduce time to market: The acceleration of the development or production of a product through the additional capability brought by the supplier.