Call Centre Services

The Contact Centre has been designed to be a complete, multimedia customer contact centre. The design allows for a great deal of spare capacity, which is being marketed out to non-Etisalat (external) clients. These solutions have been designed to play into our own strengths, and include:

• Contact handling services
• Managed facilities

Contact Handling Services

This service is applicable to any business that has significant non-face to face customer interactions. Prime examples are customer care, technical support and information support services.
The Contact Centre will offer this product as either a long-term, or a short-term, solution in the following permutations:

Long-term Contact Handling

This service allows any business to outsource multiple needs to The Contact Centre, and allows for a solution where customer interactions are dealt with over any or all of the media offered by The Contact Centre, including Telephony, Facsimiles, and over the Internet, including e-mails, web forms and text-based chats.

A brief list of some of the services that may be offered, include:

• Customer Care services
• Contracts with Market Research firms
• Technical Support services
• Information hotlines
• Sales & inventory order management

Short-term Contact Handling

This service allows a company to set up a call centre quickly, catering to one type of issue, while evaluating the fit of a call centre into its normal activities. Alternatively, it allows a company to obtain a call centre for a one-off activity, including:

• Market Research
• Telesales / Telemarketing
• Notification Services - either automated or agent-based
• Emergency Alerts & Call-outs - pre-programmed services
• Information update Services - either automated or agent-based
• Special Hotline services
• Reminder / Collection Services - either automated or agent-based
• Disaster Recovery Services

This service is offered to companies / clients with existing call centres. The Contact Centre will guarantee to be available in case the client's own call centre breaks down for any reason.

Overflow Call Handling Services

This service is available to organizations with in-house call centres, as well as to organizations with an after hours requirement for call handling.

The Contact Centre will simply pick up the call load above and beyond the organization's current capacity.

Managed Facilities

This service allows The Contact Centre to offer space to any client. The Contact Centre will provide complete set up, including space, technology and furnishings. The client will bring in his own staff to handle his customer contacts.

The Contact Centre team will manage the technology, supervise the installation of any necessary software, and manage the facility in line with corporate policy. The client will bring in his own staff, and supervise their call handling to his own specifications, while ensuring that none of our administrative functions are compromised.