call-center

Contact Center Solutions 

Wasla Outsourcing provides a lot of solutions in terms of :

 

  Inbound Service

General/ Program Inquiries

  • The caller receives all general and program related information.
  • Through this standard process customer general inquiries are handled such as addresses of branches, phone numbers, contact persons and working hours
  • Act as an accessible information channel for customers by providing full information about the product supported and services inquired about

Service Center Reservation 

In case the caller needs to set a specific appointment to make a service, the call center will provide the available time, service time frame and the cost. In this case Probable will avoid any overbooking which will raise the customer satisfaction and loyalty; on the other hand Probable service center will be well utilized

Complaints Handling 

Handle customer complaints by resolving complaints during the call or escalating the complaint to the concerned party and making sure the complaint is handled in a timely manner, usually 24 hours from receiving the complaint. Complaints are received through different means of communication such as phone or fax

Order Taking & Order Management

The Total and detailed process of the order starting from the caller placing a call through the order is being routed to the restaurant till the order is dispatched to the client and finally   when the pilot gets back to the restaurant with the confirmation of the order done

Follow-up is done to confirm that callers are receiving the service level they are expecting

Technical Support

The agent should provide the proper blind technical support for the customers by troubleshooting connectivity,, PC problems and etc…

Product Information

Act as an accessible information channel for customers by providing full information about the product supported and services inquired about

Advertisement Response

Act as an accessible information channel during advertisement campaigns. Call source and communication media are very important in this process as they are essential in analysing and determining the effectiveness of each ad in comparison with other ads or the calls traffic during the normal day and ad day

Support Lines

This process ensures that all customers’ service requests are acknowledged, sent to the client and performed in a timely and efficient manner, hence increasing customer loyalty, through reports clients are able to identify their strength in the market and focus on providing more services to their customers

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 Outbound Service

Tele-Sales

Work on expanding client market share and introducing their products / services to existing and potential customers

Cross Selling

Targeted cross selling for different products facilitates the conversion of a product account status inquiry into a revenue generation opportunity by enabling the agent to make targeted offers that are driven by the customers’ profile as well as the customers overall relationship with the institution

Up-selling

Selling of additional different products according to customer’s interests

Tele-Marketing

Work on expanding client market share and introducing their products / services to existing and potential customers

Lead Generation

By capturing customer products of interest or through telemarketing actives new potential customers are generated. Potential customers are then sent to the client to continue the sales process with the customer and close it

Welcome calls

The process includes conducting OB calls to customers that have recently purchased a certain product or service. The call consists of greeting the person for being our customer and awareness on the product or service purchased

Database Building, validation and profiling

Build and maintain an updated database of callers whether these are existing customers or potential ones. It is one of the main processes, database building allows for segmentation of customers and determing different services and strategies to target these segments

Events Traffic generations

Conducting OB invitation calls to specified segment of customers to client events

Customer Satisfaction surveys

By conducting several different surveys for the client on specific products or services, to determine certain flaws in exising products and services and therefore work on adjusting these flaws to gain the customers complete satisfaction

Response to sales advertisement

Conducting tele sales and generating revenue for the client by taking advantage of offers or new product advertisements

Debt collection

One of the main processes in the banking industry, an essential process that helps clients communicate to their customers their monthly installments’ due dates

Marketing Research

Conducting seveeral different surveys on the client or specific product or service to identify new market requirements and therefore introduce new products or services that will satisfy these requirements

all support and customer care to new levels

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Market Research is a main tool in developing business plans and setting the directions for survival and towards profits. Wasla MRO services are designed to provide the decision maker with the tool that enables proper decisions; in the essence we don’t set your strategy and we don’t develop your plans; yet we do impact strategies and business plans.In Wasla outsourcing  we ensure best understanding to the research objectives, validates data sources, and using the state-of-the-art analytical tools, we reach accurate research results.For the MRO services, Wasla dedicates the elite of its calibres that are skilled, experienced and well trained to be able to reach the business needs