Contact Center
The Contact Center is an evolution of the Call Center in its most classic form.
It foresees integrated functionality with company IT systems, adding accessibility through devices/channels of communication other than the typical telephone.
The added value of the Contact Center as opposed to the Call Center, is in the interactivity
The Contact Center is in charge of management of contacts and relations with clients and users, with the objective of improving service levels and increasing their perceived satisfaction.
In customer-oriented businesses, this is a support service in the product management phase.
For us, this business is a natural extension of our services.
We have combined targeted actions with the Contact Center service operating in support of Customer Care (In bound) and data renovation campaigns (Out bound) in many Business Process Outsourcing projects.
Setting itself apart from the traditional players who offer mass campaigns (national sales campaigns, surveys, customer satisfaction, etc.), Elda Service proposes itself as a Technological Partner. We provide a Contact Center capable of acting as a true communication hub, in such a way that our Client can receive all information necessary for improving its perceived image and its service/product.
We monitor and manage the communication in all the most popular channels on the market (Telephone, e-mail, texting, social networks, etc).
For the entire duration of the project we provide the Client with:
- a Project Manager
- qualified and trained workers
- a monitoring and feedback system
Personalization of the service regarding:
- Type of service
- Types of contacts
- Identification of infrastructural capacity
- Profiling rules
- Customization of workflow
- Reporting system
We provide an appropriate technological infrastructure to meet project features.
We have completed projects for the management of:
Daily organizers, payment reminders, checks on adequacy of transmitted data, information.
Below we share two Contact Center services that in the history of our company proved particularly efficacious in supporting complex projects.
For Ecocerved Scarl, a syndicate company of the Italian Chamber of Commerce operating in the environmental IT systems field, we set up a Contact Center to support the Data Entry service of environmental cases. Our task involved responding to all the requests for correction, completion and organization of the documents in question.
For Banca Popolare di Milano as part of a BPO project, we organized a Contact Center service for the Italian branches, devoted to technical-operational assistance in the use of our Portal for mortgage loan document management.
