Services

Services

Inbound

Contact 1-2-1’s comprehensive Inbound services include both dedicated and shared (‘blended’) arrangements. Our Inbound dedicated seating services often involve complex call handling defined by the number of processes and applications used in a typical customer interaction and therefore almost always make use of effective integrated CRM-based solutions. These solutions involve the use of Customer Relationship Management (CRM) software, which help agents to access correct and critical information in real-time to improve overall customer experience and therefore provide high quality customer service.

Our Inbound shared (‘blended’) seating services are most often used for overflow and for managing low and erratic volumes of inbound calls and are offered universally across all industries. They can be beneficial in that they provide a low-commitment entry for clients.

Specific examples of some of the wide range of dedicated and shared Inbound services and solutions we provide include:

  • Customer Service & Help Desk
  • Inbound Sales
  • Loyalty Programs
  • Multi-Lingual Telecommunications
  • Absence Reporting Services
  • Product Recall Hotline Services
  • Network Operations & Control Centre (NOCC)

Outbound

Our Outbound dedicated seating services are usually centred on high-value goods and services to valuable customer segments. They often involve complex sales and retention calls often requiring multiple process steps and post-sale verification.

Specific examples of some of the Outbound services we provide are:

  • Telesales
  • Telemarketing
  • Business to Business (e.g. Telesales and Telemarketing)
  • Surveys (e.g. Mystery Shopper and Customer Experience)
  • Customer Service
  • Field Sales

Business Process Outsourcing (BPO) and Supplementary

Our BPO workflow and document management system enables integrated CRM solutions to be delivered, whilst the supplementary services are we offer to ensure an end-to-end solution is provided that meets the evolving needs of clients.

The range of BPO-based services and solutions we can provide include:

  • Email Processing
  • Mail/Fax/Telex Processing
  • Data Entry
  • Financial Processing
  • Supplementary solutions that we provide include:
  • Literature Fulfilment
  • Data Sourcing
  • IVR Solutions
  • Consulting Services