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    SAED - Contact Center Solution

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    Moin Saheb
    This document summarizes the services provided by SAED Contact Center. It offers full-service contact center outsourcing, including inbound and outbound call center services, transaction processing, and business optimization programs. SAED provides state-of-the-art technology, an experienced management team, and world-class practices to optimize processes and improve performance. Using SAED allows clients to reduce costs by 25-45% while gaining access to technology without capital investment and ensuring security, visibility, and control over operations.

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    SAED - Contact Center Solution

    Uploaded by

    Moin Saheb
    90 views13 pages
    This document summarizes the services provided by SAED Contact Center. It offers full-service contact center outsourcing, including inbound and outbound call center services, transaction processing, and business optimization programs. SAED provides state-of-the-art technology, an experienced management team, and world-class practices to optimize processes and improve performance. Using SAED allows clients to reduce costs by 25-45% while gaining access to technology without capital investment and ensuring security, visibility, and control over operations.

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    This document summarizes the services provided by SAED Contact Center. It offers full-service contact center outsourcing, including inbound and outbound call center services, transaction processing, and business optimization programs. SAED provides state-of-the-art technology, an experienced management team, and world-class practices to optimize processes and improve performance. Using SAED allows clients to reduce costs by 25-45% while gaining access to technology without capital investment and ensuring security, visibility, and control over operations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    90 views13 pages

    SAED - Contact Center Solution

    Uploaded by

    Moin Saheb
    This document summarizes the services provided by SAED Contact Center. It offers full-service contact center outsourcing, including inbound and outbound call center services, transaction processing, and business optimization programs. SAED provides state-of-the-art technology, an experienced management team, and world-class practices to optimize processes and improve performance. Using SAED allows clients to reduce costs by 25-45% while gaining access to technology without capital investment and ensuring security, visibility, and control over operations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 13

    Why is SAED the Ideal Choice for You?

    Call Center Outsourcing

    Expatriate Secondment
    “One Stop Shop”
    For all your manpower supply needs
    Saudi Recruitment

    Non-Saudi Recruitment

    2
    SAED Contact Center – The Essence

    Contact Management Solutions

    Business Support Tools

    We help you optimize your business processes

    • Building contact management capacity


    • Introducing new practices/fixing existing ones
    • Bringing financial gains
    • We see it through working together

    3
    Our Solutions

    • Agent focused culture • Cross-functional process improvement involvement


    • Long term relationships • International Standards (COPC, Six Sigma)
    • Tenured regional management teams • Carefully documented Standard Operating
    • Continuously develop people skills Procedures
    People and capabilities Process

    • World class and flexible solutions • Decision Modeling


    • Scalable across all locations • QA Improvement and Process control
    • Secure – Serving data security • Support Tools
    • Client system integration • Alternative Channels
    Technology capabilities Innovation

    4
    What We Do

    Inbound Outbound
    • Customer Care • Telemarketing & Tele sales
    • Orders & Delivery • Lead Generation
    • Technical Help Desk • Data base Building / Cleansing
    • Service Provisioning • Soft Collection
    • Product Support • Welcome & Activation Calls
    • Cross & Up selling • Provider Calls
    • Directory inquiry • Automated Campaign - Agentless

    Transaction Processing
    • Mailroom Scanning • Application Processing
    • Claims Processing and Adjudication • Back Office Processing
    • HRO • Members Calls
    • Order Fulfillment • Claims Audit
    • Account Maintenance • Help Desk

    5
    Business Optimization Programs

    Customer Retention Program Customer Care Program


    • Proactive retention campaigns • Customer Care hotline
    • Loyalty programs management • Technical Support help desk
    • Wakeup calls programs • Complaints Management
    • Subscription renewal programs • Welcome call programs

    Customer Acquisition Program Market Support Program


    • Direct Response Hotline • Database cleansing and profiling
    • Prospecting and Lead generation • Market Research/surveys
    • Sales calls allocation/scheduling • Contract activation
    • Tele sales campaigns • Sales outlets coordination
    • Order management

    Customer Value Management Collections Management


    • Consultative Up/cross-selling programs • Collections Campaigns
    • Telemarketing campaigns • Invoice tracking
    • Campaigns management • Payment Services
    • Renewal programs
    6
    SAED’s Advantages

    ❖ Offers full visibility of all activities within the call center, which allows full control over the process

    ❖ State-of-the-art technology, which allows the deployment of virtually any type of services and applications and
    accommodating any business needs in the future

    ❖ A management team with over 10 years of experience in managing large call centers as well as CRM and
    contact management practices, which will help in optimizing the various processes and improving performance

    ❖ World-class management practices, including operations management, coaching, training, and performance
    management

    ❖ Tailoring & Customization to suit your needs


    7
    The Benefits
    Round the Clock Rapid Ramp-Up Enhanced Efficiency Improved Quality Access to Technology

    ✓ No Capital Investment
    Reduce Cost

    ✓ Maximum Security
    ✓ Full Visibility and Control
    ✓ No Complex re-engineering
    25% - 45%
    8
    Cost Saved - OPEX

    Labor Costs Operational


    • Agents cost • Salary • Recruitment
    • Team leaders • Social benefit • Retention activities
    • Supervisors • End of service • Training
    • Managers • Health insurance • Project management
    • Trainers • Other allowances
    • Technical staff
    • Support Staff Others
    • Utilities
    • Stationary
    • Office space
    Technology • Etc
    • Technical support
    • Maintenance
    • Licenses
    • Upgrades
    • Telephone sets/headsets

    9
    Technology

    Key advantages Scalability

    • Choose new numbers to integrate • 100 to 15,000 business users


    • Port existing numbers. • Up to 5,000 ACD users
    • Supports capturing Facebook posts and Twitter messages. • Support growth by adding servers
    • live Dashboard • Small or large—license only for what you need
    • Quality Evaluation
    • Interactive Voice Response (IVR)

    10
    System Communication Channels & Functionality
    Communication Channels System Functionality
    Voice : Provides voice call functionality. Session Routing : Route calls to the most appropriate agent
    according to a series of factors, including the time of day,
    Social : Provides an interface for one or more social media channels. customer priority, IVR outcomes, and skill-based routing
    (SBR). Voicemails can be routed to agents during quiet call
    Web Chat : Includes or integrates with live chat initiated from the company's
    web site. periods.

    Mobile SMS : Accepts contacts initiated through SMS or other mobile text Session Queuing : Callers can be routed to a queue or placed
    functions. on hold until an agent becomes available.
    Email : Allows CSRs to receive and answer customer emails.
    Concurrent Calling : Place a large or unlimited volume of calls
    Pop-up Chat : Enables a popup chat window on company websites to simultaneously without diminishing the call quality.
    encourage interaction between website visitors and designated company
    representatives. Auto Dialer : Has auto dialing or predictive dialing functions
    for outbound use.
    Notifications : Delivers notifications to both sides of the conversation.

    Targeted Emails : Sends automated emails to further engage clients and IVR : Includes an interactive phone menu.
    potential clients.
    Persistent Data : Maintains and shares information across
    In-App Messaging : Allows for live chat to be enabled within the app for channels and agents as the case progresses.
    customer help.

    11
    Total Control

    • Full call Recording


    • Full screen capturing
    Data
    • All transactions logged
    • ACD/CTI Reporting

    • On-line access to all Real-time and


    historical data/reports
    Access
    • Archiving (any storage media)
    • Co-monitoring /Co-evaluation

    • Dedicated account managers


    Intervention • Business rules
    • People
    • On-line management tools

    12
    Thank You

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