Page 16 - VIA SERVICES PROPOSAL

Actionable feedback: Call center service providers uses the latest predictive analytics and technologies
at their disposal to provide actionable feedback to their clients, which allows these clients to gain
enhanced market insights. OSPs appreciate the importance of data and provide these valuable data for
their clients to improve on its production processes, thereby taking its service delivery approaches a
notch higher.

Multiple customer engagement: It is the digital age, and social media is playing a much greater role in
customer relations. Customers are no longer relying solely on phone calls to get across to companies.
There are a whole lot of varied platforms – smartphone applications, live web chats, companies’ social
media handles, video chats, email services, IVR touchtone, IVR speech, and others. Customers’
satisfaction is brought to a new level, as prompt response and attention to customers’ needs is the new
approach to the game. Studies show that companies who engage customers on multiple digital platforms
enjoy twice as much customer loyalty and brand preference.

Specialized skills: Many professionals with different skill-sets abound in outsourced service call centers
– Social media experts, digital marketers, telemarketing experts, language experts, and communication
experts. It is literally a talent hub. And these talents are there for companies to harness at a cheaper cost
and move their business to the next level.