Services

There are cases where purchase of own technology makes no sense. Or simply you would like to solve electronic customer care only in short terms. Maybe you wish to implement a survey of market or that of satisfaction with your services, but you would not like to deploy workers of your own.

These and a number of other reasons may decide on whether to purchase technology of contact centre or to outsource the entire subject of customer support/telemarketing from us. If we recommend you outsourcing, it will not be because it is the sole business of our company. We are able to deliver the entire technology as ?turnkey?, equally reliably as we can run necessary services for you.

Webster Communications provide all three options to run your customer or telemarketing centre:

To outsource technology only

Webster Communications will deliver you complete hardware, support and services related to technical operation of contact centre. The solution will be implemented in your premises,; operators will be your employees. Hereby you can focus on quality of the service provided and on motivation of operators, as technology is provided for by us.

To outsource the workplace

Your operators will be based in our premises, working on our technology, while they will be created such working conditions as required.

You need not worry that those operators access your information system containing sensitive data on clients, yet they are employees of your own. Monitoring of the quality of calls as well as necessary statistics and reports will be thereby available to you in real time on your computer.

Complete outsourcing

Along with you, we will define the number of customer calls, the amount of necessary operators as well as services provided by us instead of you. Similarly we will determine criteria and intervals for providing reports and assessments of quality. We will offer you various profiles of operators with options of their selection via personal interview. We will provide for a phone No. with necessary parameters (green No. 0800, blue No. 0850...) reserved only for your customers. If your client calls us, we would welcome him/her in the name of your company, while illusion of your own customer centre is perfect...

As we employ operators ourselves as well as implement customer projects, we have at our disposal a large number of our as well as others? experiences, ideas and recommendations that we can provide in the form of advisory. You need not outsource your customer service from us, just arrange your meeting with our consultant and try to talk about some of the following topics:

• motivating and rewarding of the staff of contact centre
• optimising of working shifts and number of operators
• ergonomy of workplace of operators
• defining key performance indicators (KPI)
• options to increase turnover through a contact centre
• improving communication skills of operators