omnichannel contact centre by unicall communication group, 2015
TRANSCRIPT
UniCall Communication Group
Omnichannel Contact Centre
Presentation
2015
ABOUT US
SERVICES
CASE STUDIES
QUALITY
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REPORTING
BENEFITS
CONTACTS
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Agenda
about
unicall
ESTABLISHED
IN NORWAY
2004
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10 CONTACT CENTERS COUNTRIES
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900+ EMPLOYEES WORKSTATIONS
480+
14 1 25 163 million OVERVIEW
OF THE YEAR
2014
MORE THAN
SALES, LEADS, APPOINTMENTS,
SURVEYS
CLIENTS CAMPAIGNS
Million
Calls
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Main industries we work with:
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DIETARY
SUPPLEMENTS BANKING INSURANCE UTILITIES AUTOMOTIVE TELCO
RETAIL &
E-COMMERCE
Branch organizations:
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UNICALL IS AN OUTSUORCING CONTACT CENTER OF SCANDINAVIAN ROOTS AND WORK
CULTURE, WHICH WERE SUCESFULLY ADOPTED ON CENTRAL AND EASTERN EUROPEAN
MARKETS.
unicall
in europe
ČESKIE BUDEJOVICE 1
ČESKIE BUDEJOVICE 2
PRAGUE
OLOMOUC
212 SEATS
WARSAW
RZESZÓW
BYDGOSZCZ 137
SEATS
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BUDAPEST 48
SEATS
KAUNAS
VILNIUS 62
BANSKA BYSTRICA 36 SEATS
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SEATS
countries we work in languages we speak
our aim
and values
quality ensure that our success continues
Collaboration is what makes us grow
Communication is a major part of any solution
Excellence is the result of our dedicated efforts
Efficiency is our time and effort used wisely
INTEGRITY is the key to our success
We will deliver excellence, strive
for continuous improvement
Each of us is responsible for
the quality of whatever we do
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By cooperating and seamlessly sharing our knowledge with each
other across organizations, we can make our company
ever stronger
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We need to be mindful of the importance of honestly
communicating problems as well as breakthroughs
The sooner we communicate a problem, the easier it is for us
to marshal our company’s resources to solve it.
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We must focus on program performance to deliver on the full
operating and financial potential of the company
We must avoid
bureaucratic delays
Integrity must characterize
everything we do
We must be agile enough to act
faster than our competitors
We must maintain the “small company” behavior that has
characterized UniCall since the beginning
We don’t cut corners
We want everyone who comes into contact with UniCall to know
we do things the right way
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service
portfolio
Costumer care
Up-sales
Help desk
Technical support
Campaign response
inbound
Lead generation
Sales
Data profiling
Appointment
Mystery shopping
outbound
Order handling
Data entry
Warehouse
Fulfilment
Mail response
BACKOFFICE
service
portfolio
Customer service,
customer retention
solutions
1. Our multichannel inbound
contact center will handle
your clients’: calls, emails,
chat, inquiries
in social media
We let you focus
on the core business
by handling your
customer service
We support existing customer
service and helpdesks
by handling overflow calls
in peak periods
We extend and integrate
with your customer
service department
if you don’t want o invest
in new office and facilities
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service
portfolio
Sales and
appointment
setting
We have a great
experience in B2B
and B2C sales
We do more
that 10.000 sales
a month
Telemarketing is
usually more useful
than you’d expect
Up-selling option
is very important
in customer service
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Our appointment setting service will let you focus on your
business and we take care of approaching new clients
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2.
service
portfolio
Polls and
mystery shopping
surveys
Multilanguage option
to run projects
in language you need
Mystery shopping survey
to control your customer
service quality
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Polls for getting feedback about your service/product,
or what your employees think about your company
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3.
service
portfolio
We take care of entire process from the first contact to
delivery of a signed agreement to your company
We handle
all time-consuming work
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As a part of the process
we can scan coupons
and handle white mail
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4. BACK-OFFICE
Tools
Telephone
Chat
Social media integration
SMS
White mail
Multichannel
contact center
A group of specialist experienced
in call center environment
Tailor-made software and reports
Individual solutions to meet
your needs
Integration with your systems
and solutions
IT
Effective predictive dialer
Web reporting
CTI / CRM systems to handle
calls and data files
Full recording capability
system
clients
case
study
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NON-PROFIT ORGANIZATION
An international renown
charity organization
Various, mainly,
individual donors
New donors acquisition,
donors’ upgrade programs,
follow-up campaigns
9 new donors acquired daily
by each of the Agents
50 confirmed bank account details
per day for data
verification campaigns
Back office support - form printing
to facilitate acquisition process
Short project set-up time
results client
target
group
services
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case
study
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FINANCE
A global leader in
insurance products
with worldwide presence
Consumers 30+
Insurance cross-sales and
new customer acquisition
Quick achievement of sales goals:
0,5 sales / h per agent
High conversion for premium payment:
40 - 50% vs. 30% KPI set by the client
Stable team of Agents certified by local
financial services authorities
Success on the Czech market allowed us
to replicate the project and
the Polish market
Direct data exports to
Client’s CRM system
results client
target
group
services
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case
study
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UTILITIES
A leading utility company,
based in Czech republic
and revenue of billion €
Small / medium business
and consumers
Complex sales, lead generation
and appointment booking
The initial pilot program we designed was a
success. The client then decided to extend
our cooperation to other projects using our
multichannel contact center experience.
After UniCall pilot, the initial cooperation
extended from outbound campaigns to
inbound care and software developments for
e-commerce sales and booking
appointments for sales specialists.
Extensions were not only in business
divisions, products and market scope but
also in budgets.
results client
target
group
services
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case
study
client
target
group
services
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DIETARY SUPPLEMENTS
multi-level campaign for
a company selling dietary
supplements
consumers 40+
Sales
Up-sales
Order taking
Helpline
9 new donors acquired daily
by each of the Agents
50 confirmed bank account details
per day for data
verification campaigns
Back office support - form printing
to facilitate acquisition process
Short project set-up time
results
Back office
Complaint handling
Coupon punching
Reception desk
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Quality
We listen
to all the sales calls
and diagnose problems. 1.
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2.
All Agents have a schedule of coaching
and training sessions that are
carefully followed. Each Agent has to have.
at least 1 coaching
session a week.
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3. 4.
All reports are generated
automatically directly
from the systems
which eliminates possibility of errors
and omissions. It also puts higher pressure
on our operation to adhere the highest
quality standards.
All agents have to
grade each conversation
using 3 statuses:
- No issue
- OK
- Dissatisfied customer – in these cases our
Quality Department calls back the customer
to ask for the reason of their negative
experience
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Reports
ALL reports are online our clients has special login site where
they can supervise all their projects.
Mobile reporting capability you can check your sales for the selected
period using your smartphone.
Live Statistics for customer
service your help line statistics are online and
you can be sure that we meet our quality
requirements.
First call resolution customer
care reports to know problem solving
efficiency.
Customizable reports you can have specially created reports
to meet your needs.
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Benefits
PROFIT increase of your revenue.
FOCUS on your company and your
sales focus on core activities.
We give CONFIDENCE because we
share everything so you have control
and involvement over the process. We
want to be a part of your company.
COST saving through customized
solutions both in sales and customer
service.
UNIFICATION - one partner
with one system for the CEE region.
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Marcel
Čeleda
Junior Sales Manager
+420 777 494 877
UniCall Communication Group s.r.o.
www.unicall.cz
We look forward to meeting you at any of our branches!
Contact us
Patrik
Pavel
Sales Director
+420 731 700 900
UniCall Communication Group s. r. o. U Smaltovny 625 370 01 České Budějovice
UniCall Communication Group s. r. o. Pražská tř. 1274/24 370 04 České Budějovice 3
UniCall Communication Group s. r. o. Siemensova 2716/2 155 00 Praha 13 - Stodůlky
Contact us
We look forward to meeting you at any of our branches!