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ConXeps is equipped with a state-of-the-art call center facility providing value-added telemarketing both inbound and outbound services to its global clients within various verticals. Our services are further complimented by an experienced call center team, standardized customer processes and COPC based management system. We work with our clients to understand their needs and identify areas where we can add value to their sales, marketing and customer services functions. At AUA call center, quality deliverables are the utmost priority.
• Call Center Quality Assurance
Inbound voice services provided across various verticals include, but are not limited to:
• Order Taking & Tele sales
• Cross Sell & Up sell
• Customer Service & Support
• Helpdesk Services
• Credit Card Activation
• Appointment Settings
• Technical Support
• Email & Chat Support
• Data Collections
Outbound voice services include a gamut of services provided by AUA Solutions, for both B2C and B2B customers worldwide, offerings include but are not limited to:
• Telesales & Customer Acquisition
• Lead Generation
• Sales Appointment Setting
• Telephone Interviews
• Tele Surveys
• Sales Verification
• Customer Loyalty Programs
• Data Cleansing
• Affiliate Signup
Call Center Quality Assurance
Our Quality Assurance (QA) team strives to constantly enhance current practices, and to educate the line staff by sharing its learning, observations and perceptions. The Quality Assurance team plays a key role in the operations through the following functions:
• Side-by-Side and Remote monitor all inbound/outbound calls.
• Collect customer feedback at regular intervals.
• Provide coaching to the agents and enhance their capabilities.
• Coordinate with the training team for enhancement of training modules.
• Record and maintain voice files of each agent for reference and performance analysis.
• Design incentive plans based on individual agent quality scores.
• Administer escalation processes based on industry stands.
• Conduct calibration sessions with QA staff.