A government or private enterprise, value-based conceptual Service Delivery model is essential in supporting our clients to interact with, retain and gain more customers, as well as focus on improving their service delivery.
Interfile provides both inbound and outbound call centre solutions. We deliver professional interaction on behalf of our clients helping them to retain and gain more customers, which in effect grows revenue, client sentiment and provides excellent customer service.
Our call centre makes use of Voice, SMS, and email interaction, including social media, MMS and Mobi communication.
Our consultants engage with our clients target customers and communicate with the end users to educate them on the product, as well as gleaning insight on the end users experiences and their wants and needs with regards to functionality on the system. The consultants also actively run specific user campaigns allowing customers to reach their target market directly with specific communication, call to action or informative updates.
Surveys are sent out to clients who have interaction with consultants, agents and the system. This information is used in both our knowledge management and business intelligence areas specifically providing our customers a view on the quality of service delivery and where changes would be beneficial.
The interactions with clients from both call centre and consultants allows us to identity, capture and structure feedback to enhance the customers’ product and performance.
Through our surveys and query logging systems which is utilised by both call centre and consultants we are able to collect data in order to analyse and present actionable information, risks and concerns to ensure the correct business decisions are being taken.
Training is given to all customers’ staff that will be using the system to assist the end user. We use a “train-the-trainer” model to ensure that effective skills transfer is accomplished. All trainees write a product knowledge test once training is completed to ensure that the necessary understanding of the product has been attained. Training presents a prime opportunity to expand the knowledge base of all employees, and will give the employee a greater understanding of their responsibilities within their role, and in turn build their confidence. This confidence will enhance their overall performance and can only benefit the company. Employees who have been trained can improve production, cut time spent on your service processes, reduce production costs and reduce mistakes This builds confidence in the workforce and creates a better working environment.
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