Contact Center Management
Contact Center Management
Delivering superior customer service can be critical to any business' mission, and the key to your success. While one poorly handled call can cause great harm to your organization, one call handled exceptionally well can help strengthen and grow your customer base. No matter your industry, we customize our solutions to your environment to provide your customers with the best possible customer service, while building long-term relationships.
Hantous Consulting is committed to responding to our customers' needs with the most up-to-date tools and technology, proactively identifying the next stage of maturity for our customers, providing a team of trained professionals who are skilled at responding to, and managing the needs of customers and stakeholders, allowing your organization to focus on its core mission. In order to ensure quality service, we put our skilled contact agents through a rigorous training program that equips our professionals with relevant technical and operational capabilities, and comprehensive customer service skills.
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Contact Center Solutions
Inbound Call Answering
- Help Desk
- Inquiry handling
- Interactive Voice Response
- Quality Assurance
- Technical Support
- Toll Free Response
- Order Taking
Interactive voice response
- Customer Help Line
- Call Routing
- Priority Routing
- Pre Announcements
- Broadcast Messaging
- Call Recording
Help desk
- Tier 1 Support
- Tier 2 Support
- ITIL Process Implementation
- Incident Management
- Ticket Tracking
- Multi Language Support
- Staffing
- Consolidation Services (Help Desk transition)
Quality Assurance
- Problem Trending
- Customer Service Training (needs assessment, course development, training facilitation)
- SOP Development and Implementation
- Reporting
- Metrics Development (Based on customer requirements, training on metrics, monitoring and reporting)
Inquiry Handling
- Telephone Response
- Handling Information Request
- Email support
- Dealer, Agent or Distributor Locator
- Chat Support
- Website Response
Order Taking
- Retain and increase customer base through exceptional customer service experiences.
- Qualified and experienced agents ensure minimal call times for customers by listening to the customer, providing accurate information the first time, and professional call closure.