Operation Service

Design and develop specific business process and procedures to run the required operation activities, over – 200 / Two hundred Blended Operation EFTs Around the clock 24/7 to achieve the business objective and align with the client vision plus set the critical success factors and performance metrics through different operation channel for Voice & Non-voice transactions which aligning with the COPC standard for the mentioned guideline in the RFQ as below:
1) Voice & Non-voice types
• Calls Inbound (product inquires, requests, Refund, Collection
• Calls Outbound (follow up & Collection)
• Non-Voice Queue (webchat, social media platforms, Email)
• Back office (Requests closing and Complaint Handling)
2) Type of service
• E-Commerce products application customer traffic supported by voice inbound & Outbound queues.
• Handling E-Commerce application and website non-voice transactions via Webchat, e-mail, social media platform.

3) Communication Channels Voice with 100% of transaction Flow.
E-mail | social media with 100 % of transaction Flow

Workload Vs. Manpower

28,650 attendance hours per month produced on destination site and 200 employees as per client marketing team assumption and activated the Operation Blended Queues module for non-voice transactions volume assumption based on below:
• CR% for E-Commerce platform download leads out of targeted audience volume.
• CR% for Registration on E-Commerce platform out of Download leads.
• CR% for Sales force on E-Commerce platform, generating order’s volume.
• Voice and Non-voice transaction sizing will be based on Active customers on application.

Handling Inbound (Voice & Non-Voice) Transactions

i. Scope
Inbound operation will be eligible to provide the below services and deliverables for the customer and not limited to:
Handling Inquiry
Product, service technical Questions
Handling request and assign complaints
Requests creations, canceling, adjust transactions
Help desk services
Order processing
Upgrades and renewals
Others …
ii. Accessible Channels
Phone calls
Mail
Social media platforms

Handling Complaint transactions

i. Scope
• Helps understand your customer better
• Strengthens customer communication
• Identifies vital areas for improvement
• Enhances customer support
• Provides real-time feedback on your products and services
• Builds customer loyalty
• Troubleshooting skills
• Absorbing customer anger
• Mange the objection and resistance
• Handling all customer type (Angry, Abusive …. etc.)
• Activate automatic notification to be send to concerned department and whom concerned
to be acknowledged once submit Escalation ticket on system with specific SLA
Design approach to not only address the complaint but to handle it well by taking a thoughtful procedure: -
Acknowledge that we received the complaint
Respond as quickly as possible
Listen carefully, Apologize, thank the customer and Confirm understanding
Provide a solution
Keep the customer in the loop
Keep records, follow up, Learn and move forward
Complaints and suggestions are tracked and categorized on monthly basis to give a more
comprehensive image about customers’ needs and expectation and trigger suggested
improvement opportunities.
ii. Accessible Channels
To hear customer voice and know the complaints and suggestions we have some channels for that
• Phone calls
• Mail
• Web support
• Live chat
• Social media platforms