CAPABILITIES: BPO Customer Relationship Management

Contact Centre Outsourcing

This is the process of contracting out tasks by the contact center that are more efficiently performed by a third party. Source from www.contactcenterworld.com

Customer Loyalty Management System

Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with customers and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales related activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new customers, nurture and retain those the company already has, entice former customers back into the fold, and reduce the costs of marketing and customer service. [1] [more]

Integrated Ticketing System

Along with server resources, customer service is a basic element of a web hosting service. The specific virtual nature of hosting services and online distribution makes the provision of fast customer support really necessary for customers. General web hosting practice has shown that the use of an integrated ticketing system is the most efficient support channel for providing quick and helpful customer service. A ticketing system refers to a web-based email communication system allowing for users to quickly contact the sales or technical support team of the host at any time and receive relevant responses to any inquiries or issues that may arise. Its main advantage over the other web hosting customer support methods, such as email, live chat, phone, is the possibility for an issue to be explained in details and discussed for a long time within a single ticket. Source from www.ntchosting.com

Relationship Marketing

Relationship marketing is a form of marketing developed from direct response marketing campaigns conducted in the 1970s and 1980s which emphasizes customer retention and satisfaction, rather than a dominant focus on point-of-sale transactions. Relationship marketing differs from other forms of marketing in that it recognizes the long term value to the firm of keeping customers, as opposed to direct or "Intrusion" marketing, which focuses upon acquisition of new clients by targeting majority demographics based upon prospective client lists.