Forget the phones - we have established a state of the art call centre dedicated to providing customers with superior customer service electronically.

We aim to actively build strong and profitable relationships with those customers who choose to use electronic communications channels rather than the telephone.

After extensive research and practical application, we have a solid understanding of the technologies available to provide this service and have taken the 'best of breed' and have combined it with a distinct customer focus to produce a unique and powerful facility.

For those organisations who are committed to realising the full potential of the 'New Media' our i-contact solution is an economic and quick way 'to get started'.

Contact us today and we'll show you how.

 

As a call centre operator, why spend huge amounts of money and resources becoming 'web enabled' when you can access a highly sophisticated electronic interface without the capital outlay.

Martin Conboy, Director of ACA Research shows that "it costs already, on average $65,000 a seat per year, plus $28,000 in capital costs for a call centre. Adding a so-called 'click to agent' facility to a corporate web site can drive this up by an additional $10,000 per seat".

"To fully enable a call centre is a very expensive proposition. It can be up to $1 million of additional capital on top of the normal switchboards and fit-out" stated Louis Carroll, Teletech President.

Only 13% of Australian call centres are currently web enabled. And that's hardly a surprise!

 

i-contact solutions is all about using the power of the electronic medium to:

• improve customer satisfaction by providing outstanding customer service- electronically
• provide an in-bound customer service function
• generate additional business by being proactive with customers - using e-mail marketing etc
• conduct research
• provide a superior help desk
• gather customer data
• increase sales
• provide a specialist response centre to handle electronic enquiries, sales promotions, fax broadcasting, e-mail promotions and web enquiries.

By using the latest internet technology i-contact solutions is able to assist organisations get the most out of the world wide web.

Unlike other organisations, i-contact solutions only handle electronic communications.

This means that:

• you do not have to pay for expensive telephony/computer integration (CTI)
• staff are professionals in handling electronic communications
• systems and processes are designed to ensure the best service is received by the customer
• costs are kept down by using 'intelligent' systems
• the customer experiences outstanding customer service from 'you'
• your organisation is seen as being on the leading edge of internet technology
• your organisation is better able to leverage the advantages offered by e-commerce

Using i-contact solutions is very much like using a call centre, in fact, our service can integrate with your call centre activities seamlessly.

 

E-mail Management

"GlobalMail" is a complete email management service, that allows you to route, track and respond to high volumes of email and web form enquiries. E-mail communications represent one of the biggest challenges for customer service today. And it also represents one of the biggest opportunities too!

As the most popular form of Internet communication, customers expect fast, accurate and timely responses to their enquiries, and as volumes dramatically increase organisations are under pressure.

E-mail Marketing

The ability to generate large volumes of personalised e-mails, tightly targeted to your customers with relevant offers and information, is a vital component in today's marketing strategy. Studies show that e-mail marketing is extremely effective, due in part to the ability to personalise the offer for each customer. Regular outbound e-mailing enhances selling and marketing opportunities, generating additional revenue and building customer relationships.

 

Web Interactions

When customers and potential customers visit your corporate website , the delivery of the right level of support can mean the difference between a valuable customer clicking away to a competitor or staying with you. GlobalLive, provides your customers with live customer support just when they need it. Customers can talk to your support team via live text chat, Voice Over IP and CSR's can escort them through your web site and assist in filling in forms.

Customers get a superior experience of your organisation while you see a clear improvement in customer satisfaction and increased sales opportunities.

 

Help Desk

There is nothing more frustrating than buying a product and experiencing a problem. Nothing that is, unless it is the inability to get the problem solved quickly and efficiently.

Help Desks are a powerful tool when they are empowered to provide customers with an efficient and friendly solution. Indeed, they can be extremely effective in cementing customer loyalty by providing superior customer service at a critical moment.

 

 

It has long been recognised that customers should have the ability to contact your organisation whenever and however they chose.

And today, many customers are choosing to contact you electronically. Fax. E-mail. Web. The trend is that more and more customers are turning to the electronic communications channels.

Customer contact these days, is primarily via a call centre, which traditionally utilise the telephone with many centres struggling to handle electronic communications. Struggling because call centres are focused on using telephony, and the struggle to handle e-business is proving to be expensive and challenging. Even the latest telephony systems are providing substantial challenges.

Then there are the people issues. Call centre staff are primarily 'phoners'. They use the phone.

Now is the time to use a specialist service designed to give high powered customer service to those important customers who want to communicate electronically.