Contact Center Inbound yang Dikelola PenuhA Fully Managed Inbound Contact Center
Pelanggan yang menghubungi Anda dijawab tim terlatih melalui telepon, chat, email, dan media sosial. Prosedur, pelatihan, pengawasan, dan pelaporannya kami yang urus.Customers who contact you are answered by a trained team across phone, chat, email, and social media. We handle the procedures, training, supervision, and reporting.
Yang termasuk dalam layanan iniWhat this service covers
- Menjawab pertanyaan produk, saldo, tagihan, dan status pesanan.Answering product, balance, billing, and order-status questions.
- Menangani keluhan dengan alur eskalasi yang jelas dan tercatat.Handling complaints with a clear, documented escalation path.
- Memproses permintaan: pembukaan rekening, perubahan data, klaim, dan permintaan layanan lain.Processing requests: account opening, data changes, claims, and other service requests.
- Jika diinginkan, dapat melayani 24/7 (24 jam sehari, 7 hari seminggu) atau waktu di luar jam kerja, sesuai kebutuhan operasi.If desired, we can operate 24/7 (24 hours a day, 7 days a week) or outside business hours, according to operational needs.
- Menyediakan laporan harian dan bulanan: volume kontak, waktu jawab, dan kualitas percakapan.Providing daily and monthly reports: contact volume, response time, and conversation quality.
Bagaimana kami menjalankannyaHow we run it
- Kami pelajari jenis pertanyaan, volume per jam, dan target waktu jawab Anda.We study your question types, hourly volume, and response-time targets.
- Kami susun skrip, alur eskalasi, dan daftar pengetahuan produk bersama tim Anda.We build the scripts, escalation path, and product knowledge base with your team.
- Pilot project dengan target kualitas yang disepakati.Pilot project with agreed quality targets.
- Berjalan penuh dengan supervisi, quality assurance, dan perbaikan berkelanjutan.Full rollout with supervision, quality assurance, and continuous improvement.
Yang kami ukurWhat we measure
- Jumlah kontak yang ditangani per kanal.Contacts handled per channel.
- Waktu jawab dan tingkat layanan (service level agreement).Response time and service level agreement.
- Penyelesaian pada kontak pertama.First-contact resolution.
- Nilai quality assurance dari sampel percakapan.The quality assurance score of the conversation sample.
- Kepuasan pelanggan dari survei singkat setelah kontak.Customer satisfaction from short post-contact surveys.
Cocok untukWhere it fits
Paling sering dipakai oleh bank, multifinance, asuransi, e-commerce, logistik, dan perusahaan teknologi yang menerima banyak pertanyaan pelanggan setiap hari.Most often used by banks, multifinance, insurers, e-commerce, logistics, and technology companies that field a high volume of customer questions every day.
Layanan lainOther services
Bahas kebutuhan operasi AndaDiscuss your operational needs
Ceritakan volume pekerjaan, jam layanan, dan hasil yang Anda ukur. Tim kami akan menghitung kebutuhan tim dan biayanya, tanpa biaya konsultasi.Tell us your work volume, service hours, and the results you measure. Our team will size the team and the cost, at no consulting fee.
Hubungi ValdoContact Valdo Pertanyaan umumCommon questions