21 avril 202322 February 2006

Apaga Call Services DivisionApril 2013

MEDIAMETRIE

SPYUR

Successful international projects and partners in Armenia

International Contact Center in Yerevan (Armenia)

Languages : Armenian, French Russian, English,, Spanish, Portuguese, Arab, German, Flamand, Swedish, Romanian, Georgian, PharsiOperations:

Inbound calls:Customer service representative/agentCustomer careHot line

Outgoing callsTelemarketingTelesalesDatabases qualificationCustomer satisfaction survey

Back Office - emails>Promotion campaigns>Mailing

DETAILS ON REALIZED CAMPAIGNS

Several campaigns of telemarketing done with Orange Armenia:OAM launch`s period(2 weeks), 20.000 SIM cards sold by ICC during a telesales campaign

Almost 3 years our 3 operators are assuring all the hot lines for Philip Morris Armenia

More then 3 years ICC is doing regular telemarketing and telesales campaigns in B2B sector to encrease Microsoft licenced products penetration into the market

Heritage resorts hotels

DETAILS ON REALIZED CAMPAIGNS

Different campaigns of telemarketing done: 2 years of cooperation and more then 40.000 new subscribers recruited for REED Business Magazines

Different kind of survey`s done in Sweden, UK, France, Spain, Brazil, Germany, Portugal, Netherlands

Regular surveys realized to measure the awareness of the population on their rights in financial market

Sales of travel packages in France, UK, Russia, Sweden. Yearly about 2000 travel packages sold.

DETAILS ON REALIZED CAMPAIGNS

www.tictactime.com

Call center for 3 markets France, Belgium and Luxembourg, answer to the clients questions, travel packages sales, tickets, hotels reservations. Dayly about 3000 calles treated.

European largest site of luxury products. Client support by mail and phone in portuguese, spanish, italian, german, english, flamish. After sales support, QA, online sales, delivery.

Regular surveys realized to measure the awareness of the business people on the inspection reforms

Processing of Calls

• Incoming Calls:Incoming calls

Forwarding to

Destination

Waiting for a new

call

Processing of Calls

• Outgoing Calls:

Outgoing calls

Waiting for a new

call

Customer service representative Customer service representatives are responsible for answering phone calls from their company’s

customers. They listen to, grasp and address the caller’s problems in a timely manner. They perform their tasks following the company’s line of conduct and are polite and courteous with callers. They regularly follow up customer files and call them back in the event of emergencies. They are overseen by supervisors who monitor their calls on a regular basis.

– Receives, processes and verifies the accuracy of orders from customers utilizing the organization's internal

– Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.

– Ensures and provides quality service to both internal and external customers.– Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a

variety of order-related issues.– Service management with the data for inclusion in various scheduled and special reports– Performs assigned system maintenance to various electronic order files.– Participates and provides expertise as a member of the customer service’s departmental team.

The team's– Participates and provides expertise as a member of the customer service’s departmental team.

The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.

Promotion Campaigns

Include a sales lead generation telemarketing/telesales program with your new product launch to identify and deliver the decision-makers who are ready for your latest innovation.

– Profile decision makers and influencers for the product or service– Prioritize contacts for product trial and sales– Determine interest level for benefits and features– Deliver opportunity to purchase new product– Provide follow-up information and contact – Leave behind a targeted voice mail message to soften upcoming demand

generation tactics– Clean list to remove inactive or unresponsive names– Provide statistics on the call results to measure campaign effectiveness

Make your next new product launch most effective with our telemarketing lead generation service!!!