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Customers expect professional,
consistent service, support and information every time they
interact with you. Xcel Contact Center- a new service launched
by Public Services Company- offers a variety of outsourced
customer interaction solutions covering each stage of the
customer lifecycle—revenue-generation; customer care; retention;
technical support; receivables management (collections) and back
office (item processing).
We recognize no one solution can
meet the needs of every business—each has different solution
requirements depending upon strategic objectives and future
plans. As such, our methodology provides solutions that are
market-ready, yet customized, based upon the specific
requirements of your business.
In addition, we have developed
industry-specific competencies that allow us to respond to
unique demands and opportunities in specific markets. Our
multi-tiered approach to client engagement for both
business-to-consumer (B2C) and business-to-business (B2B)
programs enables us to align our solution as closely as possible
with your unique business goals.
Each of our solutions showcase our ability to add value to your
primary business objectives by:
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Improving brand image through consistent and accurate handling
of
customer contacts.
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Providing access to accurate, up-to-date information, driving
timely customer issue resolution.
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Capturing customer service information for analysis and
conversion into market opportunities.
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Providing a flexible and scalable operating environment that
can accommodate dynamic shifts in volume, workload and staffing
requirements.
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Integrating operations platforms, enabling work inter-flow
between sd outsourced customer contact centers, other third party
vendors and internal.centers.
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Supporting multiple communication channels (telephone, web,
e-mail, fax, traditional mail, etc.)
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Implementing self-service strategies to further improve
performance and reduce costs.
The xcel advantage to Business Process Outsourcing (BPO).
Planned services include:
Customer Lifecycle Management Service Customer Care
- Pre-Sales Support
- Post-Sales Account Coverage
- Shipping/Delivery Inquiries
- Insurance Claims Handling
- Warranty Entitlement
Account Management
- Customer Acquisition and Retention
- Lead Qualification Processing
- Sales Lead Management
- Demand Generation
Tiered Technical Support
- Level 1, 2 and 3 Technical Support
- Installation and Warranty Support, Warranty Upgrades
- Analytics and Reverse Logistics Management
Back Office Lifecycle Management Services
- Finance & Accounting
- Order and Document Management
- Transaction & Payments Processing
- HR Management
Business Transformation and Process Consulting
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