Call Centre Services
Customer care
Customers often need to talk, and a friendly, competent response can often turn a problem or complaint into a positive service experience. Our in-market call centre agents handle many complex customer interactions including technical support calls, insurance claims handling, delivery scheduling, returns management and customer complaints.
We have a strong commitment to customer satisfaction. This drives our call centre staff recruitment, training and management processes. We provide our call centre advisors with the tools and training needed to solve customers’ problems; and rely upon their feedback to enhance our business processes.
Inbound and outbound sales
Offering 7-day-a-week operation, 20:20 Mobile call centre services handle inbound calls and outbound telesales, including payment and dispatch. Clients benefit from the flexibility we offer and the intimate connection between the call centre professionals and the logistics process.
Contract sales and SIM activation support
Retailers selling products and airtime contracts from multiple network operators can benefit from the simplicity and ease of use of our on-demand Activate™ application. Activate™, which is in use at over 1,000 retail points of sale, presents the consumer credit application and SIM activation processes for multiple network operators via a standardized and straightforward interface.
Recognising that credit applications sometimes stall or fail, we back up the Activate™ system with call centre professionals able to facilitate transactions and maximise success at the point of sale. Our advisors proactively solve issues such as declined credit applications or credit decision referrals. Working with the operators’ credit teams and directly accessing the operators’ IT systems, we liaise with our clients’ retail staff, ensuring that customers obtain the service they require, and are completely satisfied with their shopping experience.
Insurance claims and policy administration
Combining a market-leading customer experience with enhanced scheme profitability is the goal of our insurance administration services. We have a distinctive approach to call handling, in which our customer service advisors are trained and empowered to think, understand and resolve problems rather than treating every incident as a potential confrontation. Through the application of technical support tools we can eliminate many issues up-front, avoiding the expense and delays of processing a handset replacement. Whether at home or abroad, we provide callers with rapid decisions, and deliver solutions that get them connected and talking again.
With treating customers fairly at the forefront of our thoughts, the aim on every claim is to seek the fastest and best solution for the customer while minimising cost for the scheme.