Contact Center Outsourcing in BDO Esnad
BDO Esnad provides top notch contact center outsourcing services that is delivered by a highly experienced and skilled teams and executives. The expertise that BDO Esnad demonstrates in providing its contact center services, constitutes all the main pillars and foundation of outstanding contact centers, those pillars are:
- Customized process mapping and work flow of all customer service transactions.
- Customer service representatives and team leaders’ selection & recruitment and profile benchmarking with our clients.
- Quality management, monitoring and continuous calibration.
- Contact center specialized training and product knowledge training.
- workforce management.
- Operations and performance management.
- CRM customization and reporting.
- Technology setup and technical requirements.
- Professional project management
BDO Esnad implemented Cisco UCCE which is the top niche market enterprise Contact Center solution. The Cisco system supports the Omni channel which enables businesses to provide their clients with professional, up to date and consistent customer experience. This is achieved through adding up all the digital channels to your contact center.
The Omni Channel enables the contact center having One system, one screen and equipping same agent to accept communications from all channels Voice & Non- Voice without toggling applications.
It is worth noting that BDO Esnad pursues the consultative approach with it clients while establishing their contact centers, whereby the flexibility of customizing all the solutions and processes according to clear scope of work is in place and the professional team walks the client through the whole process step by step to ensure professional setup and smooth outsourcing of operations which is managed by worldwide standards and guidelines as BDO Esnad is certified with;
- ISO 27001 for information Security
- COPC (Customer Operations Performance Center), BDO Esnad follows all COPC guidelines and standards for contact center operations and internal audits are conducted monthly to ensure applying the standards.
- ISO 9000-2001
BDO Esnad success trilogy is “People”, “Process”, and “Technology”;
BDO Esnad has the resources, the technology and the operational expertise that allows it to offer its clients a full spectrum of multilingual Contact Center solutions and services, targeted to meet the needs of organizations aiming at providing their end customers with exceptional customer service and experience.
Our Contact Center services include: