“Viatel” Contact Center is a professional communication center that uses complex solutions in work with customers. When processing requests, the staff supports loyalty and retains customer interest in further cooperation.
The outsourcing contact-center “Viatel” has the fullest opportunity for customer service system organization in any country and region. Any client can make use of our services that will be useful for his company development.
We do our best to provide full customer service by using a high quality telecommunication infrastructure and advanced technical solutions. To become our client, contact our managers by phone or send us request using online form on our site.
2015 – Switching to another level. Diversification and modernization. Transforming our Call-center into Contact Center. Multi-channel communication. Avaliability 24/7/365.
2014 – Providing services: database creation and update, notification/invitation, technical support, cress-selling, phone surveys, customer retention - in various industries: Telecommunications, Fitness, Micro-financing, Security etc.
2013 – Opening of commercial office in Moscow, Russian Federation. The beginning of collaboration with one of the biggest companies in Russian Federation - Beeline. Providing customer attraction service.
2012 – Establishment of Viatel Call-center: providing customer attraction services to the biggest telecommunication company in the Republic of Moldova.
2011 - Viatel – a project within
In process of work with client database, data cleansing is frequently needed. On average 5% of data goes outdated every month (addresses, phone numbers, employees’ personal data, etc. changes).
Customer database updating allows to quickly and efficiently check the addresses, customer’s names and surnames, names of companies, phone numbers, fill the gaps in information about customer, remove non-existing or duplicated contacts. In addition, while calling customers with purpose of updating their data there is always opportunity to communicate them about new goods and services, tell about promotions or perform mini-survey by phone to determine consumer needs or demand for company’s goods or services. When the work is performed, all data will be organized in a format that will be maximally comfortable for further work, and information obtained directly from customers will be used for marketing analysis.
A fresh database is the basis for efficient work of managers who will not end their time on calls to outdated numbers and email sending to email addresses that are never checked. A fresh database will not mar the impression about the company by wrong addressing to customer or making a muddle of the name of director of a partner-company.
First contact with New Customer with purpose to welcome him, thank him for purchasing a product/service, check out customer’s satisfaction with the purchased service/product, selling process and support. This is the first step to relationship with Customer.
In addition, Welcome call is the right tool for encouraging your managers and sellers to work honestly. Do you want to know the feedback from your customers who already purchased your company’s goods or services and have already got into your database? You know, a satisfied customer will thank you, however a disappointed customer … As a result, you will get stats for reflection, questions to work on, audio-records of your customers’ feedback which generate astounding results when given to direct sellers for listening.
In every company there are cases when a customer is dissatisfied. According to statistics, only a small portion of customers will call and leave a complaint, the others just express resentment or leave.
That is why:
We know how to work with clients who leave complains.
We analyze all subjects of customer complaints and provide you the stats with comments and calls of clients in detailed reports. As a result, you will see the situation as seen by the customer. You will have opportunity to quickly response and satisfy customer needs in a variety of situations.
We will notify your customers on settlement of the situation via phone call, SMS or email message.
This is one of tools allowing to:
Our consultants make as many calls per day as your on-site managers make per month. If your prospective customer does not call you to make a purchase or place an order, it does not obligatorily mean that he (she) doesn’t want to purchase, he(she) maybe would like to make purchase but still didn’t get round, and we will remind him about it.
The service includes in it:
Surveys are one of types of marketing study. This is one of most efficient and most frequently used methods. Most often surveys are performed in form of questionnaires – previously drawn question-list. The questionnaire should be drawn up in such a way that the respondent enters the dialogue. The questionnaire should quicken interested in person, so that he (she) wanted to spend time on you and discuss the subject proposed in the questionnaire. It is important that the questionnaire was explicit and it should be clear what you want to learn from the respondent.
There are two types of surveys:
As a result, the customer gets information about customer’s preferences and wishes in the form of completed questionnaires, summary tables, and reports. This is very comfortable.
Customer Care performance determines the success of any business. When taking care of your customers, you are building loyalty and build relationships with them. In today's competitive market the pursuit of new customers seems to be very attractive. However, to increase the yield and profitability of your business, you must focus on retaining existing customers and building loyalty on their part. Good Customer Service is the ability to manage perceptions of your customers and build a positive business experience with you and your company.
High-quality service of Contact Center has a multiplier effect: it multiplies the results achieved by advertising, marketing and sales. This multiplier effect is based on a positive attitude of customers to the company created through high-quality service which motivates them to recommend the company to others.
WILL BE GLAD TO SEE YOU AMONG OUR CUSTOMERS!