8
PEOPLE SOLUTIONS YOUR PEOPLE SOLUTIONS AND BUSINESS PROCESS OUTSOURCE PARTNER OF CHOICE Customer Experience Management and innovative omnichannel solutions CONTACT CENTRE SOLUTIONS
PEOPLE SOLUTIONS
YOUR PEOPLE SOLUTIONS AND BUSINESS PROCESS OUTSOURCE PARTNER OF CHOICE
Customer Experience Management and innovative omnichannel solutions
CONTACT CENTRE SOLUTIONS
As companies worldwide respond to increasing cost and efficiency pressures and the need to deliver meaningful, sustained, positive customer experiences, contact centres are favoured for business process outsourcing.Business Process Outsourcing (BPO) involves relocating business processes that a company usually performs in-house to a third-party service provider, such as a customer care or contact centre, to carry out the services on behalf of the company.
Bytes People Solutions has over 20 years’ experience in people and business development. Our experience in analysing business processes gives us insight into the implementation of tailor-made business optimisation solutions. These solutions range from outsourcing and co-sourcing to off-shoring, depending on our clients’ requirements and the services and products related to the business task at hand.
Outsourcing, co-sourcing and off-shoring of non-core and specialist functions can lead to a host of benefits. The most crucial of these is the resultant freedom that allows an organisation to focus on its central operations and future growth strategies.
WHY BYTES PEOPLE SOLUTIONS?
OUTSTANDING CUSTOMER EXPERIENCE
The goal for most companies is to create a consistent customer experience across all touch points that meets or
exceeds the standard they have set in terms of what they want to deliver. Bytes People Solutions will help ensure
that the promise of a positive experience is being upheld and that the customer can experience superior service:
whether it is from sales, customer service, accounts or support.
OUR PEOPLE:
Bytes People Solutions’ approach to business process outsourcing focuses on bringing in people who have been
sufficiently upskilled and who have received the necessary investment in their professional trajectory. This is
achieved through our Skills Factory as well as the on-board training we offer, which nurtures a commitment in our
employees that ensures they are happier, less likely to fall prey to attrition, and more likely to contribute proactively
and productively to their environment. Inevitably, this creates a business culture within our clients’ organisations
that is driven by excellence, and one in which they have a better chance of building strategic partnerships with their
customers.
REDUCED COSTS:
Setting up a contact centre requires major investments in facilities, equipment, operations and staffing. Bytes
People Solutions allows these costs to be spread across many clients, who benefit by paying only for the services
needed.
FLEXIBILITY AND SCALABILITY: Call volumes rise and fall, so an in-house contact centre is at the mercy of periods of low volumes, when agents are idle. Bytes People Solutions benefits from multiple clients, which helps reduce the severity of call volume peaks and valleys. Agents can work more efficiently, and managers can schedule staff more effectively, helping reduce costs-per-call. Our contact centres have the size and staff to ramp up quickly if call volumes spike due to seasonal activity or major marketing campaigns.
FUTURE-FOCUSED:Our Business Process Outsourcing Omnichannel strategy meets today’s challenges: a fast, changing world; fierce competition; and demanding customers. More than that, it anticipates what will come: the mobile internet revolution first, and a whole new way of interacting with people next. We implement forward-thinking solutions to ensure that our clients’ contact centres remain relevant and stay ahead of the Customer Experience curve.
SPECIALISED INDUSTRY KNOWLEDGE: We have a specialised understanding of contact centre services for certain industries. The executives and managers of the outsourced contact centre will have valuable insights and proven strategies that can only come from years and years of experience. For example, numerous customer-rewards programs, telecoms, banking and short-term insurance.
DATA COLLECTION AND ANALYSIS: Bytes People Solutions understand the importance of capturing and analysing call information to gain insights that will improve our customers’ processes. We have experience with multiple clients and the data generated by many marketing and advertising campaigns and have therefore invested in enabling technologies that help unlock useful insights from large amounts of raw data.
QUALITY MONITORING AND CONTROL: Our Outsourcing service level agreements (SLAs) require all customer contact to be handled professionally. Answer time and first-time call resolution are the highest priorities and some of the measures of our quality. Bytes People Solutions have monitoring tools and performance assessment and improvement plans in place to ensure SLAs are met.
ACCESS TO LATEST TECHNOLOGY: Bytes People Solutions has invested in the best technologies for multichannel customer contact. These are software tools that offer features such as cloud-based platforms, VoIP, email, web chat, SMS text and social media monitoring. To help assure contact centre profitability, we have invested in tools and expertise to precisely measure per-call costs. This level of cost detail is typically shared with the client in the monthly reports, which helps our customers evaluate the effectiveness of marketing campaigns and overall operations.
SERVICE 24/7, SEVEN-DAYS-A-WEEK: Customers expect to be able to pick up a phone, send an email or jump into a web chat session and reach a live customer service representative at any time of the day, any day of the week. Bytes People Solutions can provide around-the-clock availability.
OUR NATIONWIDE BPO SOLUTIONS
CONTACT CENTRES• Full Outsource Overflow• Co- / In-Source• Inbound / Outbound• Technical Support Agents• Telesales• Digital Direct Sales• Email / Chat / Social• Retention• Back Office• Offshore
TRAINING• Life Skills• Contact Centre• Quality Assurance• Workforce Scheduling• Consumer Protection Act• Telesales• Bespoke Solutions
COMMUNICATIONS• Hosted / Cloud Engagement• Voice Recording• Connectivity• Headsets• Video Conferencing• Digital Signage• Peripherals
CUSTOMER INTERACTION MANAGEMENT• Mail Management• Knowledge Management• Voice Biometrics• Social Media Engagement• Web Self Service• Chat & Co-Browse• Speech Analytics• Workforce Optimisation
PROFESSIONAL SERVICES• Health Check• Business Analytics• Workforce Optimisation• Management Dashboards• App Development• Customer Experience Analysis• Business Intelligence• Project Management• Content Development
OUR SERVICES
CUSTOMER SERVICE• Help Desk• Inquiry Desk• Competition Lines• Data Cleaning• Account Queries• Complaint Management &
Resolution Management
CUSTOMER CARE
• Proactive customer contact
• Courtesy Calls
• Welcome Calls
• Satisfaction Surveys
• Market Research
• VIP Customer Programmes
TELESALES & TELEMARKETING
• Inbound sales & response handling
• Outbound Telesales & Telemarketing
• Up-sell & Cross-sell initiatives
• Lead generation & appointment booking
OUR PEOPLE APPROACH
The Bytes People Solutions management model is built on the promise that our people form the cornerstone of our business. Our strong values and business interactions are based on the fact that we have the right people doing the right thing, at the right time. Our team members not only live our brand, but adopt our customers’ brand and identity; in fact they ‘live it’. The result is a seamless, consistent experience for the caller at every touchpoint.
We ensure that our agents are well supported, not only through a comprehensive induction curriculum, but also through ensuring that we have customised the training programme specific to our customer’s operation and into a format which not only achieves a high degree of knowledge retention, but fosters within our staff, the desire to live our customer’s brand. Before an agent makes the transition to a live operating environment, they receive specialised and dedicated attention within our agent development incubator.
In this environment agents are able to apply their new found knowledge at their own pace, under the guidance of experienced training and quality assurance team members. On completion of this development phase our agents move into the live environment with confidence and without any impact to the existing operation or to our customer’s clients. Outstanding performance is recognised through our Detailed Reward Programme. The agents in our contact centre take ownership for ensuring they are equipped to provide outstanding customer service.
R
CAMPAIGN CUSTOMER RESPONSE TELESALES TELESALES PRODUCT SELECTION
CREDIT VERIFICATIONFULFILLMENTCONTRACT ADMINWELCOME CALLBILLING
CREDIT MANAGEMENT CUSTOMER SERVICE RETENTION GROWTH
BENEFITS TO YOU
First Call ResolutionVoucher & Red Alert
ManagementEnhanced Customer
Experience & SatisfactionRed Alert Management
Business Insight - Trends, Product Service
Development Cost BenefitsReal Time Reporting
Deciding to outsource your contact centre can be a game changer for your business. When you work with Bytes People Solutions the benefits for your customers and bottom line are substantial. From tailored processes and dedicated resources, our focus is on your unique customer service and business needs.
OUR CUSTOMERS
PEOPLE SOLUTIONS
www.bytes.co.za
YOUR PEOPLE SOLUTIONS AND
BUSINESS PROCESS OUTSOURCE
PARTNER OF CHOICE
BPS HEAD OFFICE241 Third Rd, Halfway GardensMidrand, 1685, GautengTel: +27 (11) 205 7000 Fax: +27 (11) 205 7110 Email: [email protected]
BPS CAPE TOWNGround Floor, Oceana House25 Jan Smuts St, Cape Town, 8001Tel: + 27 (21) 832 1700Fax: +27 (21) 418 0026Email: [email protected]
BPS CAPE TOWN3rd Floor, Heerengracht StForeshore, 8001, Western CapeTel: 087 285 0447Fax: +27 (11) 767 4000 Email: [email protected]
BPS HORISON1 Kingfisher St, Roodepoort, 1724, GautengTel: +27 (11) 767 4000 Fax: +27 (11) 205 7110 Email: [email protected] BPS KWA-ZULU NATALNo. 3 Sugar Close, 2nd FloorGateview, Umhlanga Ridge, 4320Tel: +27 (31) 830 9400Fax: +27 (31) 566 4695Email: [email protected]
BPS MIDRANDUnit 14, Growthpoint Business ParkCnr. Tonetti and Old Johannesburg RdMidrand, 1685, GautengTel: +27 (11) 205 7000 Fax: +27 (11) 312 9675 Email: [email protected]
BPS RANDBURG10 Philips St, Randburg, 2194, GautengTel: +27 (11) 767 4000 Email: [email protected]
BPS PORT ELIZABETH1st Floor, Cnr. 1st Ave and Cape Rd, Port Elizabeth, 6045, Eastern CapeTel: 087 285 0447 Email: [email protected]
