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Embrace Omni Channel Customer Engagement Contact Center Services Inform | Trust | Satisfy
Embrace Omni Channel Customer Engagement
Contact Center Services
Inform | Trust | Satisfy
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Leverage technology, overcome resource shortages and cover fluctuating infrastructure needs.
PremiumIT support you can trust.
The connected customer is transforming customer service and so are we.
Contact Center solutions by malomatia enable small, medium and large businesses to add real value to all customer contact touch points for maximum engagement and better business results.
Since 2008, malomatia has been providing customized Contact Center services to a wealth of government entities and corporate organizations throughout Qatar. Our strong collaborative relationships with leading global IT technology vendors and service providers, industry specific knowledge and trusted reputation offers you a business partnership you can rely upon.
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Capture, manage, monitor and act on valuable customer insights.
Boost customer engagement across channels
Connect with customers via phone, Email, web chat, SMS, social media, SMART IVRs, Chat Bot and Fax in 9 languages.
Improve customer retentionMaximise customer satisfaction and retention with proven best in-country service levels.
Leverage in-house or external infrastructure
Use our expertise to consult, design, implement and maintain your in-house contact center or chose to use our external infrastructure on an affordable pay-per resource model. search, speeding up processes and decision making.
Enhance processesUtilize state-of-the-art-technology and highly trained personnel to excel across Critical Performance Metrics.
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The malomatia Contact Center service has your customers interactions covered, across every channel and at every stage of the customer interaction journey. Tailor the service to meet your needs and budget and be confident that your business is supported by professional, in-country customer service support that can be relied upon to represent your business.
Benefit from your customer contact and improve market awareness, presence, sales and customer retention.
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Consulting- Contact center strategy- Technology advisory- Project management
Social media- Content management- Community management- Portal moderation- Advertising
Analytics- Customer interaction analytics- Base line assessment- Benchmarking
Awareness• Segmentation• Telemarketing• Lead generation
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Evaluation• Sales support• Enquiry/help desk• Telesales
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Decision• Order processing• Upsell/cross-sell
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Experience• Query handling• Issue resolution• Report generation
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Retention• Collections• Loyalty management• Renewal & conversion
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Customer interaction journey
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Our hyper- connected world demands time-sensitive engagement.
Customers expect to be able to engage with businesses how they choose, when they choose to, from the device they choose – and they expect a response, fast.
With malomatia’s Contact Center services you can engage, retain and upsell to customers for long-term business benefit by providing customers and employees with access to better tools, applications and insights, anytime, anywhere.
Secure omni-channel
customer service
Increased insight,
accountability, privacy and compliance
Increased customer
interaction
Valuable insight
direct from customers
Reduce churn
Proven process management for
timely responses to customer enquiries
Increase value
proposition
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Whether you would like a stand-alone service or a customized integrated solution, we enable your business to be committed to customer satisfaction.
• Contact center services• Infrastructure• Training and development• Staff augmentation• Contact Center seat rental• Customer care exploratory study
Infrastructure Training and Development
Contact Center design and implementation
Infrastructure deployment
Infrastructure rental and implementation
Staff augmentation
Contact Center process assessment and reengineering
Soft skills
Call center basic skills
Verbal communication
Culture familiarity
Leadership
Telesales
Telemarketing
Back office processes
Database management
Data capture
Data validation
Industry specific operational processes such as claims, fulfillments
Contact center seat rental
Hardware
Software
Staff augmentation
Contact center representatives
Face to face representatives
Inbound services Outbound Services Contact Center Help Desk
Contact Center Services
General inquiries
Query resolution
Emergency lines
Data validation
Scheduling / appointment setting
Booking and reservations
Billing information
Video contact center
Customer support
Outbound sales
Direct marketing
Surveys
Campaigns management
Lead generation
Loyalty programs
Renewals and subscription ordering
Market research
Product
Status updates
Customer greetings & IVR
Troubleshooting
Corporate help desk
Warranty and post warranty support
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Your framework for seamless Contact Center services.
Value-added services.
Our value-added services provide consultancy, guidance and the opportunity to utilize big data effectively. Work with our team to formulate a completely integrated approach to customer services or a bespoke solution that meets your current business objectives and requirements.
Consultancy | Social media reach | Customer analytics
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We adhere to national and international standards for Contact center services.
Deliveringbest in-country service levels.
AVERAGE SPEED OF ANSWER
20Secs
4Mins
30Secs 80% 5%
80%
AVERAGE HANDLE TIME
CALL ANSWER RATE
AVERAGE ON-HOLD TIME
FIRST CALL RESOLUTION
ABANDON RATE
10 language offerings • Arabic• English• French• Hindi• Malayalam• Spanish• Tagalog• Turkish• Urdu• Sign language
8 channels • Phone• Email• Web chat• SMS• Social media• SMART IVRs• Chat Bot• Fax
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We strive for complete customer satisfaction and achieve this through our transparent communications, in-house knowledge and attention to detail.
malomatia has ensured high customer satisfaction for Contact Center services by always keeping the business user and end customer at the forefront of their offering:
Strong Local Market Capabilities.Experience of working with a diverse range of government agencies and enterprises - managing millions of customer interactions.
Service Delivery Compliance. We adhere to national and international customer contact standards to ensure the highest levels of compliance.
Robust Recruitment Process. We follow stringent short-listing and verification processes. Our customer-centric workforce has the right skills and attributes to ensure professional communication is always delivered.
Quality Excellence. We offer proven solutions with effective quality control processes that consistently meet performance KPIs. Our oversees contact centers locally and within region enable us to market to wider audiences around the world.
Holistic Service Expertise. A 3600 perspective of Contact Center services spanning all elements of the plan-build-run cycle makes malomatia a trusted long-term partner for achieving specific customer outcomes.
Your trusted business partner.
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Government services
Healthcare services
Transportation services
Customs services
Applications services
Managed services
eLearning services
BI, analytics and technology services
Digitization services
Security services
Contact Center services
Our complete service suite
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Contact us
Contact Center Services www.malomatia.com14 15
Address16th Floor, City Tower (Marriott Marquis Hotel Tower), Omar Al Mukhtar St., West Bay, Doha – Qatar, P.O.Box: 24069
Telephone +974 4499 2888
Fax +974 4499 2855
Websitewww.malomatia.com
