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Call Centre Services

The Philippines and India are one of the leading locations in the world for international call-centre operations.

Staff are well-trained, intelligent, English speaking university graduates. They are effective in inbound and outbound retention programs and the cost is very competitive.

MLA can outsource and manage call center services in the Philippines and India on the client's behalf.

Within India, in conjunction with our channel partner, we can offer Multiple Services outlined below. We strive to excel in customer relationship management by combining innovative technology with a high work ethic. We manage people, processes, systems and facilitates from design through implementation to on going operation.

The solutions that we provide are designed to support a CRM program by interfacing with the key functions, namely: Customer Knowledge Management, Customer Interaction Management 360° and Customer Marketing and Planning. This approach enables personalized propositions to be delivered to the customer through their preferred channel. Our diversified experience enables us to customize our services to fit your specific business needs. We provide live-operator call processing services, including order capture and customer service. We also validate databases in India.

Inbound & Outbound Services

Undertake Inbound and Outbound Services.

Inbound Services

We take the extra step to make sure your customer feels valued. Our inbound call centers consist of highly trained and professional representatives. To multiply gain, we can up-sell and cross-sell products and services once the customer's question or issue has been resolved to satisfaction.

Inbound Teleservices include

1. Inbound Call Center
2. Customer Care Service and Support
3. Full Account Management
4. Order Taking and Processing
5. Customer Data Capture/Surveys
6. Promotional and Advertising Response

Outbound Services

We have Professionals who provide excellent service in even the most demanding situations. Our clients have yielded improved customer satisfaction, enhanced brand images, more efficient operations and longer-term relationships with their customers.

Outbound Teleservices include

1. Outbound Call Center
2. Market Research Data Acquisition
3. Customer Data Capture/Surveys
4. Customer Relationship Programs
5. Telemarketing & Telesales

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Customer Care

We provide professionally trained customer service representatives (CSRs) to handle Call Centre Services customer calls.

Order Taking

Companies that require order call processing, order program and sales services. They include:

1. Order taking
2. Multiple "ship-to" address processing

Direct Mail Follow Up

Increase your response rate by having us make follow-up calls on your direct mail pieces. Our experience has shown a response increase from 30% to 600% by adding our calling to a typical direct mail program. Before you do a mailing campaign let us save you wasted money and effort by updating your marketing database.

Data Entry and Enquiry Handling

We provide data entry and inquiry handling services for clients that require information to be presented to or captured by customers.

For data entry, such as clubs, credit cards, order processing and registrations, we offer:

• Key-in data entry and maintenance of multi-segmented databases
• Multiple quality assurance programs
• Caller information capture

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Database Services

We can capture and organize marketing data regardless of the source and format. Database Updating & Database Enhancement.

Database Enhancement

Through strategic teleservices, we create, maintain, improve and maximize the effectiveness of a company's database. The programs can include data segmentation, data augmentation, reporting and analysis, on-going database maintenance, and sales and lead tracking. We have updated and enhanced databases for list houses, professional organizations, publishers, manufacturers, and business services.

Database Updating

With changes happening faster every day, your database can get out of date quickly. We'll update and enhance your existing direct mail or prospect lists by getting correct contact information, updated addresses, name spellings, titles and e-mail addresses.

• You'll know if you've got the "right" people before you spend more money and resources.
• Your campaign will be more focused with better information.
• You'll save money by eliminating wasted postage, printing, and people time.
• You'll get faster and cheaper ways to reach your audience with e-mail addresses and fax numbers.

 

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