CallForce Outsourcing Specialists Verified listing

OUR GBS SERVICES Our solutions are customised and built to serve many industry sectors including (but not limited to) the Telco, Financial Services, eCommerce, EdTech, Logistics and Energy sectors. This approach gives us the agility and flexibility to deliver customised BPO services using our comprehensive omnichannel solutions to service these industry sectors in achieving high levels of speed to productivity, operational performance, business growth and optimal customer retention through various types of support, including:

OUR FORMULA Our successful and proven formula combines the right people and optimised processes with cutting-edge technology and digital skills to deliver of an exceptional customer brand experience. The business world and competitive landscape as we know it is evolving rapidly and each day brings renewed importance to your brand’s relevance in the customer’s world which is changing at the speed of light. The ability to be agile and adapt quickly is crucial. Outsourcing to the right partner like CallForce can be an enabler to outperforming your competitors and retaining your position as a leading brand.

THE POWER OF THE RIGHT PROCESS Our unique culture, superior operational capabilities, domain expertise and adaptability to changing business requirements is demonstrated through our carefully designed processes. We continually refine and optimise our processes through the measurement of key indicators to ensure we are constantly evaluating our effectiveness. HERE'S HOW OUR AWARD-WINNING CALLFORCE FORMULA CAN WORK FOR YOU:

DEFINE & DESIGN Whether you’re looking to optimise what you’ve already got or you want to start from scratch, we’ll make it happen. Using data analytics, we can track how your customers interact with your brand, see where the challenges are and customise simple, intuitive solutions that give them exactly what they’re looking for. Our omnichannel approach helps us open up more channels for communication to enable an enhanced customer experience that’s cost effective, measurable and more ‘human’.

MEASURE & REFLECT Our processes are adapted in an agile approach to keep up with the speed of change. Using deep data analytics and real-time smart reporting, we can measure key indicators to evaluate just how effective our performance is at any given time. Our trend analysis capabilities mean we can also track market trends and optimise our processes accordingly to ensure the ultimate service experience.

LEARN & IMPROVE Every contract is another opportunity to refine what we do. Our analytics team are equipped with the best in quality assurance and training to constantly adapt and optimise our processes according to your business needs. Through innovative digital learning systems, our ever-evolving ‘digital brain’ gives our CallForce team the power to take relevant information and turn it into exceptional customer experiences.

EMPOWER & GROW Evaluating and understanding a customer’s experience is key to understanding how to optimise and promote strong brand loyalty. Our unique approach to customer experience management allows us to empower our team with the right technology and processes to best serve each and every one of our customers. Digitisation can only be effective when you have a great process!

OUR BPO SOLUTION DESIGN Gaining an advantage in an increasingly competitive market means having to challenge the status quo to create the optimal customer journey using the right people, the right technology and the best innovative processes that bring it all together. Our customer-centric approach combined with the expertise for process optimisation, state-of-the-art technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience. There are several components to our agile outsourced solution design which are combined to build the optimal customer journey:

OUR CX STRATEGY Understanding the client journey and the impact on customer experience is part of the DNA of CallForce. Delivering an exceptional customer experience means giving customers value that goes beyond a simple transactional relationship.

OUR CUSTOMER JOURNEY MAPPING APPROACH Our approach is based on the principle of planning what the customer would like to experience as opposed to what the internal processes may dictate. This is divided into 3 different categories and the right offering is deployed based on a strategic understanding of the campaign requirements:

DIGITAL FOCUS Our high-tech operations are technology agnostic. Our significant investment in cloud-based technologies to effectively support our client requirements and streamline the operations of our own business deliverables, have been a key strategic focus of ours as we transition to optimally operate in this digital world. Our Technology automation and optimisation approach includes:

TECHNOLOGY SOLUTIONS THAT SUPPORT OUR OPERATIONS INCLUDE: • Omnichannel Software – Our omnichannel solutions bring every channel together, enabling seamless engagement with customers across multiple channels. • Analytics-driven Quality Assurance Management - In collaboration with Genii Analytics, we embrace smart analytics to transform traditional QA reporting into an insight’s hub to improve service, sales, collections and retentions. • Digital Performance Management – Our performance management tool ensures our agents know how they are performing and where to place their focus with performance goals tied to data digitally updated from business systems. Engaging gamification dashboards provide benchmarks, updates, achievements and social content to track progression. Workforce Management Software - Optimising productivity by using data to effectively forecast our labour requirements and call volumes, making sure we manage staff schedules to meet our client’s day-to-day demand. • CallForce Engage - Our very own digital engagement app to communicate, engage and empower our teams through high impact video that can be accessed both online and offline without the cost of data that encourages increased participation with loyalty points and rewards. • Automation – Our smart investments into automation reduce agent-assisted engagements for non-complex issues or transactions to increase efficiencies and productivity of your highly skilled agent workforce. • Artificial Intelligence – Building the future of intelligent decision-making within the contact centre environment through human-life computing.

OUR OMNICHANNEL SOLUTIONS Our omnichannel solutions are supported by smart technology platforms that open up new channels and individual touchpoints for direct customer-to-brand communication. We bring every channel together while empowering our agents to engage in seamless conversations with customers across multiple channels to continually deliver: - Innovative solutions to address increased customer demand - Optimised processes to provide convenient, secure and a personalised customer experience - Professional and efficient support in closing the customer loop - Innovative, digitally enabled processes to streamline the learner experience - Professional advice on how to streamline the operations of your complex customer journey and - A better way to breathe new life into your customer experience

OUR CUSTOMER ENGAGEMENT CHANNELS

VOICE

With the consolidation of digital channels into a single user interface, customers and agents are able engage on a voice call to resolve more complex customer queries or close a sale as well as deal with a collection call empathetically to enhance rather than detract from the brand experience.

VIDEO

Offers the opportunity to engage more deeply with customers, solve their problems faster and cross-sell more effectively. What could previously only be heard can now be seen. What previously could be explained, can now be visually demonstrated.

SOCIAL MEDIA

Our integrated omnichannel social media solution reduces reputational risk and customer churn by professionally responding to important service requests and complaints in real-time.

TEXT	Implementing and supporting the most popular messaging apps for faster and more personalised digital communications to increase agent productivity and customer experience.

WEB CHAT

A proactive customer service channel to engage with new or existing customers. This channel has proven to drive sale conversions and quicker resolution times in a cost effective and efficient manner.

LIVE CHAT

Providing customers with an alternative channel ensuring that we meet our customers where they are at. This functionality allows agents and chat bots to facilitate more than one chat depending on the complexity of the query.

EMAIL

Email is one of the most widely used communication tools, providing a convenient channel of communication for those customers that would prefer to receive a response to their query in writing.

SELF-SERVICE

We deliver exceptional, professional and consistent IVR services to your customers with an added human touch.