ITS Global CONTACT CENTER & HELP DESK

 

Customer service and support is a source of pain and frustration for any company. Outsourcing your help desk or contact center services to ITS Global brings a variety of benefits to increase your business performance: specialized skills of experienced professionals, reduced staffing & cost of operation, improved response times and flexible working hours.

ITS Global aims to become the reliable and long-term customer representative partner of our clients in financial and other business sectors, to improve their current help desk and contact center services. Some services that ITS Global offers include Technical Support, Live Web Chat Support, Direct Voice Support, Order Entry Processing, Customer Service Support, Lead Generation.

Why you should choose us!

  1. PERFORMANCE MANAGEMENT: We offer coaching and training to our agents with an unbiased look into how they handle customers.
  2. STRATEGIC PARTNERSHIP: We customize our solutions and mindfully invest in services improvement to continuously add value to the front office of our client.
  3. A-Z PACKAGE:  Including system, solutions, facilities, agents, database management, data analysis.
  4. TRANSPARENCY: 24/7 monitoring service, all call/transaction records are available for quality improvement and auditing.

Contact Center and Help Desk Center

  • Auto Routing Calls Distribution – ACD
  • Popup customer information for incoming call
  • Update customer information in CRM
  • View historical notes of customers
  • Manage blacklist
  • Recording incoming calls & listen to the call recording
  • Monitoring real-time quality of calls
  • Report & provide statistics for incoming calls

Email Tickets: 

  • Automatically receive email, open queuing ticket
  • Assign ticket processing
  • Follow ticket processing
  • Support ticket handling email templates
  • Report and provide statistics of pending and solved tickets

Live Chat: 

  • Receive and distribute Live Chat session for handling
  • Distribute Live Chat session by skills of agents
  • Monitor quality of the Live Chat sessions
  • Report & provide statistics for Live Chat sessions

If you need any consultation, feel free to leave us a message.

Send an email.