As customer behaviour and mindset continue to diversify, customer services at contact centres become ever more critical. transcosmos helps clients build and operate strategic contact centres that support dialogue with their customers via various communication channels.
Support designing contact centers that meet the business objectives
Support implementation and operation of communication channels
transcosmos has call center services that can strongly support a customer’s marketing activities, tailored to various industries regardless of language.
| Inbound Services | Outbound Services | Non-voice Support | |
|---|---|---|---|
| Manufacture | Pre-sale inquires Post-sale inquires Customer registration Technical support Repairs support Emergency recall | Emergency recall Shareholder voting collection support Customer satisfaction survey Telesales Telemarketing | Technical support Pre-sales inquires Post-sales inquiries Repairs support Emergency notification system |
| Telecommunications | Information desk Subscription / unsubscription processing Troubleshooting support Screening registration Customer retention Smartphone support Opening support Help desk Content support Billing inquiries Recall support | Subscription promotion Surveys Direct mail follow-up Visitor promotion Appointment acquisition Customer satisfaction survey Payment collection support Cancellation prevention | Information desk Subscribe / unsubscribe processing Pricing inquires Troubleshooting support Screening registration Smartphone support Broadband support Content support Billing inquiries Emergency notification system |
| Government | Government / local government inquiries Emergency support Government / local government application processing Customer center Tax return processing | Surveys Bill payment support Contract acquisition | Government / local government inquiries Government / local government application processing Customer center Bill payment support |
| Distribution | Order processing (including pharmaceuticals, alcohol, and cigarette) Ticket reservation Application processing Customer consultation Customer inquiries Store inquiries Emergency contact information | New customers acquisition Customer retention Reactivation of dormant customers Payment collection support Direct mail follow-up Survey / analysis Mystery call | Application processing Customer consultation Customer inquiries Order processing (including pharmaceuticals, alcohol, and cigarette) Ticket reservation Emergency notification system |
| Travel | Brochure request inquiries Booking service Travel planning consultation Customer support Ticket booking service Emergency contact information | Booking follow-up Payment collection support New customers acquisition Direct mail follow-up Survey / analysis | Brochure request inquiries Travel planning consultation Customer support Booking service Emergency notification system |
| Finance | Financial product consultation Financial product application processing Foreign currency deposit / investment trust / insurance inquiries Online banking inquiries Emergency hotline Mobile banking inquiries Mortgage inquiries Aggregating incoming calls of sales offices Aggregating incoming calls of branches Transfer agency operation | Direct mail follow-up Shareholder voting collection support Loan promotion | Online banking inquiries Mobile banking inquiries Financial product consultation Financial product application Mortgage inquiries Emergency notification system |
| Security | Securities account opening support Stock order / investment trust processing Online trade support Security administration Brochure request inquiries Emergency hotline | Shareholder voting collection support Operation support Account opening support Direct mail follow-up | Brochure request inquiries Securities account opening Online trade support Shareholder voting collection support Emergency notification system |
| Payment card | Support desk Co-branded card inquiries Credit card application processing Revolving payments reception Brochure request inquiries Credit card replacement processing Emergency hotline | Customer service inquiries Operation support Identity verification Revolving payments support Group contract promotion Card application confirmation Initial demand for payment Direct mail follow-up Incorrect application confirmation | Support desk Brochure request inquiries Credit card initiation Revolving payments support Card application confirmation Emergency notification system |
| Insurance | Brochure request inquiries Maintenance operation Emergency contact information Accident reporting response (including roadside assistance) Contract confirmation Insurance agency help desk | New customer acquisition Contract confirmation Brochure request follow-up Notification of expiration date Contract renewal Confirmation of revocation | Brochure request inquiries Accident report reception (including roadside assistance) Contract confirmation Notification of expiration date Contract renewal Emergency notification system |
Process mass data at low cost
Build framework for global website operation
Support multi-channel
Multilingual operators provide support in various languages via multi-channel including call, e-mail and chat
Deliver quality development services equivalent to or surpassing that of Japan
Realize cost reduction while securing high quality design tasks
As customer contact points continue to diversify, transcosmos provides a wide range of customer care services such as “Information”, “Customer Support”, “Technical Support”, and “Repair Support” for technical inquiries of products and services, through voice/non-voice and other channels.
Also, we automate our clients’ call center operations through cost center management by utilizing IT technologies with our customer care know-how gained from years of experience, thereby improving customer convenience and our customers' operational and cost efficiency.
We provide high quality contact center services by utilizing years of experience and the proven track records of technical support.
Improve customer convenience and streamline operation/cost efficiency
Utilize the customer care service know-how accumulated in the contact center operations
Support diversification of digital communications
Support for emergencies such as product recall, leakage of customer information, and more
We offer services to build customer engagement by providing optimal communication and optimizing our customers’ operations. We support the implementation and operation of technologies for the various channels (such as email, chat, SMS, remote, fax, direct mail, and onsite visit) required for clients’ contact centre operation
Provide CRM with customization to meet customer requirements
Support for various messaging apps including LINE and Webchat
Our inbound sales support service improves our customers’ customer purchase frequency and repeat purchase rate by utilizing analysis based on the customer inquiries and activities.
It enhances our clients' sales and sales force optimization through efficient sales approaches such as lead generation, lead nurturing, and sales closing. We offer sales support to make the customers’ call centre more profitable in both inbound and outbound operations with various services including non-voice call centre support (e.g. chat, LINE, etc.).
Boost purchase frequency and repeat purchase rate
Contact appropriate customers and generate leads by leveraging our abundant know-how and past cases with our proven track record in call center service
As an inside sales professional, we support our clients’ sales activities from new customer acquisition to sales closing
Retain existing customers to earn their loyality and increase sales by effective customer retention approaches
Contribute to our clients’ sales activities through our field services
In our current business environment, where most companies’ databases are generated and grown by their day-to-day activities, we feel that they are not used to their full potential. Just collecting and keeping track of the customers seems not enough now. Big Data needs to be used smartly and efficiently. The challenge, however, is that it requires professional, multi-talented and skilful manpower, such as marketing researchers and data scientists who can handle IT, statistics and business execution and implementation.
Good news is, we can do this for you!
Through our KPO’s segment, transcosmos analytics will offer direct marketing techniques and telemarketing outsourcing and consulting services conducted by a professional group. Through the combination and flexibility of our skills, a wide range of research and analytics and the most advanced DB/BI technologies, we will help you increase your profitability and added value.
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