People
Etisal employs Highly experienced professionals in the call center and the
outsourcing business. Their experience spans different industries and have a
Long experience in handling human-intensive projects in Saudi Arabia for many
sector and large clients.
The call center agents are selected after a multiple stages of interviewing to
test and ensure all aspects of good customer services and sales attitude.
All agents receive extensive training an retraining on the customer service and
telesales techniques as well as the processes of the specific project.
Processes
Our experienced consultants will help you all the way from identifying customer
interactions areas all the way until achieving customer satisfaction. Etisal
project management process typically take 2-4 weeks and goes as follows:
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Infrastructure
Etisal call center is based on the industry leaders in the call center industry-
CISCO VoIP technology. Allowing system
reliability and providing unmatched flexibility to locate the agents even at
the clients premises if required.
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Altitude Interaction Management System.
Allowing efficient handling of different customer contacts and logging of
interaction history.
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Computer Assisted Telephone Interviewing (CATI).
Capitalizing on the Altitude Predictive dialing infrastructure we are able to
provide effective surveys and market research data gathering services. With
systemized dialing, where the phone list (customer name, phone number and any
available details) will be uploaded to the system and the number will be
dialed, in case of busy or no answer the number will be automatically scheduled
for redialing, hence saving the agents time and effort.
- Redundancy and Emergency Preparedness. Redundancy is built in the infrastructure of the call center where every component is redundant and every weak point is analyzed and contingency plans are deployed.