Why Telemedia is introducing this new service ?

Posted on 1 May 2014 by Call Center Manager  

Telemedia was launched in the year 2000 with the aim to introduce audio-text and IVR (Interactive Voice Response) services to the Egyptian market concentrating on information and entertainment based services. Telemedia became the only company that secured an audio-text contract directly with Telecom Egypt, powered by a flexible and durable landline platform with SS7 connectivity and outbound calling capabilities and over 40 E1 connections.

Good customer service is the key to success in any business. Customer service has become a fundamental element in any organization’s success. It is for this very same reason that call centers have flourished in the past few years. As companies are scrambling for the top position in any industry, ensuring utmost customer satisfaction through unparalleled customer service has brought about a tremendous need for outsourcing Customer operations services.


Telemedia’s got the required infrastructure and a long experience in providing IVR related services. The IT team has been involved in developing dozens of applications and software and is capable of running customer operations related transactions smoothly. Telemedia has got the experienced customer service management and has hired and trained the skilled workforce to ensure that the service provided is meeting and exceeding partners expectations
   
  Customer Operations Outsourcing
  Latest service/ business introduced to the markets by Telemedia and since we have always aimed at providing top-notch services and unparalleled quality; deciding to start up a customer operations outsourcing business has been thoroughly studied.

We have taken into account the success and good reputation we have achieved throughout the years. Hence, when a project is assigned by a business partner, we never compromise on quality and Telemedia’s approach will always be qualitative rather than quantitative.
   
Outsourcing impact on your business
Outsourcing your business enables your company to:
 
  • Handle customer contacts professionally and intelligently
  • Avoid large Capital Investment as well as administrative and maintenance hassles
  • Have a full control over the call center’s capacity to respond to events such as marketing campaigns, surveys, debt collection, and information updates…etc.
  • Reduce the operational expenses through economies of scale and call center specialization
  • Focus on your core business: setting up a call centerrequires management and administration needs and obligations that distract the company from its core line of business
 
 
  • Improve Quality: The customer operations requires continuous monitoring of many different parameters to gauge performance and then provision the people with the right training and coaching to improve results
  • Speed up time-to-Market cycle: When you reduce the friction, you are able to build momentum in your business. Building a customer service department requires defining the requirements, purchasing, installation, of the equipment and development of applications in addition to hiring and training the people. A long process that takes anywhere from 6 to 12 months depending on the complexity
 

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  • Inbound response via phone and/or live chat.
  • Order Processing: phone and online
  • Product Inquiries & Launches.
  • Cross-selling and up-selling.
  • Database building, validation and updating .
  • Telemarketing ,Telesales.
  • Reservations.
  • Campaign management.

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, 6 October City , Giza , Egypt
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