BENCHMARK SERVICE DELIVERY TOOLS:
Over the years, specialised tools have been required to maintain and improve our services. These were internally developed and have won several awards.
- On-line training tools to ensure that agents around the world were brought up to speed immediately and concurrently in terms of new product launches and changes to existing services
- Global Call Routing which ensures that the call is immediately directed to the correct agent in the correct time zone
- CRM systems which interfaced with the clients’ specific requirements and existing systems
- Revenue tracking tools which allow the clients to monitor campaigns and the revenue generation capabilities of their agents in each market across the globe
- On-line reporting linking all centres continually and can be made accessible to clients through Mindpearl’s intranet and ensuring that service level and KPI data is never more than 30 minutes out of date.
TECHNOLOGIES AND APPLICATIONS:
- Aspect eWorkforce Management solution. This solution provides Mindpearl with a global view of all agent scheduling, adherence and forecasting. Each Mindpearl CMS feeds historical and real time data to the Aspect eWFM system.
- Q-finity & Verint call recording solutions have been incorporated into the Mindpearl environment. These systems provide scheduled and immediate call/screen recording for training, staff development, and quality & performance management purposes.
ADDED VALUE FOR OUR CLIENTS:
- Lower operating costs
- Cost-effective, “follow-the-sun” technologies
- Service clients in their native tongue, 24/7/365
- Offer more than 20 languages globally
- Include all time zones
- Reach over 400 destinations
- Provide a global infrastructure
- First-class service delivery
- Expert training and quality programmes
- Focus on core business activities
- Increase revenue potential of each contact
- Alleviate continuous technology investments
- Diversify and extend current operations