101102 Call Center TSC Brochure

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B U S I N E S S P R O F I L E

C O N T A C T



1 CHAIRMAN’S LETTER

Ahmad Tahlak

Chairman



2

In an ever changing business environment, Managing Customer

Experience is becoming a necessity for almost every business,

corporation, and governmental organization.

The need for Comprehensive Contact Centers has emerged from

the need to satisfy, delight, retain and indulge customers, in other

words, the need to turn satisfied and loyal customers into business

advocates.

The TeleServices Company fully understands the specific needs of different organizations in our region. We deeply understand the

culture, the language, and the rooted practices of the people

around us.

We have been in the service of the Contact Center Industry for

many years. We have developed and implemented innovative

methodologies that have been proven effective for many

customers in the region.



The TeleServices Company (TSC) -a member of LEVENBERT- specializes in theprovision of Consultancy and Development Services for the Contact Center and Business Process Outsourcing Industry, with a great focus on Customer-

Centric Solutions.

Through its wide range of Turnkey Implementation Solutions; TSC has helpedmany clients develop their contact centers from scratch. Notwithstanding,the TSC also offers comprehensive outsourcing solutions to thoseorganizations willing to focus on their core activities, yet outsourcing a non-core Business Process to a competent outsourcing partner.

With a proven track record and accumulated experiences in the region, theTSC is strongly positioned to become the preferred “ComprehensiveContactCenter Development and Outsourcing Partner” for its clients.

The TeleServices Company

3 WHO WE ARE ..



With a large number of comprehensive services, TSC offers turnkey solutionsto the Contact Center industry, ranging from Comprehensive ContactCenter Development, Workforce Development, Training and Certification,

Contact Center Outsourcing, Management and Business Consulting,Customer Experience Management, all the way through to Customer Satisfaction and Workforce Performance Measurement.

TSC is in offer of what the market needs today. Our solutions have beenproven effective for many Corporations, Governmental, and non-Governmental Organizations alike.

Our solutions are based on our thorough and step-by-step methodologies,created and implemented to develop and bring contact centers in line withinternational standards and best practices.

Our Services and Solutions

4

'To help our clients to be moresuccessful.'

Vision



TSC’s approach to develop contact centers is called the “ComprehensiveContact Center | C3” Methodology. Through the deployment of thismethodology; TSC has helped many organizations either to develop their

Contact Centers from scratch, or assist them at a certain stage of their Contact Center development process.

TSC implements a phased approach, and mobilize all needed resources toprovide support in the four basic Contact Center development aspects;namely, strategy development, process mapping and re-engineering,technology transfer and deployment, and people development.

Over the years, TSC has been involved in the development of small to large-scale contact center projects for many satisfied and delighted customers inthe region.

Contact Center Development

5 SERVICES



Our workforce development services go along the full Human ResourcesManagement cycle. Starting from the early stages of HR Strategy andworkforce planning, our services extend to cover recruitment, screening and

selection, contracting, hiring, job placement, induction, training andcertification, on-the-job coaching, succession planning, performanceappraisal, all the way through to employee service and welfare planning.

At TSC, our HR senior consultants possess the knowledge, skills, and thepractical experience within the Contact Center industry itself. Most of our consultants have been engaged with the industry for more than a decadefor now.

Equipped with the right methodologies, tools, and approach; our consultantswill provide your esteemed organization with a revolutionary turnkey solution.

Workforce Development

6



Contact centers invest enormous efforts, time and money in educating andtraining their agents. However, the increasingly more complex tasks and thepersistent job pressure result in high turnover and consequently in an endless

training and retraining cycle.

Recognizing these serious challenges, TSC decided to tackle the problem atits roots by designing the C3P Training and Certification Program. C3P is atraining and certification program targeting Contact Center staff at all levels.

This training and certification program helps Contact Centers build a crystal-clear career path for their staff, get them educated and then certifiedaccording to international best practices and standards; thus resulting in lessstaff turnover, less HR Management and training headache, while enjoyingan enhanced level of customer and employee satisfaction.

Training and Certification

C3P

C3P

7 SERVICES



Our state-of-the art and modern Contact Center facility, has been carefullydesigned to meet the very specific needs of each of our clients. With the bestfabric of seasoned Contact Center Agents, we offer 24X7 seamless and un-

interrupted outbound, inbound, and non-voice communications. We docustomize our services to meet your very specific needs. We can offer telesales, order taking, follow-up, or help desk support to name a few.

The Contact Center is being labor intensive and hard to manage by nature.Outsourcing a non-core business process or an in-house contact center brings many benefits to the outsourcer. To name a few, benefits range fromcutting down costs, saving enormous efforts in Human ResourcesManagement, focusing on core activities, achieving enhanced levels ofcustomer satisfaction, and leaving that job to the experts.

Contact Center Outsourcing

8



Our management and business consulting services range through a number of important Contact Center areas including strategy formulation andimplementation, process mapping and re-engineering, technology transfer

and deployment, as well as people development. We offer consultingservices that range from the early stages of Contact Center planning anddevelopment, all the way through the day-to-day management of ContactCenter activities.

We can also offer help and support in more specific areas such as ContactCenter Quality Assurance and Quality Management. For example, we canhelp clients achieve a service level, by maintaining a predefined set of KPIs.

When it comes to Contact Center facility planning and design, TSC is your consultant of choice to design a state-of-the art flour facility.

Contact Center Consulting

9 SERVICES



In today’s -more than ever- tuff business environment, organizations engagethemselves in an endless race to turn satisfied customers to loyal, and loyalcustomers to advocates. The only way out for an organization to do so is by

managing its customer experience. It is well known that the experience your customers have when dealing with your organization, is totally influenced bythe way you manage your internal business, where everything today needsto revolve around the customer’s own wants, demands and expectations.

TSC offers a full range of Customer Experience Management Initiatives, fromthe early stages of designing a Customer Experience Management Strategy,to the integration of technology, creating and managing brands, all the waythrough to build commitment amongst staff and their higher management,we offer it all.

Customer Experience Management

1



Striking enough, but real figures indicate that the highest percent ofcustomers take their business somewhere else because of poor customer service.

Thus, managers in service organizations need candid and accuratefeedback information on their leadership management, customer experience management, workforce performance and satisfaction, supplier relationship management as well as service level and process effectiveness inorder to be always informed and aware of service levels.

Comprising of 5 major steps, our performance measurement methodologyprovides a total solution for performance measurement to our clients. Our performance measurement methodology has been implemented in manyorganizations in the region.

Performance Measurement

11 SERVICES



TSC’s unique methodology and approach to Contact Center Development iscalled the “ComprehensiveContact Center | C3 Methodology”.

Comprising of seven steps; the C3 methodology reflects the thoroughness ofour approach; from the early stages of consultancy to the point of deliveringan advanced, cost effective and fully operational Contact Center. Theseven steps of the C3 are: Status Quo Evaluation, Strategy Formulation,Facility Planning, Technology Integration, Processes Engineering, PeopleDevelopment and Finally the Stage of Going Live.

While TSC’s C3 Methodology is a thorough, step-by-step approach,corporations can seek our services at any stage of their Contact Center development. TSC has ensured that the C3 Methodology is customizable andflexible in order to cater to a corporation’s specific requirements at any.

Our Methodology

1



13 CONTACT US

Business Development UnitDubai | United Arab EmiratesMore information

[email protected] + 971 4 3311463 + 971 4 3482900

C O N T A C T U S

[email protected]+ 971 4 3311463+ 971 4 3482900



1THANK YOU

Total Contact Centers Solutions



C O N T A C T

www.tscdubai.com

101102 Call Center TSC Brochure

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