Presentation Rev3

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OutsourcingContact Centre Services

Adserve Contact Center Advertising service company

Business Development team

Al-Khobar - KSA

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A.C.CYOUR CUSTOMER ARE NOW OURS…..



What is ACC?

ACC stand for

Adserve Contact Centre.

We specialize for customization & integration ofall available tools for customer care within ourservices to provide top Inbound, Outbound &interactive services for the clients from differentindustry segments.



What we mean by Outsourcing?

We are not manpower supplier.

We are providing Complete

Outsorcing Contact Centre

Services & Solutions to serve client customer

either in our premises or in client premises



ACC Philosophy

Our Philosophy is –

•Work with the clients to create a solutions to satisfy his customer.

•Ability to serve customer in minimum time of service

•High Productivity, to serve maximum number of customer



Service offered by ACC?

ACC provide the service organisation with

Solution & Services

For Customer Care

We understand our client current situation andproblem on customer service formulate a solutionand then implement our services based on thesolution which solve and eradicate the problem ofcustomer service



What ACC do?

To provide companies and Institutions a solution in improvising, solving problem and qualitatingservices with respect to handling customer relationship and directly or indirectly enhancingbusiness

To maintain this relation between clients and itscustomer. ACC will use all the latest availablecommunication tool



How we do it?

Integration

Client

Goals

Communication

People

(The Customers)

Technology

We create and implement solution and services by analyzing the client problems & service goals by integrating all components to reach the clients objectives



Benefit to our client

By outsourcing the service to ACC, we undertakethe headache of customer service problem onbehalf of our clients, by employing trained staffand using a professional software for a customerservice thereby we allow our client to focus ontheir core business



Benefit to our Client

We will help them in cutting down cost and improvisingthe service. The cost require to –

• Management and Creative team who is responsiblefor evaluating, strategic planning, implementationand interfacing for customization.

•Investing in technology and the quick changes intechnology.

•HR Operation for staff, Agent, Supervisor, ITTechnician, Developers and supported staff.

•Training and ongoing training services

•Other expenses e.g.. Office space, Allowances.



ACC Premises

•The Premises is supported by call centre hardware and software

•Connected with all communication methods.

•Fully quipped with a proffesional agent tools, IG, Pc’s, headset etc..

•Ready to work round the clock.

•Designed to accept both male and female operationwith a license from the authority for female section.



Business Options

We have the experience to serve and develop complete contact center operation services either to be within our premises or client premises.

COSComplete Outsourcing

Services

BOT

(Build Operate Transfer)

System

MOD

(Management &

Operational &

Development)



We can built, operate and transfer the operation to the organization after finishing our contract with the client. Usually that happen on client premises to secure his information.

If the client need us to continue operation and managing and developing he can continue in MOD service..

Business Options

COS

Complete Outsourcing

Services

BOT Build Operate Transfer

MOD

(Management &

Operational &

Development)



MOD (Management & Operation &Development) here we are providing aservice to the organization who have acall centre setup and they need acompany to operate the setup, manageit and develop the operations on clientpremises.

Business Option

COS

Complete Outsourcing

Services

BOT

Build Operate Transfer

MODManagement &

Operational &

Development



Method of Service

We provide our service by the following method

Inbound Service

Outbound Service

Self Service Interactive Service



Inbound & Outbound

ACC will provide both Inbound &Outbound service

ACC

AgentsCustomer/

Prospect client

An inbound is one that exclusively or

predominately handles call/ contact

initiated by the customer

An outbound is one in which call

center agents make contact / calls to

customers on behalf of a client.

I n b o u n d

O u t b o u n d



Inbound/Outbound Usage

Inbound / Outbound call for Customer service

•Order Taking•Order Completion•Customer Satisfaction•Loyalty Programs•Telemarketing & Telesales•Market survey / Research

•Collections•Customer Acquisition•Technical Support•CRM•And many more



Interactive & Self Service

ACC

SystemCustomer/

Prospect client

Listening the recorded information

Calling the System

Sending Interactive SMS

Receiving the desired information



I & S Usage

•Order Confirmation•Banking Service•Product Promotion•Recorded Information•Information Acquisition

•Personalized Information•Order status / Tracking•Content Management•Product / Service contest•Loyalty Programs Information

Interactive & Self Service usage in the organisation



Call Flow Service

Customer Call

800 / 700 / 9200

Call Divert

The call will divert if

the service is within

Client Location

The call will divert if

the service is within

ACC Location

Client

Operation

ACC

Operation

Self Service

Agent Service

Interactive ServiceClient Database /

Service Portal

Customer send Interactive SMS

Self Service

Agent Service

Interactive Service



A Call Example with ACC

For interaction with the self services

Welcome Message

For Self service Press 1, For

calling an agent Press 2, For

Recorded Messages press 3

For transfer to service agent Service 1

Service 2

To call Agent

On Pressed 1On Pressed 3

•Drop call are very less

•Customer do not have to wait a lot

•Many Agents to attend a call

•Nature of call predicted

Agnet 1

Agent 2

Agent 3

Listening for recorded

information

To call Agent

On Pressed 2

Info 1

Info 2

Customer Call Comes in any number as –

8 0 0 / 9 2 0 0 /7 0 0



ACC Packages / Projects

VMART

WESERVE

CUT COST

ADSERVE CALL

Online Tele-Shopping Services

Call & Shop

IN-SITE SERVICES

Special packages for small & medium

operations

SHARE SERVICES

Share contact center services



ACC Operations

24h12h

We are able

to serve 24/7

We have well trained agents and supervisorboth gents and ladies to serve all type of client customer and also a troubleshooting team working 24/7



Why joining ACC ?

•The max use of technology and communication.

•Creative solution can be adapted.

•Cut off the cost

•Work jointly with customer for customizationpurposes.

•Quick service in support and development

•Experience in interactive and promotion solution.



Technology Used -

•The technology used by ACC can be interfacewith any technologic system

•High quality of developers for creating anysolution to enhance our system to serve ourclient

•We are able to connect our system with alltelephone call, protocol, e.g.. 700, 800, 9200



Media

Who can work with ACC?

All sectors who have customers & public and their work depends on customer service.



MAZIKA

Dream 1/2Osool

ETVMTC

Nojoom

Alrai

Almehwar

Our Experience

ITV AlshababiyaRotana

Khalijia

Since 2004, Adserve has started providingcontact center services for different mediahouses and TV channels for supportinginteractive services and TV programs 24/7.



What we can do for you

This is a preliminary presentation to know about ACC (To create a solution and services.)

A lot of information required within yourorganization to customize the solution and proposed to you complete tailored made plan.



What we need from you

In order to create excellent customer care service which reflects the image of the company.

We need a series of meeting with the concernperson of your organization to discuss and investigate various paramters which enable us to understand the problem and cuztomizedsolution to it.



About Adserve

Is one of the specialist companies in thesefields:

•Contact Center Services

•IVR/SMS Interactive Solutions

•Loyalty Management Programs

•Marketing Services & solutions

•Advertising services

•Media Services & TV. Consultant

•Mobile Content Applications

•Workflow Automation Solutions



Thank You


Presentation Rev3

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