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Gruppo Cedacri per

CONTACT CENTER

The C-Global can provide integrated services for the management of business with customers, designed to provide all activities required to govern the entire life cycle of the Customer-Bank relations, as defined in accordance with business objectives.

The distinguishing element of Cedacri Contact Center services is their modularity, which has been made possible by perfect integration between human resources and information systems able to manage multichannel features, integrating Call Center, Chat, e-Mail, Fax, Web Collaboration and Data & Desktop Sharing.

The advantages include Low turnover of staff that plays a dedicated and expert role, many and different Customers have been managed over time and, consequently, an extensive experience has been accrued and Service levels established by agreement.

This service is provided from Monday to Friday from 8:00am to 10:00pm, Saturdays from 8:00am to 2:00pm, and all days on which the Stock Exchange is open (from 8:00am to 6:00pm), even in case of Bank holidays.

HELP DESK SERVICES

C-Global can provide Help Desk services supporting the sale network both of the banking and manufacturing sectors. A Help Desk is a key tool to systematically control operations and to coordinate all actions made on the systems for ordinary and extraordinary maintenance. The distinguishing features of C-Global Help Desk services are:

  • Multi-language Help Desk management (currently available in Italian, German and French);
  • Daily monitoring and reporting dedicated to this activity;
  • Shared Service Level Agreements (SLAs);
  • Daily monitoring with specific instruments for the quality provided to the end user(end customer – customer base);
  • Trouble ticket evolved system that allows rationalization and automation of procedures, keeping trace and records of each action made;
  • Quick start-up and flexibility in the management of the demand volumes.
  • With a service range that can be fully customized in terms of geographical location, function times and workflow management logics , this service is active from Monday to Friday from 8:00am to 10:00pm, Saturdays from 8:00am to 2:00pm.
CONTACT CENTER INBOUND

The integrated range of inbound Contact Center services features evolved management of the customer relation process, aiming at the creation of a single contact point using all state-of-the-art communication channels to support users.(Chat e Mobile Contact Center, Video chat Contact Center, Co-browsing, ecc).

The C-Global can be an effective single provider for the design, development and management of the following activities:

  • Information Contact Center: it allows confidential information to be given to recognized Customers
  • Order placing Contact Center: it allows to deal with phone orders Customer care
  • Assistance to the distribution network
  • Instruction services supporting e-commerce
  • Complaint Management
OUTBOUND CONTACT CENTER

An effective process for the management of relations with Customers requires constant contact by the Company and preventive or remedial activities in accordance with the corporate business.
C-Global can support companies in outbound activities, with a number of services:

  • Welcome Call
  • Teleselling, Upselling e Cross-Selling;
  • Retention and Prevention campaigns targeting the Customer Base
  • Customer Acquisition Campaigns
  • Soft Collection