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Our wide range of services helps you choose which of the solutions are suitable to your organization as opposed to what our competitors call "optional extras" .You choose we bundle, we give you a single unit cost. With CCA EPZ you can centralise all your operations with us, keeping in mind that Technology is a vital component of our business strategy.
Customer Care services with highly trained Associates under experienced supervision and stringent quality standards will deliver services that consistently meet customer expectations and Process SLA's.
Our full multi media facility gives CCA EPZ’s clients the ability to contact customers via any combination of mixed media communication: e-mail webchat,Webcall back,telephone and faxes.
This allows CCA EPZ's clients to exploit new business opportunities by providing the ability to outsource client interaction via their web site. This can help to increase sales on the Internet and revenue generated by e-commerce.
CCA EPZ's customer service agents and your customers can share application data, images, and conduct a voice or text dialogue during a single Internet session, bringing the transaction to a closed sale
Customer Relationship Management
CCA EPZ specialize in developing Customer Relationship Management (CRM) strategies, which ensure that each customer contact is a relationship building experience. By immersing ourselves in your brand and culture, CCA EPZ becomes an extension of your organization and is focused on both retaining your customers and maximizing the lifetime value of these customers. A well run Customer Contact Centre focusing on customer care, will actually reduce your reliance on customer acquisition by ensuring that existing customers are retained. This will ensure that customer care is no longer looked upon as a cost by your organization but actually a means of building stronger relationships, increasing sales and increasing your knowledge of your customers.
Complaint Management
A customer complaint, if handled well, can be a valuable asset. At CCA EPZ, our agents are highly trained to ensure that each call is a rewarding experience for your customers.
A customer complaint is one of the best opportunities you have for turning an unhappy customer into a loyal customer. Even the most dissatisfied customer can become an ambassador, winning new customers for your business by word-of-mouth advertising.
Whether you win or lose customers can depend on the way you handle their complaints. At CCA EPZ we believe that retaining customers is just as important as winning new ones and therefore we focus on optimizing the lifetime value of all your customers, new and old.
Telemarketing Campaigns
Telemarketing is the most interactive marketing medium available. It allows you to answer your customers' questions, address their concerns, and overcome their objections.
Inbound telemarketing
This allows you to walk away from your office without thinking or worrying about your business. With CCA EPZ, you know that your calls are being answered promptly, professionally and courteously. We can help to streamline your customer communication and sales process by providing your customers with the convenience of being able to do business with your company 24 hours a day. With inbound telemarketing, your sales and customer service departments are always open.
Outbound Telemarketing
CCA EPZ harnesses the power of the telephone to make your marketing activity more effective and generate business for your company. Product sales, high quality sales leads, loyal customers and a "ready to go " sales force are just some of the benefits our clients' enjoy. CCA EPZ are also committed to ensuring that we treat every customer contact as an opportunity to build a relationship and as such we take on your brand and culture by telephone. By learning from each contact, CCA EPZ are able to learn about your client base and target future telemarketing campaigns more effectively to reduce your cost per sale.
Speed, accuracy, and reliability - the cornerstones of the CCA EPZ BPO approach to Back Office & Transaction Processing services. The team consists of professionals with extensive experience in a diverse range of vertical domains, back office processes and process migration. State-of-the-art technology and high levels of infrastructure redundancy combined with stringent standards of quality and compliance ensure consistent and timely delivery of output
If you were considering outsourcing a part or all of your administration, we would like to speak to you
CCA EPZ can manage some of your accounts payable processes including:
Accounts Payable
We achieve to processing invoices received within the Service Levels agreed with our customers
Accounts Payable processes including:
-Supplier master data master and maintenance
-Purchase order dispatch (electronic or hardcopy)
-Invoice receipt, scanning and processing (including matching to --purchase orders and goods received notes) and archiving
-Query resolution (including helpdesk)
Within 24 hours of receipt, the key attributes of each invoice (invoice number, gross amount, invoice date, supplier name etc.) are entered into the relevant systems which gives our Live Agents full visibility of where the invoice is in the process. This allows us to query and report on the whereabouts of all invoices received and also provides performance data and accrual information at period ends.
Accounts Receivable
Agreed debt invoicing and collection procedures are followed, Removing the day-to-day management responsibilities for administering your sales ledger and collecting customer debt, will allow you and your team more time to focus on supporting your business
CCA EPZ can manage some of your Accounts Receivable process including:
- Customer master data set-up and maintenance (including credit checks)
- Sales Invoice production and dispatch (from sales order)
- Debt collection procedures (letters, telephone calls, statements)
- Query resolution (including helpdesk)
- Provision of management information (aged debtors and performance)
Expenses
We audit manual expense claims to ensure compliance with Customs & Excise and Revenue legislation and our customers individual company rules and policies. We enter these manual claims onto your existing payment system, ensure that staff is reimbursed and charges posted through to the ledger.
CCA EPZ can manage some of your expense payments processes including:
- Enter relevant data onto your payment system
- Manage the payment of staff (including advances offset or company credit card payments)
- Match electronically authorized claims with relevant hardcopy claims and receipts
- Query resolutions (including helpdesk)
- Provision of management information
Payroll
We manage interfaces from relevant HR and time sheeting systems and also manage the gross to net calculation and issue of pay slips.
CCA EPZ can manage some of your Payroll processes including:
- Maintenance of employee standing data
- Management of interfaces from related systems (timesheet, other allowances)
- Calculation of Gross Pay
- Gross to Net calculation
- Pay slip production and dispatch
- Employee helpdesk for the resolution of queries
- Provision of management information
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