Services - that set you apart

Customers and callers today expect more than just the services on offer. They want to be looked after, understood and treated as a person with individual wishes or problems. What sounds so simple is in fact a daily challenge that rarely is met optimally. At the same time, we believe it is also the cornerstone of successful service provision. For this reason, we constantly look to the fine details in addition to the overarching strategies and functions. Only then can a service become a first-class service. A service that is superior by the one vital nuance – because it is more personal, at any given time, in many different ways, and whatever the objective is.

 

Inbound Services
  • Support for direct sales channels; e.g. reservations, bookings, fairs and events, sales, tour planning for sales representatives, competitor monitoring
  • Support for indirect sales channels, e.g. processing orders and sales; reservations, bookings
  • Internet and web support; e.g. e-mail management, chat, co-browsing
  • Help Desk functions; product and technical hotlines
  • Switchboard 
  • Customer Relations; e.g. complaints management
  • Emergency management 

 

Outbound Services
  • Telemarketing; e.g. campaign support, address eligibility and verification
  • Tele Sales; e.g. winning new customers
  • Customer loyalty management and winning back customers
  • Quality control of communication services
  • Fundraising

 

Online Services
  • E-mail management
  • Chat
  • SMS
  • Extranet services and content management
  • Hosting and housing
  • Online surveys and market research

 

Specialised Services and Fulfilment
  • Customer loyalty programmes
  • Sales and marketing services, market intelligence; e.g. analysis of competitors, market developments, rate structures
  • Airline support; e.g. ticketing, renevue, commission control, airport ticket desks, cabin crew 

 

Competence Centre Services
  • Business process analysis 
  • Consulting; e.g. for the development and operation of call centres, IT, HR, finance, controlling, workflow management, process optimisation and knowledge management
  • Coaching and training
  • Crisis management, emergency management