Contact 121 Pty Ltd

About

Contact 121's comprehensive Inbound services include both dedicated and shared ('blended') arrangements. Our Inbound dedicated seating services often involve complex call handling defined by the number of processes and applications used in a typical customer interaction and therefore almost always make use of effective integrated CRM-based solutions. These solutions involve the use of Customer Relationship Management (CRM) software, which help agents to access correct and critical information in real-time to improve overall customer experience and therefore provide high quality customer service.

Our Inbound shared (‘blended’) seating services are most often used for overflow and for managing low and erratic volumes of inbound calls and are offered universally across all industries. They can be beneficial in that they provide a low-commitment entry for clients.

Specific examples of some of the wide range of dedicated and shared Inbound services and solutions we provide include:

Customer Service & Help Desk

Inbound Sales

Loyalty Programs

Multi-Lingual Telecommunications

Absence Reporting Services

Product Recall Hotline Services

Network Operations & Control Centre (NOCC)

Outbound

Our Outbound dedicated seating services are usually centred on high-value goods and services to valuable customer segments. They often involve complex sales and retention calls often requiring multiple process steps and post-sale verification.

Our BPO workflow and document management system enables integrated CRM solutions to be delivered, whilst the supplementary services are we offer to ensure an end-to-end solution is provided that meets the evolving needs of clients.

The range of BPO-based services and solutions we can provide include:

Email Processing

Mail/Fax/Telex Processing

Data Entry

Financial Processing

Supplementary solutions that we provide include:

Literature Fulfilment

Data Sourcing

IVR Solutions

Consulting Services

For smart, flexible and affordable contact centre solutions.

We know what we are doing and we do it well. We successfully provide, and have successfully provided for many years, these vital services to many diverse clients - large and small, corporate and Government. We understand how important and valuable these types of services can be for your business and we will work closely with you in a true partnership to provide meaningful, actionable customer service on your behalf - which can ultimately have a lasting positive impact on your bottom line.

We pride ourselves on our focus and commitment to:

Continuous improvement

Robust delivery

People & Training

Communication & Reporting

Privacy & Security

So that we can continue to provide high quality contact centre services which consistently meet and exceed our customers’ expectations.