Contact Center

We deliver solutions that drive revenue growth and help build brand value through enhanced customer engagements.

What We Offer

Multichannel Customer Care

Customer care is not just a phone call away anymore. It is also a scroll and a click. Let your customers choose their preferred communications channel with a mix of phone, web, chat, email, text and social media.

Sales and Acquisition

Growth takes the right kind of engagement. Achieve your sales objectives through dedicated sales professionals empowered by the latest technology, advanced analytics and personalized training.

Social Media Monitoring

Like landlines and cold calls, high-pressure sales are a thing of the past. Engage, respond and monitor the sentiment of your brand to gain insight on how to up-sell or cross-sell through suggestive selling.

Concierge Program

Customers need reasons to stay. Provide more value by defining, measuring, segmenting and targeting the right communications at the right time to deliver superior customer care.

How You Benefit

Customer Retention

  • Brand reputation and crisis management to drive loyalty
  • Customer segmentation to retain your high value customers

Improved Customer Insights

  • Analytics and predictive modeling for intelligent routing to close the sale or support the customer
  • Set up, configure, interface and maintain data and tools to drive the best results

Personalized Customer Experience

  • Multichannel, multi-touch capabilities to increase engagement
  • Improve the customer experience with customized human engagement

New Sales Opportunities

  • Customer-agent attribute matching to increase conversations
  • Conversion-based call routing and dynamic scripting to increase sales

Where We Rank

Six-Sigma Certified Leaders

%

Employees Recommend Working at Qualfon

%

Monthly KPI Achievement of All Client Metrics

Average Agent Tenure

How We’re Different

Experts in people and employee retention

Investing in people means our employees are more engaged and stay longer, taking better care of your customers while reducing your costs.

Advanced Call Technology

Conversion-based call routing and dynamic scripting identifies interests and matches the best agent to facilitate future engagement and customer loyalty.

Strategic Global Footprint

Strategically located to offer you more outsourcing options as well as complement existing operations and affordable service hubs.

Full-Service Provider

Experienced contact center leadership with a strong track record of customer care and back office processing growth helps you reduce costs and increase revenue.

Experts in people and employee retention

Investing in people means our employees are more engaged and stay longer, taking better care of your customers while reducing your costs.

Advanced Call Technology

Conversion-based call routing and dynamic scripting identifies interests and matches the best agent to facilitate future engagement and customer loyalty.

Strategic Global Footprint

Strategically located to offer you more outsourcing options as well as complement existing operations and affordable service hubs.

Full-Service Provider

Experienced contact center leadership with a strong track record of customer care and back office processing growth helps you reduce costs and increase revenue.

Clients We’ve Helped

Customer Objective

  • Major credit card company sought to deliver superior service to their high-value customers
  • Exceed customers’ expectations and deliver personalized service that meets the unique needs of each credit card holder
  • Partner with a company that could offer the technology and customer support needed to improve their customers’ experiences

Our Solution

  • Dedicated concierge director and reporting team utilizing data and insight analysis to continually improve support initiatives
  • Robust knowledge management solution and guardian process to enhance and protect the customer experience
  • Flexible technology infrastructure providing cardholders the channels they wanted to use
  • Travel and lifestyle services to client’s high value customers 24/7/365

Results

  • Operational excellence by consistently delivered KPI’s, request promise times, and system/telephone availability SLA’s
  • High customer satisfaction and Net Promoter Scores (NPS): 90%+ CSAT, 80% NPS scores, with 20%+ response rates
  • Increased repeat usage by over 100% and tracked customer spend 2x – 3x higher than prior service provider