Inbound services

Full Australian Agent Outsource Service

Short Term and Long Term Projects
High Volume Call Handling

Team Australian Customer Service Australia provides a seamless inbound contact centre resource through its sophisticated PABX/ACD and CRM database facilities. With agent teams focused on the delivery of friendly and professional customer service for Help Desk, Sales, Registration and Customer service enquiries. Postcode based call transfers, SMS support, email support and information fulfilment, provide a complete Australian national ‘hub’ customer service centre .

A team of customer service operators takes inbound calls from customer contact telephone numbers and the Internet sites of clients. Team Australian Customer Service manages the operator team resources to ensure callers get through quickly to fully trained operators answering and acting as skilled customer service staff of the client company. The call centre has the capacity to receive up to 16,000 calls per hour. Teams sizes range from 5 – 20 agents.

TACS provides its teams of operators to undertake client specific training to a level deemed necessary by the client to professionally handle functions such as:-Specialist Help Desk services, Loyalty Programme management, Seminar Bookings and Registrations, Subscription services, Travel management, Visa and Passport services, Tolling services, general customer service enquiries. Plus the selling of products or services from Direct Response advertising campaigns and the processing of the sales transaction.

1800 – 1300 numbers can be provided on request with services up and running in a short time. Credit card online approval systems are also available as are SMS, email and fax broadcast facilities.

Information fulfilment services are also provided with 24 hour turnaround and daily courier and Australia Post pick up.

All clients of Team Australian Customer Service are provided with voice mail, auto attendant IVR options, seamless call transfers nation wide, Info/music on hold, 24 hour up time, weekend and after hours emergency services.

TACS provides detailed analysis and reporting of all telephone activity and transactions. Daily reporting on call activity is provided along with electronic transfer of call data. Remote access to call databases is available via secure web connections

Team Australian Customer Service provides service 7 days a week, with  ‘live’ answering by full time Australian agents. Standard services are 8am – 7pm weekdays (AEST), 9am – 2pm Saturdays and Sundays. Public holidays and 24/7 services by arrangement

Service levels and KPI’s adhering to ‘worlds best practice’ for inbound call centre customer service standards are guaranteed.

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Services

Customer Engagement Australia Pty Ltd - Australian Customer Service Team
Level 3, 1049 Victoria Road, West Ryde NSW 2114

Telephone: (02) 8069 8420
Email: cpayne@customerengagement.net.au

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