Customer Engagement Australia Pty Ltd (CEA) is an Australian owned and staffed telephone contact centre, specialising, in the provision of expert and ‘in depth’ live operator answering, HelpDesk and fulfilment services. The service skills, and sophisticated communication systems are relied upon by forward-looking organisations with a focus on customer service.
Based in Sydney, the privately owned company has grown organically with a closely controlled number of long-term clients, supplemented by short-term ongoing project work. Utilising state of the art VoiP call centre, SAP CRM database technology and remote workforce management systems it has the capacity to handle multiple service transactions per day. All CEA workstations are fully computerised, use integrated telephone and database systems, support broadband, cable and digital communications are fully redundant and can connect directly to clients through virtual private networks, modems or routers.
The company takes pride in that over 90 per cent of calls to its centre are answered by a consultant without being placed on hold and that its staff turnover is less than 5 per cent a year – both figures are very rare in the contact centre industry.
Products / Services
Customer Engagement Australia provides Australian live customer service agent services for Online Retail Support, FMCG Food product consumer support, NDIS services support, Government services support, Warranty registration and replacements, Help Desk services, Customer Information services, Subscription/membership renewals and Mail Fulfilment services.
Inquiries can be logged into a client web interface, or a database programmed at CEA, to capture callers details and sales transactions. Database records and credit card sales can be sent in real time emails or as daily Excel batch reports to clients for instant action and processing.