The company provides Inbound Help Desk, Consumer support, Warranty and Supply Chain services with a focus on Online, Retail & FMCG sectors. Service teams are based in Sydney, Melbourne and Brisbane working within a sustainable home office-based business model. Client service is managed by Operational managers and local team leaders. Professional contact centre infrastructure securely supports telephone, web, SMS, email and CRM/CEM database services.
CEA staff work as a contracted and cost-effective Australian business team, able to be deployed quickly, as an auxiliary and to work alongside company staff. Short term services include back up to cover staff illness. Longer term absences (such as maternity leave) - and in Disaster recovery scenarios (such as Product Safety Recalls). In any situation our team operate in support and alongside existing organisation staff and management teams.
CEA Team Australian provides excellent Outbound contact services (Telemarketing), to build relationships, to grow market share and maximise profits. Services include telephone outreach to Members, stakeholders and business partners to follow up marketing & promotional offers. Phone contact to maximise event and conference attendance. Proactive activity to renew memberships, subscriptions and software licences. Maintenance and update of CRM databases and key decision makers, is also carried out during this activity.
Services are charged on either an hourly fixed rate, or per minute as incurred. Costs are applied to customer interactions which are timed. Our customer service team business model achieves 85-90% customer facing productivity, producing excellent KPI’s and SLA’s. Australian Helpdesk services are provided for around half the cost of (FTE equivalent) recruited staff.