Business Solutions
Outsourcing non-core business processes has the potential to enable organizations to reduce operating costs, optimize resources, focus on business objectives and improve customer loyalty. The challenge is to find the right partner who can – and will – deliver quality, reliable services you require to build relationships.
Unigroup is a single source provider for outsourced contact center services. We provide the highest level of phone, email and web-based support. Our approach is highly personalized, providing quality support tailored to the specific needs of the client and their customers. We enable our clients to focus on their critical missions while providing a wide spectrum of support, services and solutions.
Inbound Services
- Customer Care: Build and enhance customer loyalty from professional, responsive and personable assistance by our customer care representatives.
- Sales: Increase revenues by driving inquiries from print, direct mail, radio, television or online advertising to our inbound sales representatives.
- Customer Retention: Retain market share by allowing us to take cancellation calls from your existing customers.
- Surveys: We will provide you with professional and honest surveys that will consistently deliver fair and un-biased results.
- Technical Support: We provide helpdesk services for your technology products such as mobile phones, computers, televisions, or other electronic or mechanical goods.
Outbound Services
- Sales: Lower your acquisition cost and increase revenue by supplementing field sales and online marketing with Unigroup telesales force.
- Direct Sales: We will call your business or consumer prospects
- Winback: Sales recovery. We will save those customers you can’t afford to lose.
In addition to generating sales for you, we will gather and provide you with timely and invaluable feedback direct from your target market that you may consider when evaluating and designing your product and marketing strategies. You will have access to data about competitor’s offers, customer needs, customer purchases and customer complaints.
- Market Research – Data Collection: We have the capability and systems necessary to run your telephone research requirements. We will provide you with professional and honest surveys that will consistently deliver fair and un-biased results. Our predictive dialer interacts with web hosted CATI systems providing efficient data collection that may be customized to suit your needs.
- Publications Surveys: We provide periodicals class qualification and re-qualification using long form and short form surveys that are BPA compliant. Reports are customized according to your standards and submitted as required.
- Lead Generation: We will pre-qualify your sales leads thereby shortening your sales cycle. By the time the lead is in your hands, you can devote your energies to closing the deal.
- List Qualification: Working with your existing list, we will contact every lead quickly and inexpensively to qualify the prospects and leverage the time of your sales team of closers. We can also provide extensive details with those qualified leads to prepare your sales representatives to have a productive first contact.
- Hot Transfers: Maximize highly specialized and valuable manpower resource. Our sales representatives will only transfer qualified and interested individuals directly to your internal sales team, who are more experienced with closing the deal.
- Appointment Setting: Our representatives will do the tedious task of calling your leads and set qualified appointments that is convenient for your customer and your sales representative. This allows your team to focus on the all important tasks of closing the sale.
- Follow-up Call: This is an often neglected but important part of building customer satisfaction and loyalty. After a sale is made, customers need a telephone call to help develop a warm and good relationship. This is sometimes also called a “welcome call.”
Email Support Services
Our email support system helps organizations to competently and promptly deal with customer queries by providing clear, detailed and written responses.
Online Chat Services
Having a live person available to chat with your customers 24 hours a day is a crucial selling point especially if your competitor does not have this service. This allows your customer real-time access to information which increases satisfaction levels.
Voice and Message Relay
Our skilled representatives act as Communication Assistants translating messages from Internet Relay Service users and providing voice support to their intended recipients. The Communication Assistants acts as the “voice” for people with difficulty in hearing or speaking.
Quality Audit Services
Quality Monitoring and Assessment: Full sales or non-sales recorded calls are scored based on predefined and preapproved metrics. The Quality Audit team assists in the development of the Quality monitoring form with weighted data elements to score both individual and team skills
Sales Log Verification: Third Party Verification or TPV is now the de facto standard for voice transactions where legally binding authentication and confirmation are required. Quality Audit ensures all client-required responses are met by conducting a full call verification of the TPV recording.
Why Us?
- Personalized Service for you – unlike other contact centers, We provide you a direct access to the management team. This gives you a faster turn-around on your needs, requests, problems or issues. Our executives are hands on and will service you directly.
- Total Customization – We understand that your organization is unique. Your clients’ requirements may be highly individualized. You may have many differing support agreements. The way you need your customers to be greeted might be a one-of-akind. Your triage, patches, fixes and escalations need to be handled to fit your strategy and your
customers’ requirements. We will do this for you. We are flexible and our practices are highly customizable. - Business Stability – The idea of cutting costs by going with a start-up outsourcer or the cheapest vendor can lead to tragedy. Unigroup incorporators have many years of combined experience, significant bench strength, track record and repeat clients.
- It’s All About People – In addition to systems and knowledge bases, it takes special people to provide superior outsourced technology product customer support. We are staffed with customer satisfaction-focused personalities. We don’t get rid of callers by escalating everything. Our agents deal with customers from beginning to end,
satisfactorily. We also have access to enough senior consultants who are ready to tackle the more challenging concerns. - Supporting the Product Lifecycle – Providing highest quality customer care is a challenge for any business. We are experts in delivering profitable solutions through:
- Increased customer satisfaction and customer retention
- Lowered costs of total lifecycle support
- Improved product enhancements & responsiveness to the market place
- Improved communications between all key elements of the service cycle
System Infrastructure
Dialer
Ameyo is the market leader in contact center technology. The dialing software is easily customizable to every campaign’s requirements, and can integrate multiple CRM channels.
VOiP
APN utilizes Tier-1 Carrier Termination which enables the most optimized routes for calls. This allows for Crystal Clear Calls at any time. The APN VoIP Gateway is managed by multiple switches in a hot fail-over environment. If at any time a switch fails, another immediately takes over to ensure continuous availability. This allows for High Traffic Capacity, with 99.999% Network Availability
Internet Service Provider
IPS is an in-house internet service provider direct from Japan that provides for up to 650 mbps of data. It has a dedicated line of 455 mbps just for calls. This ensures clear and uninterrupted calls for all customers, and fast browsing data for support. Backup line is Eastern Telecom with 150 mbps.