Contact Center Solutions

CONTACT CENTER SOLUTIONS

ACTIVE FOR SALES

Multichannel sales center using active telemarketing, techniques i.e., the company calls or interacts electronically with the prospect to offer the company’s products.

WHO ARE THE SERVICES INTENDED TO?

Companies seeking to improve retail sales of products sold by telemarketing (insurance, cable TV, credit card, ads, etc.) using high technology with intelligent processes, probing techniques, argumentation and closing.

BizPRO has extensive experience in sales operations for credit card, mobile, real estate, car, mass insurance, cable TV and so on. In addition, it has specialized database marketing professionals.

FEATURES

BizPRO is responsible for all such structure, enabling organization’s professionals to focus on the core business of the company, with no need to allocate resources for IT and physical space – exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

BENEFITS

By further enabling your telesales operations with BizPRO, the contracting company reduces investment costs for training and qualifying their agents. Not to mention that the costs and labor charges are under BizPRO’s full responsibility.

DIFFERENTIATIONS

Use of resources and technologies that ensure the best efficiency and result for your business:

  • Power and Predictive Dialer
  • BizPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice and screen recorder (optional)
  • COPC Contact Monitoring with full discovery of root causes of uncessfull attempts to solving problem.

INBOUND TELEMARKETING

Telephone customer service is made when the customer calls a service number provided by the company (0800 and 400X) as access online services by chat, email, whatsapp, short messages etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, pharmaceutical, insurance, financial, consumer goods, etc.) requiring to provide customer support over the phone, chat or email. Providing a high level of management and quality in their critical business operations: insurance, health, Customer Service, Ombudsman, etc.

FEATURES

BizPRO is responsible for all suchstructure, enabling organization’s professionals to focus on the core company’s business, granting resources for IT and physical space and exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

Controls:

  • Operator access controls;
  • Queue Service Level;
  • Call Abandonment;
  • Customer satisfaction;
  • Attendant Creation and Change of Skills;
  • Break Monitoring;
  • Real-time view of all inbound and outbound calls;
  • Creation of Reports and Customization as needed.

BENEFITS

Further enabling your receptive telemarketing operations with BizPRO, the contracting company reduces investment costs in: training and qualifying their agents. Not to mention that the costs and labor charges are under BizPRO’s full responsibility.

DIFFERENTIATIONS

Highly specialized features as well as a structure to receive many calls.

Another advantage is the scalability according to demand. BizPRO easily absorbs peak periods when the number of calls increase substantially.

Use of resources and technologies that guarantee the best efficiency and result of your business:

  • Avaya CMS
  • BizPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice recorder and synchronized screen
  • COPC SMD Monitoring

NPS (NET PROMOTER SCORE) – SATISFACTION SURVEY

Market research aimed at measuring customer satisfaction, both in qualitative and quantitative aspects of after-sales service.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to measure how much their consumers/clients are loyal to their brand or measure the overall satisfaction of their company or product/service.

We conduct quantitative and qualitative market research, customer satisfaction survey and after-sales service.

FEATURES

The company uses Email, SMS, web searches, phone and mobile to do the survey. Everything is done with a complete and highly technological structure to approach customers without negatively impacting them (in a cordial, fast and efficient way). The entire process is simplified and carried out in a very quick and objective way, aimed at maintaining customer satisfaction and loyalty.

BENEFITS

NPS can be used by any company, of any size or activity segment. Moreover, it can be used to measure overall satisfaction with a business or transaction, at each point of contact.

During both the questionnaire and result assessment phases, Net Promoter Score allows easy assimilation by clients, operators and managers.

DIFFERENTIATIONS

BizPRO has developed a Customer Satisfaction Survey Management tool for its clients, which conducts after-sales surveys to measure consumer satisfaction for companies using Net Promoter Score in a simple and innovative way.

CATI(COMPUTER ASSISTED TELEPHONE INTERVIEWING) – CUSTOMER SATISFACTION SURVEY WITH DEEPENING CAUSES OF DISSATISFACTION

Service designed to measure how much your consumers or other companies are satisfied with the services and/or products offered to their customers.

This measurement is made through (quantitative and qualitative) market research, customer satisfaction survey and after-sales service.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that seek to understand and qualify their customers’ satisfaction levels as well as in relation to their brand.

FEATURES

It’s achieved through the telemarketing survey service. With an exclusive software for dialing and tabulating the questions, BizPRO accomplishes a high level of effectiveness and, therefore, has one of the best research costs in the market.

BENEFITS

The survey can be applied as a specific action to measure a service, through outbound service, every six months or annually, according to the Quality Policy adopted by the company, or can be applied regularly after providing services with more objective questions.

It can be applied taking advantage of the moment in which the customer contacts us or in specific campaign generated with specific purposes.

DIFFERENTIATIONS

100% of the surveys are made available for auditing and all reports are customized and changed according to customers’ needs.

COLLECTIONS

Collection services (1st and 2nd Level, SMS, Bank Slip Credit Card and Automatic Debit, Negotiation and Debt Settlement, etc.) with a customized approach according to each type of customer and company, aimed at reaching the credit recovery targets without harming the relationship with the customer.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that need credit recovery services due to the increasing default rate of the market.

FEATURES

With its own methodology, BizPRO studies each case thoroughly, fully committing to find the best solution. Each customer has a different portfolio and different requirements for collection procedures, so we focus on finding the best tactics to respond with the best results.

BENEFITS

Outsourcing operations exempts the company from providing training and qualification of their agents, eliminating costs and labor fees and generating savings with the skilled labor. BizPRO is accountable for this this structure, enabling the organization’sprofessionals to focus on the core company’s business.

DIFFERENTIATIONS

We use several tools to optimize each collection phase:

  • Power and Predictive Dialer
  • Billing System
  • Workforce Management
  • Billing System
  • Voice recorder
  • COPC SMD Monitoring
  • Base hygiene
  • Sending SMS
  • Own collection software

HEALTH SERVICE MANAGEMENT

Claims management and critical cases monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

WHO ARE THE SERVICES INTENDED TO?

Aimed at call centers requiring to outsource their service and support services for their customers. Schedule management and monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

FEATURES

Claims Settlement and Auditing of medical consultations, exams, deliveries and dispatch critical of services with a professional specialized 24×7 service structure.

BENEFITS

Your patients’ satisfaction and loyalty.

DIFFERENTIATIONS

By means of segmentation and specialized software engines, from segmentation, trained and equipped operators (customized by our software manufacturer) can mediate the client relationship and minimize insures loses with abuse and fraud situations.

ROOT CAUSE MONITORING COPC®

A highly effective process, based on COPC best practices, to search for root causes (processes, systems and business rules) for customer satisfaction and satisfaction issues through telephone or online transations (email, chat, SMS, whatsapp) monitoring of end-user business transactions.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to know the root cause of process operational problems and/or operational problems of their systems and critical errors that adversely impact their finances, as well as customer satisfaction.

FEATURES

Diagnosing mistakes made during a service or support, either caused by agents or other back-office areas.

The Root Causes tabulation process follows the Kenwin/COPC methodology and uses appropriate tools to establish the Pareto principles of roots with incidence priority and importance.

BENEFITS

  • Cost reduction;
  • More information of your business;
  • Increased quality;
  • Increased productivity and transaction resolution (real-time and deferred);
  • Improved end-user satisfaction and, consequently;
  • Significant increase in the company’s profitability;
  • Use of BI tools COPC®: SMD®.

DIFFERENTIATIONS

Strengthened by our partnership with Kenwin / COPC® Inc., a leading global consulting firm with operations in over 19 countries, represented in Brazil by Kenwin do Brasil, we offer the market a seamless service: BI MONITORING TRANSACTIONS, focusing on business processes.

CUSTOMER SERVICES

Customer Services to clarify doubts and to provide, informations, for register complaints about products and/or services of the company.

WHO ARE THE SERVICES INTENDED TO?

Intended to companies that need to create a communication channel between the company, its end-users or intermediates (resellers, points of sale, franchisees, sellers) and the internal areas of the company, following the guidelines of Decree 6523.

FEATURES

  • Supporting 100% Service Level in 60 seconds;
  • Providing Service Protocol;
  • Listening carefully and critically to customers and transforming the information collected into the basis for developing strategic actions;
  • Orienting customers, having full knowledge of what is happening in the company;
  • Involving various internal areas of the Company regarding the issues brought by the customers, enabling the improvement of the Company’s products and services.

BENEFITS

Establishing a unique and tailored communication with customers, regardless of the city of origin and the subject that drove the call.

DIFFERENTIATIONS

It facilitates the customer’s access to the manufacturer, resolving complaints quickly and efficiently.

FOR IMMEDIATE CONTACT,
FILL THE FORM!

ACTIVE FOR SALES

Multichannel sales center using active telemarketing, techniques i.e., the company calls or interacts electronically with the prospect to offer the company’s products.

WHO ARE THE SERVICES INTENDED TO?

Companies seeking to improve retail sales of products sold by telemarketing (insurance, cable TV, credit card, ads, etc.) using high technology with intelligent processes, probing techniques, argumentation and closing.

BizPRO has extensive experience in sales operations for credit card, mobile, real estate, car, mass insurance, cable TV and so on. In addition, it has specialized database marketing professionals.

FEATURES

BizPRO is responsible for all such structure, enabling organization’s professionals to focus on the core business of the company, with no need to allocate resources for IT and physical space – exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

BENEFITS

By further enabling your telesales operations with BizPRO, the contracting company reduces investment costs for training and qualifying their agents. Not to mention that the costs and labor charges are under BizPRO’s full responsibility.

DIFFERENTIATIONS

Use of resources and technologies that ensure the best efficiency and result for your business:

  • Power and Predictive Dialer
  • BizPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice and screen recorder (optional)
  • COPC Contact Monitoring with full discovery of root causes of uncessfull attempts to solving problem.

INBOUND TELEMARKETING

Telephone customer service is made when the customer calls a service number provided by the company (0800 and 400X) as access online services by chat, email, whatsapp, short messages etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, pharmaceutical, insurance, financial, consumer goods, etc.) requiring to provide customer support over the phone, chat or email. Providing a high level of management and quality in their critical business operations: insurance, health, Customer Service, Ombudsman, etc.

FEATURES

BizPRO is responsible for all suchstructure, enabling organization’s professionals to focus on the core company’s business, granting resources for IT and physical space and exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

Controls:

  • Operator access controls;
  • Queue Service Level;
  • Call Abandonment;
  • Customer satisfaction;
  • Attendant Creation and Change of Skills;
  • Break Monitoring;
  • Real-time view of all inbound and outbound calls;
  • Creation of Reports and Customization as needed.

BENEFITS

Further enabling your receptive telemarketing operations with BizPRO, the contracting company reduces investment costs in: training and qualifying their agents. Not to mention that the costs and labor charges are under BizPRO’s full responsibility.

DIFFERENTIATIONS

Highly specialized features as well as a structure to receive many calls.

Another advantage is the scalability according to demand. BizPRO easily absorbs peak periods when the number of calls increase substantially.

Use of resources and technologies that guarantee the best efficiency and result of your business:

  • Avaya CMS
  • BizPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice recorder and synchronized screen
  • COPC SMD Monitoring

NPS (NET PROMOTER SCORE) – SATISFACTION SURVEY

Market research aimed at measuring customer satisfaction, both in qualitative and quantitative aspects of after-sales service.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to measure how much their consumers/clients are loyal to their brand or measure the overall satisfaction of their company or product/service.

We conduct quantitative and qualitative market research, customer satisfaction survey and after-sales service.

FEATURES

The company uses Email, SMS, web searches, phone and mobile to do the survey. Everything is done with a complete and highly technological structure to approach customers without negatively impacting them (in a cordial, fast and efficient way). The entire process is simplified and carried out in a very quick and objective way, aimed at maintaining customer satisfaction and loyalty.

BENEFITS

NPS can be used by any company, of any size or activity segment. Moreover, it can be used to measure overall satisfaction with a business or transaction, at each point of contact.

During both the questionnaire and result assessment phases, Net Promoter Score allows easy assimilation by clients, operators and managers.

DIFFERENTIATIONS

BizPRO has developed a Customer Satisfaction Survey Management tool for its clients, which conducts after-sales surveys to measure consumer satisfaction for companies using Net Promoter Score in a simple and innovative way.

CATI(COMPUTER ASSISTED TELEPHONE INTERVIEWING) – CUSTOMER SATISFACTION SURVEY WITH DEEPENING CAUSES OF DISSATISFACTION

Service designed to measure how much your consumers or other companies are satisfied with the services and/or products offered to their customers.

This measurement is made through (quantitative and qualitative) market research, customer satisfaction survey and after-sales service.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that seek to understand and qualify their customers’ satisfaction levels as well as in relation to their brand.

FEATURES

It’s achieved through the telemarketing survey service. With an exclusive software for dialing and tabulating the questions, BizPRO accomplishes a high level of effectiveness and, therefore, has one of the best research costs in the market.

BENEFITS

The survey can be applied as a specific action to measure a service, through outbound service, every six months or annually, according to the Quality Policy adopted by the company, or can be applied regularly after providing services with more objective questions.

It can be applied taking advantage of the moment in which the customer contacts us or in specific campaign generated with specific purposes.

DIFFERENTIATIONS

100% of the surveys are made available for auditing and all reports are customized and changed according to customers’ needs.

COLLECTIONS

Collection services (1st and 2nd Level, SMS, Bank Slip Credit Card and Automatic Debit, Negotiation and Debt Settlement, etc.) with a customized approach according to each type of customer and company, aimed at reaching the credit recovery targets without harming the relationship with the customer.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that need credit recovery services due to the increasing default rate of the market.

FEATURES

With its own methodology, BizPRO studies each case thoroughly, fully committing to find the best solution. Each customer has a different portfolio and different requirements for collection procedures, so we focus on finding the best tactics to respond with the best results.

BENEFITS

Outsourcing operations exempts the company from providing training and qualification of their agents, eliminating costs and labor fees and generating savings with the skilled labor. BizPRO is accountable for this this structure, enabling the organization’sprofessionals to focus on the core company’s business.

DIFFERENTIATIONS

We use several tools to optimize each collection phase:

  • Power and Predictive Dialer
  • Billing System
  • Workforce Management
  • Billing System
  • Voice recorder
  • COPC SMD Monitoring
  • Base hygiene
  • Sending SMS
  • Own collection software

HEALTH SERVICE MANAGEMENT

Claims management and critical cases monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

WHO ARE THE SERVICES INTENDED TO?

Aimed at call centers requiring to outsource their service and support services for their customers. Schedule management and monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

FEATURES

Claims Settlement and Auditing of medical consultations, exams, deliveries and dispatch critical of services with a professional specialized 24×7 service structure.

BENEFITS

Your patients’ satisfaction and loyalty.

DIFFERENTIATIONS

By means of segmentation and specialized software engines, from segmentation, trained and equipped operators (customized by our software manufacturer) can mediate the client relationship and minimize insures loses with abuse and fraud situations.

ROOT CAUSE MONITORING COPC®

A highly effective process, based on COPC best practices, to search for root causes (processes, systems and business rules) for customer satisfaction and satisfaction issues through telephone or online transations (email, chat, SMS, whatsapp) monitoring of end-user business transactions.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to know the root cause of process operational problems and/or operational problems of their systems and critical errors that adversely impact their finances, as well as customer satisfaction.

FEATURES

Diagnosing mistakes made during a service or support, either caused by agents or other back-office areas.

The Root Causes tabulation process follows the Kenwin/COPC methodology and uses appropriate tools to establish the Pareto principles of roots with incidence priority and importance.

BENEFITS

  • Cost reduction;
  • More information of your business;
  • Increased quality;
  • Increased productivity and transaction resolution (real-time and deferred);
  • Improved end-user satisfaction and, consequently;
  • Significant increase in the company’s profitability;
  • Use of BI tools COPC®: SMD®.

DIFFERENTIATIONS

Strengthened by our partnership with Kenwin / COPC® Inc., a leading global consulting firm with operations in over 19 countries, represented in Brazil by Kenwin do Brasil, we offer the market a seamless service: BI MONITORING TRANSACTIONS, focusing on business processes.

CUSTOMER SERVICES

Customer Services to clarify doubts and to provide, informations, for register complaints about products and/or services of the company.

WHO ARE THE SERVICES INTENDED TO?

Intended to companies that need to create a communication channel between the company, its end-users or intermediates (resellers, points of sale, franchisees, sellers) and the internal areas of the company, following the guidelines of Decree 6523.

FEATURES

  • Supporting 100% Service Level in 60 seconds;
  • Providing Service Protocol;
  • Listening carefully and critically to customers and transforming the information collected into the basis for developing strategic actions;
  • Orienting customers, having full knowledge of what is happening in the company;
  • Involving various internal areas of the Company regarding the issues brought by the customers, enabling the improvement of the Company’s products and services.

BENEFITS

Establishing a unique and tailored communication with customers, regardless of the city of origin and the subject that drove the call.

DIFFERENTIATIONS

It facilitates the customer’s access to the manufacturer, resolving complaints quickly and efficiently.

FOR IMMEDIATE CONTACT,
FILL THE FORM!