Planning to outsource your customer and technical support? Be in the know on what makes a contact center world-class and effective. And how you benefit from it.

1. WHAT MAKES UP A
WORLD-CLASS
CONTACT CENTER?
Dedicated Support
They know you and they know your
products and services inside and out.
They are solely trained to be your
front liners taking good care of your
valued customers. Consider them as
your employees – part of your family.
Low Handling Time
The time spent on a call is a key
indicator for efficiency. Yet the
quality of calls remain consistent
because focusing on the process
and adhering to strict guidelines are
something you expect from
business partners.
Real-time Reporting Tools
Being in the loop and updated in
every second is crucial to your
day-to-day operations. An extensive
yet intuitive reporting system let’s
you manage important indicators
such as call volumes, customer
satisfaction ratings and staff
performance.

2. Establishing successful ties. t: +1.888.940.0040 | +632.328.3300
m:+63917.855.6991 | e: info@techcel.com
27th Flr, Raffles Gold Corporate Bldg.
F. Ortigas Jr. Rd., Ortigas Center
Pasig City 1605, Metro Manila PHILIPPINES
What does
reliable customer service
mean for your business?
Minimize chargebacks
Chargebacks could severely hurt you as a
merchant. With our experience in handling
online transactions and customer relations
we could easily complement your fraud
management system.
60%OF RESPONDENTS
TRACK ORDERS MANUALLY
Higher customer retention
A key to engaging your customer starts with
our fully engaged agent. They are more
likely to be loyal to the client they work for;
dedicated to its customers and aspires to
continously improve.
LOYALTY
2% 10%CUSTOMER
RETENTION
COSTS
Source: CyberSource, Emmet Murphy & Mark Murphy & Harris Interactive
Effective handling of complaints
Weputaprimeoncustomersatisfactionand
havealwaysbelievedthataquality-drivencenter
handlescomplaintseffectively. Weconsiderthe
customerasultimatelytheonewhoevaluates
thequalityoftheserviceweprovide.
73%
OF CUSTOMERS
LOVE A BRAND
BECAUSE OF FRIENDLY
CUSTOMER SERVICE
Longer bill through rate
We take pride on what we do. We’re
confident that our billing process speaks
volume of how we value the brand that we
represent and their customers. Hence,
promoting a stable relationship.
THE PROFITABILITY
OF A CUSTOMER
TENDS TO INCREASE
OVER THE LIFE OF A
RETAINED CUSTOMER