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What kind of service is a Contact Center able to offer to you?

First of all the typical service range will come to your mind:

–  Call answering and call handling

–  Coordination of technical services and schedule making

–  24 h emergency call management

–  Appointment setting for sales teams

–  etc.

Teléfono Permanente not only can respond to the growing demand of such very common outsourcing services, but also  can get in charge of specialised tasks on customer request.

For instance: a well known company having its activitiy in the leisure and culture related business sector which runs over 100 public establishments all over Spain has entrusted Teléfono Permanente the administrative handling of claims. The complaints filed by users on officials claim sheets, through consumer organisations like OCU or Internet, are being channelled to Teléfono Permanente. Following the instructions given by our customer we respond to each complaint individually and process the claim as required. This means the user will receive official response in due time by registered mail or by e-mail if he made his complaint by Internet.

The job delivered by Teléfono Permanente means considerable saving of cost, time and personnel to the customer that hires our service: they only have to give their o.k. to the content of the response and we get in charge of everything else: we write the letter out and print it, send it by registered mail, follow up eventual returns etc.

A Contact Center is much more than call handling. The above described case  is an example ot fully customised service which is performed in accordance to the particular needs of a single enterprise. We always seek the best solution to any other specific task that our customers may require at any moment. Teléfono Permanente has got adequate means both as for human and technical resources, but above all our working organisation is flexible.

If you want to know more about us, please download here our information folder. Should you not find the right answer to your question, please do not hesitate to contact us. Sure we can help you

Having our own in-house IT department guarantees quick and flexible startup of any new service.

When a company decides to outsource tasks by hiring Contact Center service, the first question to be dealt with is how to make compatible both working systems. The actual purpose of such collaboration is always that the Contact Center is supposed to be the extension of the proper company, in a way that the caller should not notice that he is being attended by a third party.

After accumulating over 40 years of experience in this business sector  Teléfono Permanente is prepared to deliver standard services almost immediately. But we manage very complex projects, too, for which specifically designed applications are required. In some cases it is convenient to adapt our system to the one of our customer, so that the customer may at any moment have access to information and data that are being produced during the service performance (such as agenda entries, appointments, orders).

Among new software applications recently developed by Teléfono Permanente we find management of ticket sale and suscriptions for Liceu de Barcelona, coordination of technical service for Schneider Electric, guidance and follow-up of clients entrusted to us by Infoelder.

The IT department of Teléfono Permanente will analyse in depth each case and propose the solution that fits best to customers’ requirements. Once the service has been implemented it will be submitted to strict follow-up by the IT department, and eventual modifications or improvements shall be introduced if they prove to be of use.

For further details please download here our information folder.

Seeing it from different angles – customer attention is always a trending issue.

As we can read in ‘CallCenterNoticias’, most companies (84%) believe that good customer service directly affects their financial performance, according to the findings of the study “2020: Return on Service”, written by BDO and The Economist Intelligence Unit. The report also highlights that two thirds of the companies say that failing customer service has led to a fall in revenue.

The study was carried out by a committee of independent customer attention experts.   The survey was conducted among 832 companies from miscellaneous business sectors in Europe, Asia and North America. For the first time the report revealed that customer service directly impacts on the financial performance of a company anywhere in the world. (Read full article)

Teléfono Permanente makes an essential contribution to the effort of companies and professionals that seek excellence in customer service. Our Contact Center  experience over many years and available equipment and means (human resources and technology) are the best possible guarantee – and our clients the best reference.