Support Service technologies in Brief
Our Customer service is available to every business, regardless of size. We have support hundreds of small and medium sized companies across Egypt. Our cost effective for Customer Services does not in any way compromise on quality/efficiency our customers know they receive fantastic service, quality, delivery and value and that's why they come back time and time again.
We, as a trusted partner, will utilize our people, process, and the best practices in the industry in order to provide a wide array of Call Center Services that will help our customers achieve their business objectives and maximize the return on investments in a simple business models that are aligned with business objectives.
We are committed to align information technology with your strategic business objectives, while accelerating time to market access through a cost efficient service model improving the decision making process for market leading moves and adding a competitive edge in the markets that you serve facilitating the achievement of your strategic goals. We will utilize our domain experts and people’s capabilities to provide scalable and adaptable service models while continuously improving and fine tuning the processes and technology in place leveraging an unmatched alignment of service level metrics with your business objectives while switching the focus on the outputs rather than the underlying service details through a highly flexible and adaptable service monitoring solutions. Our unique service model will provide you with unprecedented risk mitigation through a high quality service models that will scale and shrink with your business needs in a cost efficient manner while maintaining higher productivity and flexibility leading to a higher growth in profit.
Call center Service Solution:
Response to Sales Advertisement
Handling of reservations
Cross selling & upselling
Event traffic generation
Training Needs Assessment
Customized on and off site programs
Training measurement & Evaluation
Support Service is committed to providing the highest quality services in the market. We implement rigorous quality management procedures and processes including:
Monitoring calls randomly on daily basis by supervisors and managers to gauge performance and ensure call handling quality:
Conducting daily process quality audits to ensure that quality of service is in line with client requirement.
Conducting, based on client specifications, a monthly product Quiz to maintain and improve service quality
Identifying, recommending, and when necessary delivering training and refresher courses to the agents to maintain process and agent efficiency
All the employees of Support Service are committed to protecting the confidentiality of our client’s data. As a result, Support Service has developed specific policies and procedures for security and virus protection.
Keeping your data safe and secure
Contact center employs industry-standard Open PGP (based on the open source implementation of pretty good privacy) technology to safeguard data at rest. In contrast to symmetric encryption technologies that rely on a single password or shared secret for encryption and decryption, Open PGP uses a public/private key pair and a password.
Recruitment Services :
The recruitment arm of Support Service technologies provides local and overseas Recruitment Services. For an organization, recruiting is just the beginning of what we provide. Our Human Resources consultants take the time to understand your requirements, search our extensive database, and screen and select the right caliber for your vacancy
Recognizing client hiring needs.
Searching various sources and channels.
Competency based interviews and evaluation.
Delivery of request to the client & assuring high quality.
Support Service Methods:
Phone interview / Screening
Preliminary interview [Face to Face]
Analysis interview with our professional interviewers.
Demand management – to help forecast work orders to plan the number and expertise of staff that will be needed
Workforce scheduler – using predefined rules to automatically optimise the schedule and use of resources (people, parts, vehicles)
Workforce dispatcher – automatically assigning work orders within predefined zones to particular technicians
Mobile solutions – allowing dispatchers and technicians to communicate in real time
Payroll & Personal Services :
Payroll is one of the many responsibilities for an employer and is a crucial part of the business. Your business cannot do without payroll and it is not simple. Streamlined and error-free payroll processes can do more for you. It can help you unlock business insights, improve compliance and steer your business towards comprehensive human capital management.
Payroll is not just about paying people, but well managed payroll processes reduce costs and mitigates Compliance risk, an increasing number of business owners and executive managers are also shifting Towards payroll outsourcing to ensure confidentiality of payroll data, which cannot be as well contained If handled in-house.
We provide expert advice and solutions to our clients by combining our expertise with, and around, cutting edge infrastructure, applications and processes which allow us to provide reliable business solutions that are robust and effective.
Support Service employs a dedicated team of payroll professionals who can undertake your end-to-end payroll
Processing cycle covering all the following tasks:
Monthly payroll calculation
Netting or grossing salaries
Processing incentives and/or deductions
Bank transfer for execution
ATM Bank Accounts Handling.
Tax & social/national insurance calculations and payments
Employees social insurance
The Infrastructure model was built with redundancy and scalability in mind which leaded to a complete solution that is able to handle calls 24/7 and availability of 99.99%
The call center has the following infrastructure operational
Three telephony systems based over two different vendors (Aheeva and Mitel) for calls handling and backup with both IP phones and digital phones connation solutions.
Local area network based on Cisco catalyst 3560 switches.
100% backup for server’s infrastructure.
100% backup for the reporting system.
Multiple connections based on multiple internet service providers
Planning, Designing & Maintaining
Physical & Logical network designs
Security, Monitoring & Reporting
OS, Domain & Mail
Antivirus & Firewall
Access & PCs management
Voice & Call Center Solutions:
PBX, IP PBX, SIP & VOIP
Full Call Center Outsourcing
Database & Applications:
Size & Capacity planning
Backup methodology and procedures
Performance checks & DB Integrity
Maintenance plans & Disaster recovery
Incident management process
Service level & Escalation matrix
IT performance reports