WHERE
WELCOME TO OUR EXCEPTIONAL BPO SERVICES
As specialists in call centre services, we offer a comprehensive range of services that redefine the standards of customer service, acquisition, retention, and debt collection. With our cutting-edge technology and expert team, we ensure a seamless and efficient outsourcing experience tailored to your unique business requirements.
Our data-driven insights and people-centric approach drive exceptional results, allowing your organisation to focus on core competencies and achieve sustainable growth. Experience the transformative power of our BPO services and elevate your business to new heights.
UNLOCK THE TRUE POTENTIAL OF YOUR BUSINESS
INBOUND CUSTOMER SERVICE
Our exceptional inbound customer service solutions ensure customer satisfaction through expert handling of inquiries and swift issue resolution. With proficient live chat and email support, our skilled team offers real-time assistance, ensuring seamless communication. We prioritise creating happy and loyal customers, achieved through fast response times, skilled agents, and consistent training.
- Live Chat
- Webchat
OUTBOUND SALES
We excel in outbound sales services, utilising effective strategies and persuasive techniques to generate leads, nurture prospects, and drive sales conversions. We take care of the whole customer acquisition process from the lead generation to generating end-to-end sales.
- Live Transfer
- Appointment Setting
- End-To-End Sales
DEBT COLLECTION & MANAGEMENT
Our specialised debt collection and management services help businesses recover outstanding debts while maintaining ethical practices and preserving customer relationships.
- Balance Verification
- Debt Repayment Plans
- Dispute Management
- Customer Tracking
- Credit and Dept Management
- Multi-Channel Approach
- Strategic Dialling
LEAD GENERATION & HOT KEY’S
We leverage proven lead generation techniques to identify and qualify potential customers, delivering high-quality leads and facilitating hot key transfers for seamless sales processes.
BACK-OFFICE SOLUTIONS
Our comprehensive back-office solutions encompass a range of administrative tasks, including data entry, document processing, database management, and more, optimising operational efficiency.
Workforce Planning, RTM, Quality
& Compliance Assessments:
We offer workforce planning services, real-time monitoring (RTM), quality assessments, and compliance evaluations to ensure efficient resource utilisation and adherence to industry standards.
WORKFORCE PLANNING, RTM, QUALITY
& COMPLIANCE ASSESSMENTS
- X1 dedicated QA and Compliance agent assigned to every 10 FTE for focused quality management.
- Achieve sub 3% variance vs onshore within an 8-week speed to competency period.
- 360-degree assessment measures overall quality, compliance, and RAG soft skills.
- Introduction of NPS/ASAT/CSAT to evaluate customer interaction quality.
- Weekly calibrations and workshops for alignment and addressing challenges.
- Recorded calls stored for a minimum of 24 months, ensuring compliance.
- Quality scorecard tailored to our partner’s culture and requirements.
unleash your greatness with us
EXPERT WEBSITE DESIGN, SEO
& SOCIAL MEDIA MANAGEMENT
Our expertise extends to website design, improving SEO rankings, and effective management of social media platforms and online reviews, enhancing brand visibility and reputation.
RETENTION
We are experts in driving effective retention campaigns and developing comprehensive strategies to keep your customers engaged and satisfied. With our dedicated retention team, we ensure a seamless and positive customer journey at every touchpoint. From engaging welcome calls to strategically designed win back campaigns, we implement a range of retention activities tailored to your business needs.
OUR OPERATIONAL FOCUS
- Quality and Compliance: Our experienced team of quality and compliance analysts continuously assess and improve call quality. Real-time stats, call recordings, and live call monitoring are accessible to clients, ensuring transparency and accountability. We prioritise support for team members based on risk-based scoring and feedback mechanisms, enhancing overall performance and effectiveness.
- Call Recording and Customer Satisfaction: We record 100% of calls, storing them for a minimum of 24 months or as required. Customer satisfaction survey scores are utilised to measure customer experience and enable effective benchmarking, allowing us to consistently improve and enhance service quality.
OUR OPERATIONAL FOCUS
- KPIs and Reporting: We collaborate with you to map out specific Key Performance Indicators (KPIs) that align with your business objectives. Our efficient and flexible planning team provides tailored daily sales and service dashboards, reporting frequency, and formats that suit your needs. Our management information reporting offers valuable insights, driving product improvements, enhancing customer experience, and facilitating innovative problem-solving.
- Planning Process: Leveraging our extensive experience in managing outsourcing transitions, we guide you through a personalised transitional plan. Whether working collaboratively or taking ownership, we identify demand drivers, plan capacity and budgets, generate contact forecasts, optimise schedules, and provide analysis and recommendations to continuously improve performance.
WE ARE AMALFI
Partner with us to leverage our operational expertise and drive excellence in quality, compliance, reporting, and planning. Let us enhance your business with versatile solutions and a customer-centric approach.
Talk to us, so we can talk to your customers
AMALFI IS YOUR TRUSTED
END-TO-END OUTSOURCING PARTNER
Leveraging our high-tech, we focus on digital transformation strategies that
allow us to drive compliance and quality, customer experience, cost management
and revenue, spurred on by agent skill set and digital and analytics capabilities.