Good Chances to the Best
Sii il cambiamento che vuoi vedere nel mondo Gandhi
Focused on people
Excellence is one of Call World main values. Staff excellence, projects excellence and results excellence. Excellence in relationships. For these reasons we decided to show our work through Dirk Vogelâ€™s portraits. Faces, looks and emotional intelligence arising from this brochure images, daily highlight that all our activities are focused on real people. You, us. This is the world we want to communicate. This is Call World.
The customer, our first thought
ABOUT US Call World, which was set up in 2001 as Sida Group call center division, is a company specialized in direct marketing and customer care services to support companies in commercial and marketing activities. The correct management of our clientele, while aiming at meet their needs and build loyalty, represents a competitive factor of success especially in highly competitive markets. Call World offers a wide range of services able to support private and public companies in all the activities linked to the relationship with customers/citizens.
La semplicitĂ Ă¨ la forma della vera grandezza. Francesco De Sanctis
contact centre, the most natural way to get closer to the customer A wide range of available technologies increase contact opportunities
we give attention to your customers
we give “voce” to your business
“Give VOCE to companies and institutions that want to stand out through qualified Direct Marketing activities”.
Velocità - Speed Organizzazione - Organization Clienti - Customers Entusiasmo – Enthusiasm The “voce”, which translates as “voice”, is the most natural form of human relationship. This word embodies Call World values. Speed and efficiency in relating and delivery thanks to a flexible and well-structured Organization. Excellent and customized services able to fully meet customers’ needs generating their Enthusiasm. All this is possible thanks to a team of serious and reliable professionals. Call World enthusiasm becomes concrete in the relationship with the customer, always self-motivated and pursuing innovation and never passive and stuck in present. Constantly involving our customer companies in the evolutions, is our best behaviour to show we believe in our work and we live it with passion.
Call World clear objectives: Becoming the company voice Listening to customers’needs Managing relationships aiming at quality and contacts effectiveness Collecting data from the market to turn them into useful information to a focused marketing policy Playing the role of company screening Call World addresses to all the companies aiming at improving the relationship with customers focusing their business on them.
the operator, our first resource
we create value for your company
Call World pay particular attention to personnel training in order to create professionals in communication, sales techniques and customer care. In order to train real professionals in telephone communication Call World pay attention to every single operator by improving their own potential. Qualified telephone operators, our unquestioned value added, acquire their skills with time. Economic incentives, particular attention to the working environment and psychological support have enabled Call World to boast one of the lowest personnel turnover rates in the sector. Call World offers to the most valued resources a concrete possibility of professional growth within the company.
Using Call World services in order to: Improve your corporate image Manage efficiently and effectively the relationship with your own customers Using valid marketing instruments Create and monitor immediately concrete economic benefits Focus corporate activity on your own Core Business, by commissioning external professionals the management of other important aspects Be constantly updated on the evolution of the market and customers’ needs Turn the activity of the commercial function more profitable and focused Widen, through focused actions, your clientele Build your clientele loyalty, by making the customers already acquired aware of the importance or their presence Know the evolutions offered by technologies in order to simplify the relationship with customers Be supported, in the various aspects of communication, by a young company which stands out for its self-motivation and always supports its customers
La parola di un uomo Ă¨ il piĂš duraturo dei materiali Arthur Schopenauer
CERTIFICATION ISO 9001:2000 Customer Service, Order Entry, Back Office, Outbound, Consulting & Training services, Market surveys and research, Database management and dispatch of information material are our services ISO 9001:2000 certified. Thanks to these we are able to guarantee excellent performances.
La parola comunica il pensiero, il tono le emozioni. Ezra Pound
answers to all questions
Qualified telephone consultants guarantee quality and the best effectiveness in the contact with customers.
we listen to your customers requests
we propose your company and your products/services
we train your staff
CONSULTING & TRAINING
Services connected to the management of calls made by customers:
Call World is specialised in supporting companies in B2B and, therefore, in services which require telephone and Internet for the contact with current and potential customers:
Call World offers its professionalism to train human resources and for consultancy in the evolutionary management of call centre services
TELEMARKETING services CONTACT MANAGEMENT Mainly focused on making appointments for the selling network and the widening of the clientele EVENTS MANAGEMENT On the occasion of congresses, info meetings, corporate and professional associations events E-MAIL MARKETING
CONTACT CENTER CHECK UP SOFTWARE SELECTION RECRUITMENT AND PERSONNEL TRAINING SUPPORT IN THE START UP CONTACT CENTER STAGE CONTACT CENTER ORGANISATION QUALIFYING COURSES FOR OPERATORS, TEAM LEADERS AND CONTACT CENTER MANAGERS CRM CONSULTING DEFINITION AND MONITORING OF QUANTITATIVE SERVICE LEVELS (SLA) DEFINITION AND MONITORING OF QUALITATIVE SERVICE LEVELS (KPI)
CUSTOMER SERVICE Information services, customer care round the clock, effective management of complaints, pre and post sales management, warrantee management and shipment of information material HELP DESK Technical support concerning products or services, problem solutions or help requests screening ORDERS MANAGEMENT OVERFLOW MANAGEMENT/ OFF HOUR Management of the overflow the company switchboard cannot handle WEB CONTACT CENTER Possibility to interact with our telephone consultants through the corporate website SWITCHBOARD MANAGEMENT FROM REMOTE
knowing better your customers and the market
make people choose you
we transform data in information
SURVEYS AND RESEARCH
TOURISM SECTOR BOOKING AND INCOMING
Call World does ad hoc or multiclient research and market surveys in order to verify the results of corporate communication, products or services and to know your customers’ satisfaction.
MARKET RESEARCH TO: Analyse markets Understanding consumers’ lifestyles Analyse and segment market potential Studying the positioning of new products/services Identifying brands notoriety Estimating communication campaigns effectiveness Analysing and comparing competitiveness CUSTOMER SATISFACTION SURVEYS In order to verify customers and internal personnel satisfaction SECTOR STUDIES
Call World is specialized in services for tourism, supporting booking activities of the main tour operators. Calls management is made through highly qualified operators and the sharing of corporate management programmes. Moreover, Call World offers to all tour operators (both single companies and consortia) the possibility to directly take care of the booking and of the incoming, in order to improve the service offered and increase the presence. All the receptive activities are managed through a Web portal and the activation of a dedicated line, offering specific solutions for different needs with the possibility to customise the clientele offer. Moreover, thanks to the management programme, CRM, all the information are real-time available with our comments.
Call World offers services specialized in planning, organizing and managing corporate databases: DATA ENTRY Data insertion, conversion form paper version to electronic/IT file DATABASE QUALIFICATION/NORMALIZATION CUSTOMER DATABASE ORGANIZATION DOCUMENT MANAGEMENT
La storia dellâ€™evoluzione insegna che lâ€™universo non ha mai smesso di essere creativo o inventivo. Karl Popper
Le idee migliori sono proprietĂ di tutti. Seneca
our value added
Very good level performances constantly monitored and certified: the best guarantee of our services quality.
the same point of reference
marketing one to one
Call World activity is marked by SLA (Service Level Agreement), parameters that measure the level of the service provided. They enable and guarantee very good level of performance. Certified and guaranteed SLA are:
Call World adopts the ONE VOICE SOLUTION: each customer always has the same operator as point of reference. The relationship this way built enables a deep knowledge of their needs and expectations. Knowing the customer, making them aware of the company closeness and of the personal relationship with the operator, are the winning cards in nowadays global corporate scenario, where product price and quality are sufficient no more to build customers’ loyalty. Customers become the real corporate legacy to invest on. Call World philosophy is focusing each interest and activity on customers.
THE RELATIONSHIP WITH CUSTOMER, THE REAL CAPITAL
Less than 3% of incoming calls lost 97% of incoming calls handled, answered in: - 30 seconds (85%) - 45 seconds (10%) - beyond 45 seconds (5%)
CRM platform adopted by Call World enable to collect comprehensive and thorough information on each customer’s needs, transforming each relationship in a competitive advantage. Thanks to the integration of the CRM platform with the contact centre, it is possible anytime to: Have a clear vision “company-client” Have a profile of one’s own customers through specific database Launch “customer oriented” campaigns Analyse customers’ behaviours through the statistical analysis on territory basis of collected data Monitoring customers' satisfaction level Offer a support to the sales department Build our own clientele loyalty Provide idea to the corporate marketing
Call World uses technologies such as: GATEWAY PATTON VOIP CTI BUSINESS COMMUNICATION SERVER by Alceo INFINITE CRM by PAT BDA MAP POINT FAX SERVER SMS SERVER STORAGE AND BACKUP SYSTEM EXABYTE UPS SICON 30 KV LINK CTI equipped with the following technical requirements: − 1000 differentiated accesses VOIP − 360 channels (12 PRI) − 180 IVR lines − 10 monitor supervisors and Unistat − Text to speech Real Speak 3,5 − Store Recording System (for phone conversations) − 100 remote settings
Call World consultants carry out daily, weekly or monthly marketing analyses on the results from contacts in order to orientate and support the company in its strategic decisions. Reprocessing is done through the aggregation of data supplied by customers with the help of SPSS software, enabling a thorough analysis of the results that have emerged. Moreover, geomarketing analyses offer customers detailed reports on the potential market in pre-defined geographic areas.
Call World is part of Sida Group – Via Albertini 36 Gross Blocco I1 – 60131 Ancona – Tel. 0712850 Fax. 0712869888 – www.callworld.it - firstname.lastname@example.org