Contact Center
How long have you been in the Contact Center Services industry?
MediaSME Global Services began operations in 2009 with non-voice accounts including Virtual Assistance Services, Web Development Services, Graphic/Print Design, and Multimedia Services.
In 2011, we started servicing voice accounts that include Customer Service/Phone Support and Appointment Setting.
What Contact Center Services do you offer?
Customer Service/Phone Support, Order Processing, Collections, Appointment Setting, Telemarketing, Lead Generation, Virtual Assistance, Email and Chat support, etc.
Are you running in-house or remote operations?
Both, depending on the client’s needs, preference, budget, and size of business.
Our in-house call center is located in the Philippines and we have skilled telecommuting professionals all over the world.
What businesses do you support?
Local and/or internet retailers, freight and logistics, telecommunication companies, concierge, etc.
What is your current seat capacity?
At this time, we can support up to 30 seats per new account. We have the ability to expand rapidly to meet the growth needs of the client.
Do you have multilingual capabilities?
Yes, our multilingual services are supported via our remote contact center operations.
Do you support multiple customer support channels?
Yes, our contact center services are 100% web-enabled. We support inbound and outbound voice calls, email and live chat response, ticketing, social media monitoring, and online reputation management.
What types of training programs are in place for your agents?
Our training programs are intended to maximize every agent’s potential as skilled, top-notch, and versatile customer service professionals. Among these programs are:
(a) Culture Training
(b) Communication and Soft Skills Training
(c) Product Training
(d) Sales Training
(e) Personal Development
(f) Interpersonal Skills Training
(g) Leadership Training
Team Supervisors, and the management team are also required to undergo these training programs.
How do you maintain data security and integrity?
Data security and integrity is one of our highest priorities. We maintain industry-standard best practices and policies to ensure the security and integrity of client data, network communication and contact center infrastructure.
(a) Firewalls and Anti-Virus installed for network security
(b) Regular server maintenance and backup for both in-house and cloud facilities
(c) Frequent and random audit of business email accounts
(d) Call Quality checks and monitoring
(e) All our staff and employees are properly screened to ensure the highest standards of skill, work ethic, and integrity.
(f) Individual IDs and Passwords for different user access levels
(g) All our staff and employees are bound by a Privacy and Confidentiality Agreement
How much do you charge?
Our service fee is cost effective and is customized based on the size and needs of the client’s business. You may contact us for a free consultation.
Do you provide 24/7 Customer Service/Phone Support?
Yes, we do.
