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CCS Clients
Call Centre Services has been at the forefront of providing and managing specialist ‘customer service’ based solutions to corporate Australia and Government Departments for over twelve (12) years. These solutions incorporate the use of leading technology including: speech recognition, Telstra based multi tariff premium rate services, call recording, IVR, CRM (specifically designed for each client), dynamic ACD system, credit card payment gateway, contract recording, reporting and other client specific services. The technology is backed up by CCS’s dedicated team of specialist CSOs, which are highly trained, to become ‘as one’ with each of the respective clients. Some examples of the specialist solutions provided by CCS are as follows:
DIRECT RESPONSE & CUSTOMER RELATIONSHIP SERVICES
Client: Infobreak – Direct Response Television Advertising
Summary of Services:
- National Inbound DRTV high volume call handling [from Channels 9, 7, 10, Fox, SBS, TVNZ]
- Customer data capture, Lead conversions and sales transaction services
- Up to 65% sales conversion ratio to calls received
- CCS database for all sales types including upselling/cross selling
- Call volumes can exceed 5000 per month, with spikes of up to 500 calls per spot [GMA]
Date of Appointment: July 2004
Client: Sky Fit Australia - [Television Products]
Summary of Services:
- Australia and New Zealand Direct Response Inbound customer sales
- Direct Credit card payment processing – 65% sales conversion
- Daily Ch9 and Ch 7 Television Infomercial Advertising
- Service provided via client web interface, with CCS database back up
- Seven day service
Date of Appointment: 2007
Client: The Childrens Hospital Westmead [Bandaged Bear]
Summary of Services:
- National Inbound 1800 direct catalogue sales and donations service
- CCS credit card transactional database & full CRM database
- Major campaigns for Bandaged Bear catalogues
- Liaison with separate product fulfillment company for direct delivery
- Advertising and media effectiveness response measurement
Date of Appointment: 2000
EVENT MANAGMENT, SEMINARS AND REGISTRATIONS
Client: Australian Rugby Union
Summary of Services:
Booking and registration for children’s Tryrugby programme
Database registration and reporting of all bookings
Sales transaction database
Filemaker support database of all calls
Date of Appointment: 2002 [August]
Client: New Zealand Winegrowers
Summary of Services:
- New Zealand Wine Industry Consumer and Trade Tasting Events
- Events at five star hotel venues in all Australian state capitals
- Database registration, credit card transactions and reporting of all bookings
- Filemaker relational database of all attendees for future event marketing
Date of Appointment: 2003 [August]
Client: Hubb Group/Optionetics
Summary of Services:
Booking and registrations for investment seminar programmes
Database opt-in and reporting of all bookings
Sales and booking transaction database
Filemaker support database of all calls
Date of Appointment: 2004 [May]
SPECIALIST HELP DESK SERVICES
Client: British High Commission – Canberra
Summary of Services:
- Visa and Passport help desk service via 1902 and 1300 telephone lines
- Case evaluation call escalation transfers to BHC Canberra staff officers
- Dedicated CCS staff team trained in UK Visa and British Passport procedures
- Live agents business hours, 24/7 service in conjunction with automated IVR system
- In excess of 180,000 calls per annum
- Relational database of all calls
- 24 hour Fulfillment of application documents
- Appoint setting for Biometric screening
- Full emergency & Disaster recovery facilities
- Premium rate and credit card payment for services
Date of Appointment: 2004 [October]
Client: Connector Motorways [ Lane Cove Tunnel & Falcon St Gateway]
Summary of Services:
- Help desk and registrations for phone payment of tunnel passes
- Case logging for customer services, via client web interface
- New electronic toll payments via credit cards and mobile phones
- 7 day /24 hours service
- Number plate Registration process via digital camera technology plus CRM database of all calls
Date of Appointment: 2006 [May ]
Client: United States Consulate General
Summary of Services:
- US Visa help desk service via 1902 and 1800 telephone lines
- Case evaluation call escalation transfers to USCG staff officers
- CCS staff team trained in US Visa and Passport procedures
- Live agents business hours, 24/7 service in conjunction with automated IVR system
- In excess of 50,000 calls per annum
- Filemaker Pro Relational database of all calls
Date of Appointment: 2006 [September]
Client: Department of Broadband Communications and the Digital Economy
Summary of Services:
- Protecting Australian Families on Line help desk service via 1800 telephone lines
- Distribution of Government approved ‘Integard’ software filter
- CCS expert software support staff team
- Live agents business hours, 24/7 service in conjunction with automated IVR system
- In excess of 300,000 users of Government approved filtering software
- Filemaker Pro Relational database of all calls
Date of Appointment: 2007 [September]
LEAD CAPTURE & LEAD MANAGEMENT
Client: Woolworths Limited
Summary of Services:
- National Inbound 1300 registration for distribution of Drought Relief Grants
- CCS database linked to client report formats
- 2500+ calls per month
- 8am – 8pm service, with after hours answer service support
- Advertising and media effectiveness response measurement
- CRM database of customers referrals to Country Woman’s Association
Date of Appointment: January 2007
Client: Vision Equity Living
Summary of Services:
- Australia and New Zealand Inbound 1800 service for Reverse mortgage products
- CCS Filemaker database of all leads & referrals to consultants
- 5000 calls per month, high volume call spikes during campaigns
Date of Appointment: August 2005
Client: Refund Home Loans
Summary of Services:
Australia Inbound 1800 service for Home mortgage products
CCS relational database and National Contact centre ‘Hub’
5000 calls per month, high volume call spikes
7 day service
Advertising and media effectiveness response measurement
Full CRM database of customers and lead referrals
Date of Appointment: September 2006
TELEMARKETING & MARKET RESEARCH
Client: Australia Post
Summary of Services:
Business to business telemarketing [Express Post ] and event management
Database opt-in and reporting of all records
Relationship database
Filemaker support database of all calls
Date of Appointment: 2003 [October]
Client: Federal Government [Various]
Summary of Services:
Business to business telemarketing and event management
Database opt-in and reporting of all records
Relationship database
Filemaker support database of all calls
Date of Appointment: 2004 [October]
Client: ACCPAC Australia Pacific
Summary of Services:
Business to business telemarketing and event management
Database opt-in and reporting of all records
Relationship database
Increased ongoing customer attendance at training events by over 50%
Date of Appointment: 2003 [October]
Client: Network Associates [ MacAfee]
Summary of Services:
Business to business telemarketing and event management
Database opt-in and reporting of all records
Increased ongoing customer attendance at training events by over 50%
Filemaker support database of all calls
Date of Appointment: 2003 [October]« Up »
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