Prsentation PowerPoint

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CONTACT EVGENIA LEKANOVA
e.lekanova_at_comearth-france.com33(6)79.23.80.582
-12, Chemin des Femmes 91300 Massy - France
Tél. [phone]Fax. [phone]
COMEARTH Your Business Partner
BUSINESS DEVELOPMENT CONSULTING CRM AND
TELESERVICES
www.comearth-france.com
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About us

• Comearth is your business development
  partner focused on creating
• new business opportunities for you and your
  clients through
• catering to all your outsourcing
  needs from counselling and
• appointment setting, application
  processing and customer service
• hiring and training the right
  customer service professionals
• actively assisting you in improving
  your companys product and
• service

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About us

• Our call-center handles multi-channel
  inbound and outbound
• customer interaction
  programs that span
• 
  technical product support
• 
  customer care
• 
  sales and marketing
• 
  employee care

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About us

• Our Russian branch is being found as a
  response to the rising demand of
• business development partners in
  Russia.
• We are now opening our first
  call-center in Penza, Russia

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Our service CALL-CENTER
Support of advertising campaigns /
Detecting advertising efficiency
Hotlines Customer Service
(information, consulting) Help Desks
Technical Support/ Hotlines with
Experts Receipt and support of orders
for products and services
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Our service TELEMARKETING

• Cold calling
• Phone Inquiries
• Customer Search
• Data Bases
• Testing of phone services
• Virtual Office Service

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Support of advertising campaigns / Detecting
advertising efficiency

• During the period of an advertising
  action our call-center plugs in new
• phone numbers with the special
  purpose of handling calls generated
• by the action or use the existing
  number of the Customer.
• Several phone numbers, processed
  through a single algorythm, but
• accounted separately when creating
  statistic data, can be dedicated
• for receiving the calls.
• In an advertising action supported by
  our call-center, Moscow phone
• numbers can be advertised as well as
  8-800 numbers, that make the
• call free for the caller, or local
  area numbers for large cities of Russia.

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Hotlines

• Comearth offers a variety of
  around-the-clock hotlines that enables
• consumers to report complaints about
  your products or services
• When calls come in, our trained
  professionals
• route emergency or integrity-related
  calls
• directly to key decision makers or
  proper
• channels, according to a protocol
• established with each client.

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Customer Service (information, consulting)

• The Customer Service is designed to
  provide first level, or front line,
• support for your technology-related
  inquiries. The advantages of
• talking to a consultant at the
  Comearth Call Center are
• the potential of getting your question
  answered immediately
• the convenience of having your calls
  entered into our Call Logging
• system. With Call Logging you can
  contact our Call Center at any
• time to check on the status of any
  outstanding call.

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Interactive Voice Response

• This scheme is an ideal one for
  delivering some standard information
• (such as the rules of some contest and
  the places of prize distribution),
• or his personal information from a
  database (for example, a status of
• an order and a delivery date of some
  product).
• The interactive voice response system
  can solve a majority of callers'
• problems, making a switch to a human
  operator only in some irregular
• cases.
• But it should be taken into
  consideration, that a large percentage of
• callers dislike a fully automated
  scheme of work. They prefer to
• communicate with a human operator
  instead.

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Help Desk

• Help Desk provides a central point of
  access for customers to call for
• assistance and follow-up on the
  service/product.
• When customer has experienced a
  problem related to a provided
• service/product, they are to call the
  Help Desk to report the problem
• for resolution. The Help Desk
  Coordinator will make an attempt to
• assist the user to bring the call to
  a close. If the problem cannot be
• resolved over the phone, then it is
  dispatched to a technician.

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Technical Support / Hotlines with Experts

• In some cases a competent educated
  expert would be able to consult
• the caller better than an ordinary
  call center operator, regardless of
• the amount of information stored in
  the latter's workstation.
• Besides answering phone calls, these
  experts could also answer the
• questions that come via other
  channels - e-mail, web-forums, ICQ
• and execute other tasks during the
  low-traffic hours.
• We offer the comprehensive services of
  organizing such hot lines in
• ready-to-operate status.

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Receipt and support of orders for products and
services

• Order Taking is a major focus of our
  business, our Customer Service
• Representivies provide the best in
  Order Processing services and are
• available 24 hours a day to take
  calls from your customers.
• Our Customer Service Representatives
  will take orders and answer
• product questions as if they worked
  directly for your company. Orders
• can be faxed, emailed, or downloaded
  directly to you or your fulfilment
• center. Our services make your
  products available to your customers
• 24 hours a day, 7 days a week

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Cold Calling

• For many businesses cold calling
  serves as a legitimate way
• to reach potential customers.
• Our company drives new business
  revenue by preforming cold
• calling and generating sales force
  leads. Each prospect is carefully
• qualified to your standards, then
  each warm prospects data is
• transferred electronically on a
  daily basis to your sales or
• management personnel.

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Phone Inquiries

• Use of phone inquiry method in
  sociological and marketing inquiries
• allows to get statistic data from
  relatively wide range of company
• representatives.
• Using the call-center infrastructure
  allows to swiftly execute the
• phone inquiries and get results of
  the forms filled by operators as a
• ready-to-use database right after the
  work is completed.

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Customer search

• The usual scheme of this kind of
  work is "call - sending - call"
• The first call to a company is the
  database actualisation
• The second stage is sending a
  personalized offer of your
• products or services using
  additional information from the
• database, obtained during the
  first call
• The third stage is the call to the
  our addressee. We call
• him personally (or, if accorded-
  his personal assistant),
• and record the addressee's
  reaction to the offer.

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Data bases

• We form and actualize databases. The
  original information we get
• is a simple list of addresses and
  phone numbers, poorly structured
• and containing no additional
  information.
• We get databases of organisations and
  people in charge of
• directions that are interesting to
  our Customers by making outbound
• calls using the lists of
  organisations in the required regions.
  We keep the privacy of data we get. But if
  required we can take
• extra measures for protecting the
  information.

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Testing of phone services

• Testing the quality of
  work of your company employees that
• answer the phone calls, will make
  you able to get an independent
• view of what information your
  customers get. We test
• formal knowledge of your employees
  (content of the answer,
• information about your new
  offers)
• informal characteristics of the
  conversation (general tone of the
• conversation, greeting, ability
  to eliminate conflicts)
• technical characteristics of your
  phone service (how quickly the call is
• answered, percentage of call lost
  at the transfer)

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Virtual Office Service

• This service allows you
• to process much more calls than one
  person can handle
• that means no "busy" signal
• to account every call
• to get a perfect reporting via e-mail,
  fax or website
• to redirect the most important calls
  onto stationary or
• mobile phone and to any region as
  well
• to get your calls handled 24 hours a
  day.