Today’s top businesses know that the goal is not just to close a sale but to develop loyal customers who keep coming back for more and spread the word about their business to other potential customers. According to a recent Demand Gen Report, marketers’ top three priorities are identifying their most valuable customers, capturing and integrating customer data, and personalizing customer communications. Their biggest obstacle, however, is dealing with multiple, disparate systems.

realize that the customer journey is not linear but cyclical in nature. EJ’S Global solution helps organizations identify and leverage all customer touch points to maximize revenue and grow their business

When you outsource your customer service, EJS global solution can help you simplify efforts by giving you a single point of contact and talking on the brunt of your day-to-day-task-those that you’d rather not be doing because they do not add real value to your business.

We believe that an omnichannel approach to customer experience provides great dividends in terms of availability, ubiquity, and prompt response times. Our team is fully equipped and trained to handle all media channels including voice, email, chat and social media

Our Services

Customer Accusation

The first stage in CLM is the identification and acquisition of potential leads. We help you make the best first impression – a lasting one at that.

  • New Product Sales
  • Lead Generation
  • Lead Pre-qualification
  • Up selling
  • Cross-selling

Account/Order Management

Account management requires extensive skilled resources. Allsec, with its Account Management Solutions, benefits businesses in optimizing efficiencies and ensuring benchmarked service delivery.

  • Application Processing
  • Order Processing
  • Document Review
  • Warranty Management
  • Updates and Modifications
  • Reporting
  • Order Fulfilment and Feedback

Customer Care

Customer care extends beyond simple query resolution. It is the point of contact between you and your customers. Our multi-channel approach ensures your customers are always cared for.

  • General Query Handling
  • Order Verification
  • Payment Collections and Reminders
  • Return Merchandise Authorization
  • Renewal, Deactivation and Cancellation
  • Underwriting
  • Issue resolution
  • Loyalty Program Management
  • Satisfaction Surveys Management

Tech Support

Post-sales support is instrumental to maintaining customer loyalty. It shows that a brand cares about them and can be trusted. We focus on the first-call resolution and near-zero call abandonment rates.

  • Product Support
  • Helpdesk Services
  • Tier 1 Front Line Support
  • Tier 2 Enterprise Level Developer Support
  • Tier 3 Troubleshoot/Development
  • Application Development

Survey Management

Looking back on completed sales and collecting feedback on support calls is essential for quality improvements. Our surveys collect the right information from the right sources and are supported across voice, chat, email and SMS.

  • C-SAT Surveys
  • E-SAT Surveys
  • Quality Surveys
  • Survey Designing
  • Descriptive Analytics

Data Management

Our focus lies in maintenance and management of increasingly large and complex data assets – assisting in database infrastructure management that ensures data availability, efficient response to end user requests, and the ability to adapt and maintain a constantly growing infrastructure.

  • Data Gathering/Building
  • Data Appending
  • Data Verification/Validation
  • Data Indexing and Processing
  • Business Information Directory

EJS Global’s Transaction and Call Quality Monitoring System helps you monitor, gauge and understand call centre performance and drive in improvements to achieve desired results. With transparent and flexible solutions, we effectively identify your problems and customize solutions accordingly.

Your marketplace is flooded with products, and the best way to set yourself apart is through customer service outsourcing that is truly customer-oriented. EJS Global’s Customer Lifecycle Management solutions handle all your outsourced needs. We see a customer through the entire journey from identifying leads to support functions. Our rigorous training and quality management systems are constantly evolving to stay updated. While overall objectives vary between industries, we understand that retention and loyalty are the key to every successful venture.

Some of the metrics we target are:

  • First Response Time
  • First Call Resolution
  • Call Handling Time
  • Right Issue Resolution
  • Customer Experience Rating
  • Omni-channel presence
  • Active and Positive Engagement