5CA offers numerous contact center services. Using our state-of-the-art Wicom Communication suite, our agents are able to provide blended media support (voice, email, chat, sms) all in one GUI (Graphical User Interface). This leads to optimal efficiency and in turn allows us to offer our clients an attractive and competitive pricing offer. Our service portfolio includes: Voice Support
5CA currently handles tens of thousands of Technical Support and Customer Care calls per month from our 24/7 contact center in Buenos Aires. We offer contact center services in over 10 languages. Some of our high volume languages include: - English
- Spanish
- French
- German
- Italian
- Portuguese
- Dutch
We also support a number of smaller volume European languages volume and project permitting. Inbound E-mail Support
From its beginning, 5C Alliance has processed millions of e-mails from all over the world. Our average e-mail response time is well below industry standards in the outsourcing market without losing focus on quality of service. We have developed a special e-mail application, which can cut e-mail response times in half using semi-automated processes. Our agents are capable of responding in multiple European languages and all are skilled communicators, well suited to apply the latest technology for increased efficiency. We believe that e-mail handling is one of our distinctive features, offering a consistent and excellent price/performance ratio. Further enhancements focusing on automated routing of e-mail requests to the proper agent and the automation of repeat-requests will help to provide even greater performance. Chat Support
With the Internet becoming more and more of a common media, many companies are turning to live chat support as an alternative to telephone support. 5CA’s Contact Center platform comes equipped with a built in Chat module allowing for optimal flexibility and ease of use. Inbound Fax Support
5C Alliance is capable of receiving and processing your inbound faxes just as easily as we would answer to an e-mail message. Technology allows us to provide Intelligent Fax Response (IFR) services, Least-Cost-Routing, Time-of-Day cost-saving techniques and automatic text-and speech-recognition which will improve efficiency and speed of customer response even further. This service can be extended using web-based fax forms; Premium Rate fax-lines or credit card/SET technology to provide a higher return income. Telephony Services
One of the first steps in establishing an easy-access high quality after-sales service is through the activation of national local access telephone numbers. This allows your customers to receive professional pre- and after-sales support with the greatest of ease. 5C Alliance can help you with the set-up and maintenance of local access numbers in the market area where your company is deploying its commercial activities.
Several types of business strategies can be chosen using the following line access types: - Free-phone & International Free-phone Lines (0800/00800)
5C Alliance can help your organization set-up and exploit 0800 Free-phone or (0)0800 International Free-phone numbers. We will also consult with you whether or not to investigate if a Shared Cost or Premium Rate Service would better address your business needs in order to provide a return income to subsidize after-sales costs. Should your strategy be to adopt Free-phone numbers, we will be happy to advise you further on Free-phone and International Free-phone pricing details.
- Shared Cost or PSTN Lines
5C Alliance is currently working with PSTN-lines for several European countries. The rates for these lines depend on local pricing structures and market fluctuation. Use of this type of line depends largely on market strategy and total call support volume.
- Premium Rate access lines (0900)
Premium rate services or Value Added Services are charged on a different basis than ordinary telephone calls. They are services where the revenue from the overall charge to customers is shared between the telephone company (for the carriage of the call) and the service provider (payment for the content or resulting product or service to the individual or organization providing service for the content). Customers pay for premium rate calls through their telephone bills.
5C Alliance seeks to enhance your support services by making use of the latest technology for routing Premium Rate lines to our locations. This feature is rather uncommon in larger call-centres since the reflux of premium rate income usually represents an extra burden for the financial administration departments of such companies. Also, the continuous effort of finding the best local partner for the handling of the lines can prove difficult. 5C Alliance has specialized from the very beginning in the use of Premium Rate services throughout Europe, because we feel these can aid to reduce your company´s total cost of after-sales support. Text Translation Services
Because we have many native speakers of different languages in our contact center, 5C Alliance can offer your company various text translation services such as product manual translations, product advertisement translation and website translations just to name a few. Fulfillment Services
In addition to after-sales support services; 5C Alliance also provides 1st level fulfillment services, such as RMA requests and customer registration services. Actual repairs and refurbishments are provided through our dedicated Pan-European fulfillment partner. Given that our core business at 5CA is Contact Care, we strongly believe that fulfillment services be put into the hands of a partner whose core-competence is RMA & Refurbishment. Web-based Services
5C Alliance can develop a wide range of web-based applications to further enhance your after-sales service. Customer and channel programs, such as self-help web site development, web demos and trainings, can offer your customers additional after-sales support possibilities. Collaborative browsing is also one feature that can help your organization cross-sell, as well as up-sell your products. Additional web-based services such as online product surveys can measure customer satisfaction and provide detailed insight into customer make-up and origin. These services can further be used for market press releases, product information sheets and customer news bulletins. 5C Alliance will be more than willing to provide you with additional information on our web applications should you require it.
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