OC2 is an Outsource Contact
Centre offering outbound and inbound sales, service and teleresearch
capabilities. OC2 currently has sixty-five networked seats, all offering
has built up a significant outbound track record in both sales and teleresearch.
include script-writing, dynamic, hands-on involvement by all levels of
management, an intensive quality assurance process and a continuous
learning cycle resulting in training, scripting and processes being
reviewed on an ongoing basis. The emphasis is on the outcomes, both
quality and quantity, and agent involvement is a key in running a
campaign. OC2 is able to add maximum value when
it is involved early in the planning process, commenting on or giving
input into both the script and proposed dialling process.
Client feedback completes the loop. The fact that all calls are recorded is a key factor in
the coaching process. It also provides clients with the opportunity
of experiencing the telephonic interactions from their clients'
has an excellent inbound track-record, exceeding customer expectations by
adopting a dynamic and flexible approach to work-force management.
Coaching and process improvement are ongoing and agents are encouraged to
participate in the planning process, giving input and making suggestions
on how service levels may be improved.