Technologies

That is the way we do business: we ensure our teams have best technology they need to focus on delivering an outstanding customer experience during each and every interaction.

We consistently monitor our operations to guarantee we achieve the best results. Ebizzbox’s strategies, focus on people, strict management disciplines, and excellence in operations, enable everyone to achieve solid overall performance and exceed expected results.

Infrastructure

When choosing an outsourcing partner, look far into the future and see what your goal is.

Choose someone who is as interested in your goal as you are. Ebizzbox leave nothing to doubt and chance when working for their clients. We provided committed service hence our Clients retention is 80% and repetition is 60%.

How Infrastructure helps you?

  • We use innovative technology with power back-up and internet back-up for uninterrupted work.
  • We have extra location in case of any unpredictable climate problem.
  • We redefine technologies inculcating multi-dimensional format to ensure consistency in performance.
  • We work with backup agent facility, so that minimum number of required agents available to work every day.
  • We work with transparency and update work status on time or when asked by you.
  • We work for 24X7 or as per your requirement in supervision of trained staff to provide you maximum output of your money.
  • We have interactive and creative channels to get valuable feedback of customers.
  • We use IP system and dialer system for the optimization of the process to achieve clients goals quickly.
  • We have perfect response calling of 98% first call resolution.
  • We use security to restrict leakage of your data.
  • We are expert in maintaining lowest AHT (Average Handling Time), giving the very best to the client.
 
 

Software

Ebizzbox assist our agents in building decision tree and analytics on ticket process to improve effectiveness. The software provides steps to resolution pathway to agents for assisting customers. This improves customer satisfaction hence, increasing your productivity.

We use following softwares for smooth functioning.

Help Desk Software:- It gathers information and spots the IT problem quickly, providing uninterrupted services.
CRM( Customer Relationship Management):- It helps track customers and resolve customer issues, as it manages customer data and customer interaction, accesses business information, automate sales, marketing and customer support and also manage customer and client relationships.
Live Chat software:- We have software through which we can email and call online to customers.
Cloud Software:- It helps in storing and accessing data over the internet instead of hard drive. It stores multiple copies at different location with integrity. All the data are encrypted and secure.

Data and Reporting

Ebizzbox keep record of data of call volume, chat times, resolution rates, interaction counts and other important data for external and internal end-to –end process documentation. All recordings are automated, so it provides 100% accuracy.

We measure the agents’ performance with metrics to reward them to enhance the agents’ performance. Real time monitoring activities help in planning development program effectively to achieve improvement.

How Data and Reporting helps you?

  • We provide you report to reduce your time in building and customizing reports.
  • Our reports allow you to visualize the data and analyze it.
  • Our reports help you to understand relationships, trend and patterns early on. You can reduce your risk factor accordingly.
  • We provide report on resolved cases, customer interaction and satisfaction, average handle time, customer contact rate, location, age, sex, feedbacks of customer and all other details you asked us.
  • You can use all the metrics to update yourself according to market trend.
  • We provide report daily, weekly, or monthly as per your requirements.
 
 

Works Backup

Ebizzbox have all the facility with back up to provide you uninterrupted and smooth services to their clients.

How Works Backup helps you?

  • We use innovative technology with power back-up and internet back-up for uninterrupted work.
  • We have extra location in case of any unpredictable climate problem.
  • We redefine technologies inculcating multi-dimensional format to ensure consistency in performance.
  • We work with backup agent facility, so that minimum number of required agents available to work every day.
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