Contacts Plus
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Our Vision
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Contacts Plus is a young -spirited organization headquartered in Egypt and a branch in UAE, Jordan and Bulgaria with an ultimate goal to serve the MENA, Gulf Regions and Western Europe markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying and applying the Best Practices in the Arab world.
Our edge is to integrate and harmonize the three business pillars: Process, Systems & People, molding them with Strategy and Ergonomics to create and sustain a customer experience that last (connect and link between physical & emotional branding).
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Our Mission
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We believe in our slogan "Serving with Passion". It is the differentiator factor in delivering excellent business results in today s challenging market.
We will be your partner for your journey of excellence by acquiring pioneer and tailored business solutions and tools through: Business Process Mapping, IT solutions, nurturing a culture of continuous learning, hiring, training and retaining the best calibers for today s vibrant organisations. Therefore, we align them with clear business direction and create the best ergonomic environment.
Through your journey of accumulated excellence, we will be your partner in formulating a Strategy that is assisted by tailored business solutions, delineating the business Process, acquiring state-of-the-art Technology, generating the preeminent productive Ergonomics and empowering & energizing the competent Intellectual Capital the most important pillar who will drive vigorously in the business racing arena.
1. One team one goal
2. Outstanding Quality
3. Customer Focus
4. Continuous Improvement & Innovation
5. Think and act like an owner
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Consulting Center
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Business Process Management:
Our consulting services are based on excellent branch know-how, paired with solid methodological competence. This is brought to completion by many projects in the MENA region and vast knowledge about Strategy, Process, and IT Management. We help our customers during all stages of a project: team constitution, specification of the modeling method, quality assurance of the models, training, and process optimizations and controlling.
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Quality Monitoring Cycle:
Quality monitoring is an essential part of call centre operations. We call it the Heart Beat of call center. We help call center partners to develop the Quality Monitoring Lifecycle which will result in improving the hiring and selection process, agents and training strategy and processes and systems. All those are integral parts and crucial for producing a world class call center. We assist in selecting the best method of Quality Monitoring Tools, setting the QA strategy roadmap, choosing the who, when and how of QA, developing the Quality Scorecard form, designing effective coaching process, identifying areas of opportunities(gap analysis),designing the feedback process, linking and incorporating the results with training and development strategy.
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Call Center Set-up:
In today's global economy, providing world-class customer service requires the skills of a chess grandmaster. The challenges include formulating the strategies for deciding where, how, and in what manner to best meet the needs of the customers in the face of rising new employee skill sets.
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Other challenges include determining the right mixture of technology, Facilities, business process and trained staffing to properly serve the customer. We will help you to develop Call Center Models;
whether In-sourcing or Out-sourcing, In-shore or Off-shore based on your requirements and business necessity according to the best practices. We will ensure the integration and alignment between all pillars (Strategy, Technology, Process, and People & Ergonomics) to deliver a world class call center. Our Integrated solutions covers; set-up a complete new call center, re-engineering current call center, call center expansion and shift from Outsourcing model to in sourcing in-house call center.
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On-site Diagnoses:
As a business consultant we help you diagnose the problems by conducting an in-depth analysis including mystery shopping, customer satisfaction surveys, employees' satisfaction surveys and other approaches to help you find the best business solutions.
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Call Center Certification The Journey To Certification :
Contacts Plus represents the sole agent of Purdue University, Center for Customer-Driven Quality in the MENA region awarded by BenchmarkPortal, USA. The process involves the examination of (16) processes to ensure the balance of efficiency and effectiveness. The results are a certification as Center of Excellent . The steps of certification process conducted in four phases; in-depth performance benchmark audit, deep dive, reality check and gap analysis reports which will resulted in recommendation for call center improvements (quick win/ initiative/ re-engineering) leading to certification.
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Caller Satisfaction Survey (ECHO):
ECHO, Every Customer Has Opinions even if no one asks; we introduce a groundbreaking new approach for translating direct customer feedback into rich business intelligence. Echo incorporates the best practices from "world-class" companies based on our own extensive benchmarking studies. Echo Challenges the traditional approach for measuring and improving service. The status quo has consistently fallen short of delivering results. Based on our research, we have taken the best practices of the best companies and incorporated them into a dynamic closed-loop approach that really delivers.
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Agent Satisfaction Survey (Fair-to-Compare):
We introduce a new option designed specifically for Contact Centers a method to compare the satisfaction results of your Contact Center agents to other Contact Center agents (including Tenure, Age-range, Job Title, and Skill-set). As a Contact Center Professional, you know the importance of retaining your talent. Our Fair Compare benchmarking surveys and reporting system quickly pinpoint areas of risk to proactively resolve them.
Fair-Compare provides the ability to compare your Contact Center results to Your Peer Group, your Industry, Best-in-Industry, and your Demographic Region.
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Call Center Outsourcing Models:
With contact center labor costs running between 50 to 70 of a total operating budget, many companies are turning to outsourcing as a cost effective strategy to bring their costs under control without sacrificing the quality of the customer service they provide. We Design and Develop the best Out-Source model (In-premises and or full fledge / Co-Source) depending on whether you have or looking for the right mix.
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Call Center Ergonomic:
The Call Center facilities and ergonomics play a pivotal and achieve dramatic improvements in call center agent productivity, retention, and health and safety.
We help you design your Call Center Internal Layouts and Ergonomics according to the international standards. We also assist you in getting the best equipment and using the best colors themes that matches your type of business and your company style. We help companies with walk-in customers to have the best flow of activities by recommending he best set of employees' desks/cubes, headset types; workstations design style and size, air temperature and humidity, lighting design, noise level, use of floor space, desk space and storage.
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Vendors Selection Process Technology Solutions
One of the major and crucial tasks in call center is the selection of the Technology infrastructure. The call center hardware and software is a complex and requires know how and expertise which reflect the efficiency part. The critical successful factor which impact your decision of when, how, who and what to select as a technology rely on the articulation of your goals and philosophy, translate them into action (purchase the right tools with the right requirements). We will be your partner to select the most competitive Technology solutions based on the best practice with the most cost effective approach which suite your needs and requirements.
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Recruitment & Assessment Center
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CV s Scrutinizing and Screening:
We initially review CVs based on pre-set parameters, categorize, classify and save them in our data base, pass them to the first interviewing stage through phone screening direct them to the vacancies that matches their qualifications and skills.
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Assessment Center:
We are using a bundle of validated benchmark tests and tools to comply the job profile with client s job requirements and needs based on Skills Inventory Competencies (SIC).
Assessment tools (written) for all frontlines , Team Leaders, Supervisors and Managers positions for Services and Sales industries such as: customer services, sales, call center environment, speed typing, listening skills, and numerical reasoning, personality traits, english and leadership styles.
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Face to face Interviews & Simulations:
We conduct face to face interviews based on a set of real life situations (simulation) to highlight the set of skills that the candidate possesses in comparison to the set of skills required for the job.
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HR Outsource:
The concept of HR outsourcing is to take care of the operations hassle and free your time to focus on results and deliverables. We have unique and flexible models which are catered to your needs and requirements as follows;
1. Company payrolls (recruiting and hiring)
2. Contacts Plus payrolls (recruiting and hiring)
3. Plug & Play approach (hiring and training)
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Career Advice:
Through our wealthy CV s data base along with Assessment Centre, we ve created the Career Advice Model whereby we are identifying calibers strength & weakness and fill the gaps through career sessions along with development tracks (conduct a tailored training from our catalog list).
Our aims are to horn and polish their skills and capabilities to match the labor job market needs.
The program theme is to explore their potential for future opportunities.
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Training & Development Center
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Training Need Analysis:
Training is not a onetime short event. It has a life cycle and periodical assessment should be conducted on employees to evaluate their performance and their emerged new need of training.
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Training Program Catalog List:
CONTACT CENTERS TRACKS:
AT & T Certification for Agents
AT & T Certification for Team Leaders/ Supervisors
AT & T Certification Managers/ Directors
AT & T Diploma for Agents
Quality Monitoring & Calibration Workshop
Foundations for Workforce Management
Human Touch in Contact Centers Environment
Outsourcing Management
Master Inbound Skills
Master Outbound Skills
Contact Centers Measurement and Metrics
Contact Center Technology
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MANAGEMENT TRACKS:
Coaching for Success
Counseling for Success
Leadership in the Contemporary Edge
Supervisory Skills
Influencing Skills
The Art of Motivation
Effective Delegation and Empowerment Skills
Team Building
Crisis Management
Conflict Management
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TRAINING AND DEVELOPMENTS TRACKS:
Train the Trainer
Training Needs Analysis
Training Delivery
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HUMAN RESOURCES TRACKS:
Hiring and Selection Skills
Performance Management
Discipline Management
Interviewing Skills
Rewards and Compensations Programs
Career Path Management
CUSTOMER SERVICE TRACKS:
Foundation of Customer Service
Customer Types and Behavior
Complaint Handling
Customer Loyalty and Retention
Branding Customer Service
Customer Relationship Management
Customer Service on Line
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TECHNICAL TRACKS:
Business Process Mapping
Foundations of Project Management
ICDL
Health and Safety Management
Risk Management
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GENERAL TRACKS:
Communication Skills
Time Management
Stress Management
Successful Attitude
Problem Solving & Decision Making
Culture Diversity
Emotional Intelligence
Creative Thinking
Change Management
Presentation Skills
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** All of the self courses can be customized and tailored based on; Industry type, Requested contents and Performance Gap Analysis
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On-site Training:
One of our most competitive approaches is on-the-job training. We call it nesting whereby we reinforce what has been learnt in the classroom session and convert them into practice test drive . Our coach is well trained and expert to elevate the performance of the trainees to the optimum results. They are boding with the trainees in the call center site in real job and transfer learning into reality. We are using the best practice methodology scorecard to set and exceed the quality pre- set standard. Our added-values rely on the corrective action report whereby based on the outcomes we chart an action to be followed by their direct team leaders/supervisors to enhance the trainees level of competencies.
Training Recipes:
In addition to our unique, bilingual approach, using both the English and Arabic languages, we utilize many effective tools and methods. Our Methodology is based on Adult Learning Principles. Our approach is:
Interactive: It includes instructional methods and media, role-play, experimental games, quizzes, self-assessment, tests, energizers, creative thinking, feedback coaching, team building, group discussion and brainstorming sessions.
Industry specific: Courses are customized with story teller and casework to represent your typical customer call/visit.
Structure: The program has a set of introductory activities, housekeeping rules, learning experience purpose, suite of games (Treasure Island, puzzle, etc.). Each program has a different set of printed materials (participants, instructors and references manuals).
Performance-based: Participants must demonstrate competency and mastery at the end of each program. Each course/program includes performance based objectives, and performance assessment/criteria testing to determine the transfer of learning and service officer/agent competency.
Flexible: We offer customized training curriculum development, for example, where we complete the needs analysis through a training workshop that focuses on establishing the training strategy for the customer service departments.
Insightful: Upon completion of each course we shall solicit formal feedback from the attendees, which will be passed to the engagement sponsor for qualitative measurement of the assignment.
El-Tanweer series represents the first complete Arabic training material in the Middle East and Gulf Region. This library covers all the fundamental skills required in customer service industries in call centers and over the phone environment.
This comprehensive collection of titles will give your trainers, managers and supervisors the flexibility to train on a variety of different major subjects. It is also effective in a self-study environment, for employees who choose to learn on their own pace or who want to horn their skills while they are adhering to the work load.
The Complete Video Training Library includes skill-driven customer service training modules. Each video training module includes a Leader's Guide to ensure the facilitation goes smoothly along with important rules and reminders so your team can take the teaching points from each module back to their work area for reinforcement
Tape (1): Greeting and Closing: Duration: 6 minutes
This tape highlights the importance of the first and last impression over the phone. Component of professional and proper greeting & closing are displaying through real life bad and good examples and how it will impact on customer satisfaction.
Tape (2): Telephone Courtesy: Duration: 6 minutes
This tape focuses on the crucial communication skills which will benefit anyone who uses a business phone. Topics include how to use customers name, how to portray a positive customer service attitude, how to avoid interruption and in-house jargons and many more through real life examples.
Tape (3): Telephone Protocols: Duration: 16 minutes
This tape focuses on three crucial techniques for telephone protocols, topics include putting caller on hold, transfer the caller and the art of calling-back the customer based on the best practice.
Tape (4): Speaking Skills: Duration: 7 minutes
This tape supplies the audience with some selective tips on how to project a professional voice tone & Pitch, rate and clarity of speech and inflection.
Tape (5): Listening Skills: Duration: 8 minutes
This tape focuses on the features and tools for practicing the active listening skills. Topics include on how to demonstrate empathy and compassion toward customer, paying attention and concentrating and display patience and avoiding arguments.
Tape (6): Telephone Habits: Duration: 6 minutes
This tape zoom on the bad telephone habits which can be using over the phone and influence the customer perception and company image negatively. The tapes represent some golden do s and don t on how to avoid those practices.
Contacts Plus multimedia training aids are benchmarked against world-class productions in the same field, yet have the edge of addressing cultural differences and crossing language barriers.
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Anton Book Press Store:
& 61478; 20:20 CRM A Visionary insight into unique customer contacts
By: Dr. Jon Anton and Laurent Philonenko
The contact centre is at the heart of many businesses today, and CRM initiatives are making customer contact even more critical to the health of every company. 20:20 CRM provides a strategic view of where businesses should be going with their customer contact operation, with practical examples of how to get there. ISBN 0-9630464-5-4
& 61478; Call Centre Benchmarking "How good is good enough?"
By: Dr. Jon Anton
This "how to" book describes the essential steps of benchmarking a call centre with other similar call centres, with an emphasis on "self assessment." The reader learns how to plan a benchmark, how to collect the correct performance data, how to analyze the data, and how to find improvement initiatives based on the findings. ISBN 1-55753-215-X
& 61478; Call Centre Performance Enhancement
By: Dr. Jon Anton, Vivek Bapat, and Bill Hall
This book provides its readers with an understanding about the role, value, and practical deployment of simulation- an exciting technology for the planning, management, and analysis f call centres. The book provides useful guidelines to call centre analyst, managers, and consultants who may be investigating or are considering the use of simulation as a vehicle in their business to responsibly manage change. ISBN 1-55753-182-X
& 61478; Customer Obsession: Your Roadmap to Profitable CRM
By: Ad Nederlof and Dr. Jon Anton
Finally, here is a book that covers the complete "journey" of CRM implementation. Ad Nederlof and Dr. Jon Anton have done the near impossible: to position CRM in such a way that it makes practical sense to C-level executives. Beginning with the title of the book, "customer Obsession," on through the last chapter, this book positions CRM for what it really is, namely, a complete change in corporate strategy, from the top down, that brings the customer into focus. ISBN 0-9719652-0-X
& 61478; Customer Relationship Management-Making Hard Decisions with Soft Numbers
By: Dr. Jon Anton
This prentice Hall published book describes a complete methodology for driving customer feedback into executive decision-making. As the first book ever printed on CRM analytics, the reader will find unique and practical suggestions on how to make hard executive decisions using the statistics of customer perception and satisfaction, i.e., "soft numbers." ISBN 0-13-438474-1
& 61478; Customer Relationship Management Technology "Infrastructure for customer collaboration"
By: Dr. John Anton and Bob Vilsoet
From our research on the American consumer, it has become very clear that potentially the best customer service strategy is "to offer every possible channel for the customer to help themselves, i.e., self-service." Customer actuated service is mostly driven by technology, and the "art" of self-service is to ensure that the technology is intuitive, easy to use, and that the customer is rewarded for "having done he job themselves." This book delves into all the technology solutions that enable self-service. The reader will find a robust description of the technology alternatives, and many examples of how self-service is saving companies money, while at the same time satisfying customers. ISBN 0-9630464-7-0
& 61478; Customer Relationship Management: The Bottom Line to Optimizing you ROI
By Jon Anton and Natalie L. Petouhoff
Customer Relationship Management recommends effective initiatives toward improving customer service and managing change. Creative methodologies are geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. ISBN 0-3-099069-8
& 61478; E-Business Customer Service
By Jon Anton and Michael Hoeck
With the advent of e-business technology, we suddenly find ourselves with complexly different customer service channels. The old paradigms are gone forever. This book details how to measure and manage e-business customer service. The book describes the key performance indicators for these new channels, and it describes how to manage by these new rules of engagement with specific metrics. Managing customer service in this "new age" is different, it is challenging, and it is impossible to migrate from the old to the new without reading this book. ISBN 0-9630464-9-7
& 61478; How to Conduct a Call Centre Performance Audit: A to Z
By Jon Anton and Dru Phelps
Call Centres are an important company asset, but also a very expensive one. By learning to conduct a performance audit, readers will be able to understand over fifty specific aspects of a call center that must be running smoothly in order to achieve maximum performance in both efficiency and effectiveness of handling inbound customer calls. ISBN 0-9630464-6-2
& 61478; Offshore Outsourcing Opportunities
By Jon Anton and John Chatterley
For call centre executives wanting to explore and understand the benefits of offshore outsourcing, the authors have brought together "under one cover" a comprehensive guide that takes the reader through each step of the complex issues of outsourcing customer service telephone calls to agents in another country. With the pressure of today's competitive climate forcing companies to take a hard look at providing higher quality customer services at lower costs, this book is a "must read" for every call centre executive. ISBN 0-9719652-3-4
& 61478; Optimizing Outbound Calling
By: Dr. Jon Anton and Alex G. Demczak
The content of the book is organized in such a way as to assist the reader in understanding the complete end-to-end process of automated outbound call dialling. Specifically, the reader will find the following steps description in details: a) preparing a needs assessment, b) selecting and contracting a predictive dialler supplier, c) implementing a predictive dialler solution, d)applying change management principles to ensure
"buy-in" by existing agents, d) handling and using dialler reports, and finally, e) benchmarking dialler improvements to ensure attaining the anticipated ROI.
ISBN 0-9719652-2-6
& 61478; Integrating People with Process and CRM Technology
By Jon Anton, Natalie Petouhoff, & Lisa Schwartz
This book contains valuable information regarding the "people" side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives. ISBN 0-9630464-3-8
& 61478; Minimizing Agent Turnover
By Jon Anton and Anita Rockwell
Some agent turnover can be functional, but most turnovers are dysfunctional and can be very expensive. This book explores the types of turnover, including internal versus external; and documents the typical causes of agent turnover. Most importantly, this book describes a methodology for diagnosing the root causes of your agent turnover, and suggests improvement initiatives to minimize agent turnover at your customer contact centres.
Contacts Plus is a young -spirited organization headquartered in Egypt and a branch in UAE, Jordan and Bulgaria with an ultimate goal to serve the MENA, Gulf Regions and Western Europe markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying and applying the Best Practices in the Arab world.
Our edge is to integrate and harmonize the three business pillars: Process, Systems & People, molding them with Strategy and Ergonomics to create and sustain a customer experience that last (connect and link between physical & emotional branding).
Our Mission
We believe in our slogan "Serving with Passion". It is the differentiator factor in delivering excellent business results in today s challenging market.
We will be your partner for your journey of excellence by acquiring pioneer and tailored business solutions and tools through: Business Process Mapping, IT solutions, nurturing a culture of continuous learning, hiring, training and retaining the best calibers for today s vibrant organisations. Therefore, we align them with clear business direction and create the best ergonomic environment.
Through your journey of accumulated excellence, we will be your partner in formulating a Strategy that is assisted by tailored business solutions, delineating the business Process, acquiring state-of-the-art Technology, generating the preeminent productive Ergonomics and empowering & energizing the competent Intellectual Capital the most important pillar who will drive vigorously in the business racing arena.
Training available from Contacts Plus
AT&T Certificate for Call Center Team Leaders : Many Call Centers aggressively invest in state-of-the-art technology. That s expected in today s fast-paced high-tech world. But the companies with world-class Contact Center operations invest equally in the skills development of their most important asset their people. It s an investment that pays off every day in improved performance, increased sales and enhanced customer satisfaction. Let us help you make that investment with Educational Services, designed to improve the skills and a professional capabilities of your Contact more...
AT&T College of Call Center Excellence For Agents : Need help with your Call Center?
Many Call Centers aggressively invest in state-of-the-art technology. That s expected in today s fast-paced high-tech world. But the companies with world-class Contact Center operations invest equally in the skills development of their most important asset their people. It s an investment that pays off every day in improved performance, increased sales and enhanced customer satisfaction. Let us help you make that investment with Educational Services, more...
AT&T
AT&T
AT&T Certificate for Call Center Team Leaders : Many Call Centers aggressively invest in state-of-the-art technology. That s expected in today s fast-paced high-tech world. But the companies with world-class Contact Center operations invest equally in the skills development of their most important asset their people. It s an investment that pays off every day in improved performance, increased sales and enhanced customer satisfaction. Let us help you make that investment with Educational Services, designed to improve the skills and a professional capabilities of your Contact more...
AT&T Diploma for Agents : Even the best communicators in the world have their pitfalls. Through this course, you will gain the knowledge of how to better communicate with others as well as avoid misunderstanding. You will enhance your understanding people and know the power of empathy towards them.
This Course uncovers a new way of living, toward the excellence of life personally and professionally. It draws a new path toward our target, while providing the right spirit to face obstacles and failure in the way to achieve the pursued targets.
Customer Care and retention is increasingly becoming a key issue for most companies in today s competitive market place where customers demand more...
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