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HP Bench Repairs | Contact Centre Services

Contact Centre Services

Sebtech is an established Global Outsource Contact Centre and Business Processes service provider. We provide both International and National services from our contact centre hub in Johannesburg.

Business Process Outsourcing (BPO) is the concept of taking internal company functions and paying an outside service provider to handle them. Outsourcing non-core business functions can save money, improve quality, and free company resources for other activities.

Sebtech's Contact Center Services is perfectly positioned in South Africa, falling within a maximum time zone shift of 2 hours of the UK to provide highly skilled services for both UK and European clients. South Africa offers a unique work ethic and similar cultural background for BPO services.

Customers interacting with a company perceive the point of contact to be a single entity when they are really interacting with various departments and employees. The introduction of a contact centre focuses a company’s customer interaction and satisfaction.
The outsourcing of customer services and support brings callers, technology and people in to a specialized and streamlined operation and guarantees improved customer interaction and service levels. Our years of experience makes us a leader in providing contact centre services, including:

  • Customer Care
  • Help Desk Services
  • Sales And Telesales
  • Fulfilment
  • Technical Support
  • Facilities Management
  • Logistical
  • It Support Services
  • Professional Contact Centre Services

service options

  1. Contact Centre BPO

    Sebtech assumes overall responsibility for performing and managing the call centre process on behalf of the client.

  2. Contact Centre Co-sourcing

    Co-sourcing takes the full outsource model to a new level where the practices, processes and procedures developed in the out-sourced environment as well as the profiled and recruited staff can be moved and operational on a clients technology platform and operate within the client’s premises.

Managed Contact Centres

Sebtech offers a unique service that allows clients the ability to utilise the very latest contact centre technology and operational premises at a low fixed cost by bringing their own staff and operating from our premises, all the traditional contact centre operational services are in place and can be fully used by clients.

  • Staff recruitment with the required language and technical skills
  • Competent, capable staffing, that are fully trained in service techniques
  • Multilingual staffing that allows callers to be serviced in the language of there preference
  • Internal training capability for all staff with input from each client (Product training to be provided by the client)

  • Management supervision
  • Contact centre management, both technical and personnel
  • Management information reporting, both real time and historically
  • Outbound campaign call generation to clients and customers
  • Implementation of Quality Assurance standards

  • A flexible scalable solution that will cater defined requirements over any contract period
  • Interactive Information retrieval and distribution using on line access to the clients databases in order to provide a streamlined and efficient service
  • Multimedia interaction with both your clients and yourselves.
  • Operation of a state of the art multimedia interaction platform
  • A service that is not impacted by any down time

  • Browser based network interaction for the contact centre agents (if required)
  • Inbound call answering using Automatic Call Distribution (longest waiting call to first available agent)

  • Skills based routing and Messaging on hold
  • Out bound calling capacity from the Customer Service Representatives (CSR) desktop
  • Voice recording and storage of all call