Contact Centre
Management
Our multi-lingual, multi-channel capabilities

We play an active customer service role via all touch points and channels. The solution helps enhance customer experience throughout all phases of activities, may it be handling inbound enquiries; cross selling and upselling services; help desk support; complaint handling ... etc. All customers would be helped and guided with instant support through our robust and fully automated contact center infrastructure, attended by well trained and experienced customer services team. We seek to build a reliable, high quality and enjoyable relationship between clients and their valuable customers. Also, 24/7 customer service support is available.

Inbound Hotline

We understand very well about the clients’ needs, particularly when a new program (e.g. Loyalty Program) first gets off the ground. i.e. we do offer flexibility in terms of scale of inbound projects, including possibility of operating in a shared capacity arrangement.

Our inbound hotline team is much more than answering inbound inquiries – that most of our contact centre staff are also experienced telemarketers. e.g. we will proactively utilize the idle time to conduct outbound telemarketing calls for driving cross-selling, contract renewal, … etc. – with the goal of delivering more value adds for our clients.

With contact centres in Hong Kong, Guangzhou and Manila, we support different language needs – Cantonese, Mandarin and English.

Consumer Research

Many CMOs (Chief Marketing Officers) consider “Customer Insights” as the next frontier for gaining competitive advantage.

Besides insights derived from quantitative analytic, our past experience tells us that “qualitative” insights are of equal importance to better understand our customers

At Datatrade, we recognize that “learn about our customers” is not an one-off exercise. So it is important for striking the balance of capturing insights at a manageable budget.

Therefore, we leverage on our contact centre expertise and infrastructure in conducting customer research via the phone channel.