OUR SERVICES

Dynamicity but at the same time stability to ensure maximum efficiency in what we do.
Thanks to its organizational set-up, Koiné is able to offer as a single partner, INBOUND, BACK OFFICE, CONSULTANCY and OUTBOUND Services.

VOICE

Inbound: customer care, customer service, help desk, switchboard management, orders management, toll-free numbers, complaints service management, automated services, information services, after sales support, web contact center;
Outbound: customer satisfaction, schedule managements, DB sanitizing, surveys and market researches, teleleselling up selling.

BACK OFFICE

Contracts: inserting new contracts, reorders, suspensions in CRM and company systems;
Billing: adjustments, instalment payment and payment extensions;
Complaints: complaints management via Customers’ portal, via phone, web or fax;
Data Entry and DB Sanitizing;
Email and mail;
Sweepstakes management.

CONSULTANCY

The technical structure of the group is able to offer the best advice to quickly and efficiently implement all the Business Process Outsourcing services with absolute guarantee of quality.
Thanks to its systems, which are always accessible through web portals linked to the different databases, Koiné provides the customer the opportunity to have a constant and real-time supervision.

OUTBOUND

Recall: on messages left in voice mail; on customers to complete their requests;
Reentry cases management: recovery of missing data;
Delinquencies Management: arrangements of appointments with customers being in arrears;
Telephone debt collection on residential customers and business
Mystery Calls
Teleanimation activitites

How we work

Planning as a base for every kind of work

ANALYSIS

ANALYSIS

This is the necessary step to take at the beginning of all the projects, since all the following parts will develop starting from here. It is crucial to understand the dynamics, the critical and success factors, but also to identify threats and opportunities, in order to be aware of the strengths that need to be developed and the weaknesses to implement.

STRATEGY

STRATEGY

Similarly to the analysis part, the setting of the strategy is a crucial step for the project to succeed. Strategy means planning essentials items that will be developed and put in practice in the next step.

OPERATION

OPERATION

The work done before this step gives us the opportunity to deliver and implement the project on an informed basis, optimizing times and costs, while remaining focused on the respect of the contractual parameters and quality of service.

CHECK

CHECK

The checking up, seen in a constructive way, reviews the project and maximizes the success of final result. This way the company will be able to provide fast and quality processes before and after the project. Periodic checks with the client improve the quality and the efficiency of the work process.

Case History