Services

A VARIETY OF SOLUTIONS ACROSS MULTIPLE SERVICE DELIVERY CHANNELS

2Cc Solutions

The Right Service for the Right Opportunity

2Cc's business process and contact center outsourcing solutions drive value for our clients and their customers. 2Cc blends agility with an international, standardized delivery model based on proven best practices to create solutions that succeed - even in highly specialized industries. We are known as a service provider and our clients stay with us because we continue to deliver the results they need.

2Cc offers a variety of solutions across multiple service delivery channels, including:
  1. Inbound and outbound sales
  2. Technical support and warranty services
  3. Customer care
  4. Customer retention
  5. Back office
  1. B2B Services
  2. Business Analytics
  3. Delivery Chanels
2Cc utilizes our Smart Shore methodology to determine the optimal mix of support locations and automation (IVR, e-mail, chat and Web self-service), and back-office support, to meet your customer care objectives. And importantly, we can meet the challenge of staffing to complex technical and sales requirements with multilingual skill sets.

1. Inbound and outbound sales

2Cc SELLER - Your Foundation for Success

A great revenue generation program happens by design - not by accident. You need a proven, repeatable, measurable and reliable approach to achieve predictable and growing sales activities.

2Cc Seller is our proprietary and unique approach to revenue generation for our clients across multiple industries. As a trusted provider of call center telesales, we generate big revenue for our clients each year. Our inbound and outbound sales programs are designed to maximize the revenue potential of each customer interaction, while delivering a great customer experience and customer satisfaction. In short, 2Cc Seller delivers on revenue objectives while helping to build brand loyalty among your customers.

2Cc Seller is based on a simple, repeatable framework that allows the sales professional to use proven techniques and practices that routinely transform customer interactions into active sales engagements. Seller delivers on your revenue generation and customer satisfaction objectives.
It actively engages the functional support teams responsible for sales delivery. We recruit, train and develop our sales professionals to model the proven behaviors unique to Seller. By doing so, we deliver measurable results for your inbound and outbound sales programs.

2Cc's sales programs include:
  • B2B inbound and outbound sales
  • B2C inbound and outbound sales
  • Channel management
  • Exchanges
  • Fee-based support
  • Lead generation
  • Loyalty and retention
  • Mutual fund transactions
  • Presales
  • Promotions
  • Renewals
  • Subscriptions
  • Upsell/cross-sell

Our inbound and outbound services include:
  • Customer Service
  • 1st Tier Technical Support
  • Sales Acquisition & Processing
  • Third Party Verification
  • Dealer Locators
  • Coupons/Product Samples
  • Product Recalls
  • Customer Acquisition
  • Customer Retention
  • Product Awareness
  • Win-Back Campaigns
  • Market Research/Surveys
  • Lead Generation
  • Membership Drives
  • Preferred Customer Offers

2. Technical support and warranty services

Putting Technology to Work for Our Clients

2Cc knows what your technology customers want and how to provide the service they expect. We handle technical support interactions for several of the largest and Albanian best-known brands. We're successful because 2Cc support professionals use ingenuity and resourcefulness to solve complex problems for your customers to transform customers into fans of your brand. 2Cc's knowledgeable, trained support professionals are passionate about your high-tech products. They learn how they work and function inside and out, and provide quick, thorough assistance to your customers.

We specifically recruit tech-savvy individuals who pride themselves on their service ethic, which means your customers will always come first. By solving technical problems correctly and quickly, we build brand loyalty for your business.
In addition, our support professionals are experts in uncovering additional cross-sell and upsell opportunities, which leads to consistent and quantifiable revenue generation and added value to the 2Cc-client relationship.

2Cc's technical support expertise includes:
  • Product configuration and troubleshooting
  • Basic and advanced technical support
  • Dispatch management
  • Escalation management
  • Installation & connectivity
  • Predictive customer satisfaction modeling
  • Reliability tracking and reporting
  • Warranty or post-warranty support

3. Customer care

The Foundation of Building Loyalty

2Cc views each customer contact as an opportunity to build a relationship for our clients and enhance their brand value. We are the recognized leader at excelling within the most demanding and complex customer care engagements, where a highly skilled workforce with specialized training is required. Our commitment to our clients is the same as our commitment to their customers: expert care, quick solution and opportunities to realize additional value.

2Cc's ability to resolve customer issues in a timely manner builds brand value for our clients and lays the foundation for upsell/cross-sell opportunities. Our clients benefit from enhanced brand loyalty and additional revenue, as well as from the analytics we provide on their customer interactions. The blended care and sales programs 2Cc develops, helps our clients drive down costs and increase revenue. 2Cc's customer care and revenue generation programs resulted in significantly higher customer satisfaction results and the client's sales figures increased for both phone and in-store sales.

2Cc's customer care services include:
  • Billing inquiries/account adjustments
  • Claims processing
  • Complaint and issue resolution
  • Merchant authorization
  • Merchant encashment/check validation
  • Order management
  • Password reset/appeals
  • Payments and refunds
  • Product inquiries
  • Returns/request for maintenance
  • Warranty services

4. Customer retention

Solidifying Value for Our Clients' Brands

At 2Cc, we believe your customers should be more than "satisfied customers". They should be your fans. They should be passionate about your products and services, and avid fans of your brand.
Our customer retention programs are designed to move you ahead of your competition and create true brand advocates - people who don't just stay with you, but rather share their enthusiasm for your products and services. We do this, in part, by utilizing the right CRM techniques and tools to improve response rates, increase order values and develop loyalty programs that maximize revenues and profit.
But it's our people that set 2Cc apart from other providers. Our people are the secret to creating fans among your customers. We recruit, train and develop our people to make sure brand champions interact with your customers every day. When we're fans of your business, we create fans among your customers. This happens tens of thousands of times each day through the interactions our support professionals have with your customers, on your behalf. Every customer touch point gives us the opportunity to transform customers into client fans.
Hear from one 2Cc support professional who explains how our people apply caring, resourcefulness and ingenuity to solve customer problems, ultimately to create fans.

2Cc's customer retention programs include:
  • Customized loyalty programs
  • Customer and prospect profiling
  • Lifestyle membership and continuity programs
  • Membership rewards programs
  • Save programs
  • Warranty services

5. Back office

Customized Tasks to Complement Voice Services

Our expertise in customer service, tech support and sales increase brand loyalty, revenue and business performance for clients like you. We bring that same commitment to the back office services we provide. Our back-office capabilities supplement standard voice programs and provide your customers with additional service options. For data entry, business reply card, fax and other back-office services, 2Cc is ready with our award-winning processes and proven best practices.

2Cc's back office services include:
  • Credit card collections
  • Data conversion
  • Database reconciliation
  • Document handling
  • Fraud monitoring and management
  • Monitoring chat rooms, message boards, blogs and Internet violation reports
  • Mutual fund and brokerage processing
  • Order verification and confirmation
  • Support estate settlement and annuity ownership changes
  • Survey collection