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Island Logic Philippines provides a full-line of Contact Center Services utilizing industry proven best practices, techniques and technology across multiple communication channels including voice, live chat and email.
We understand that within every customer contact there is the opportunity to build customer satisfaction and loyalty, revenue cultivation and continuous organizational learning. Optimizing each customer contact is at the center of everything we do. A customer complaint that is handled with politeness, concern, a determination to "fix the problem" as well as a focus on providing a positive customer experience can turn a negative situation into a positive one and sets the stage for a continuing business relationship. A request for information properly handled can be converted into a sale. Technical questions regarding products and services can provide valuable insights for process and technological improvements.
At Island Logic, we begin our Customer Care and Support process with total and complete empathy for the customer. We put ourselves in your customer's shoes, we treat them with courtesy and respect, and we focus on "being informative and helpful". We support our "customer centric" approach with rigorous agent training, real time quality monitoring, and the tools necessary to provide deep product knowledge, proper issue management, fast call handling, and clear escalation processes and standards.
Our goal is to build (on your behalf) strong customer relations, resulting in an increase in the lifetime value of your customers.
Contact Center Services We Offer:
Why Island Logic?
Recruitment and Training
Island Logic utilizes a highly selective and mature approach when it comes to employee recruitment. We only hire individuals with an excellent base in verbal, written and technical communication skills. We improve their (already good) abilities with detailed and comprehensive training. Before agents are placed on a campaign, we provide them with specific campaign and product training, template responses for common issues as well as general customer service, sales, and conflict resolution training and techniques.
We understand that by developing and empowering our agent's skills, it not only leads to improved customer experiences which are fundamental to Island's client relationships, it also creates a powerful bond between our employees and our company. Their success is our success. That is why we enjoy very low annual employee turnover rates. The result? The base level of performance of our average agent is quite high compared to industry norms. They have been "on the job" longer, and are simply more skilled as a result.
Not Just a Vendor but a Partner and Extension of Your Business
Through a combination of Trainers, Team Representative Captains and Program Managers we will learn your processes, scripting and requirements to the point where it becomes intrinsic.
Quality Is a Must
100% of our inbound calls are recorded. Not only are these calls available to our customers, providing complete transparency, we use them as training tools and growth enablers for our representatives. Calls with an exemplary approach are high-lighted and the representative rewarded. Calls that show a need for improvement are used as training examples and additional training is provided to the agent in question. Additionally, we use call-monitoring and call-barging technologies. Through quality assurance processes and client feedback, we continually evolve and perfect operations.
Technology and Infrastructure
Our call center is built around a Gigabit Ethernet network architecture to support efficient networks running VoIP and data. All agent workstations have a minimum of 100Mbps full duplex Ethernet connectivity. We have relationships with 3 major Telco providers who can distribute a flexible volume of bandwidth to meet our on-demand requirements. Island Logic has partnered with a leading VoIP and data center provider to host our software-based IP-PBX. We have redundant connections from our call center to our IP-PBX though our Telco providers. Our center has Uninterrupted Power Supplies (UPS) and backup generators if needed.
We are Not Just a Contact Center
Island Logic is not a typical contact center. Due to our expertise in technological innovation, IT services and staffing, Customer Care campaigns are supported by comprehensive monitoring, data analysis and reporting capabilities. We deploy specialized software and technical solutions to streamline contact center processes, to shorten cycle-times, to improve process-flow and to give agents the tools necessary to accelerate problem resolution.
3 in 1
Our services are available for voice, live chat and email response and are stringently tailored and maintained to your requirements.
To discuss how we can help your organization, send us a message or call us toll-free at 1-888-777-6680 (US) or
1-800-520-0607 (UK)
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