2BGLOBAL
Mexico
350 employees
Established in 2008
Company description
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1. Customer Support: Handling customer inquiries, troubleshooting product/service issues, providing technical assistance, and offering solutions to problems. 2. Sales: Initiating outbound sales calls, cross-selling or upselling products/services, and converting leads into customers. 3. Order Processing: Managing orders, processing transactions, and ensuring smooth delivery of products/services. 4. Technical Support: Assisting customers with complex technical issues, troubleshooting software/hardware problems, and providing guidance on usage. 5. Complaint Resolution: Addressing customer complaints, investigating issues, and ensuring timely resolution to maintain customer satisfaction. 6. Market Research: Conducting surveys, gathering customer feedback, and collecting data to analyze customer preferences and market trends. 7. Lead Generation: Identifying potential customers, qualifying leads, and forwarding qualified leads to sales teams for further follow-up. 8. Multichannel Support: Providing seamless customer service across multiple communication channels to accommodate customer preferences and enhance accessibility. Technology and Tools: Contact centers utilize a variety of technologies and tools to enhance efficiency and effectiveness: - Customer Relationship Management (CRM) Software: Manages customer information, interactions, and transactions. - Automatic Call Distribution (ACD) Systems: Routes incoming calls to appropriate agents based on predefined criteria. - Interactive Voice Response (IVR) Systems: Automated systems that interact with callers, gather information, and route calls. - Live Chat and Messaging Platforms: Enable real-time communication with customers via text-based chats or messaging apps. - Knowledge Management Systems: Store and provide access to information for agents to resolve inquiries quickly. - Analytics and Reporting Tools: Monitor performance metrics, analyze trends, and generate reports to optimize operations. Benefits:- Enhanced Customer Experience: Provides timely support, personalized interactions, and consistent service across channels. - Improved Efficiency: Automates routine tasks, optimizes agent workflows, and reduces average handling times. - Cost Savings: Increases operational efficiency, minimizes overhead costs, and optimizes resource allocation. - Scalability: Easily scales operations up or down based on business needs and seasonal demands. - Data-Driven Insights: Gathers valuable customer data, feedback, and insights for informed decision-making. Consultant Services Definition: Consultant services involve individuals or firms that provide expert advice, guidance, and specialized knowledge to organizations seeking to solve problems, improve performance, or achieve specific goals. Consultants typically work independently or within consulting firms and offer tailored solutions across various industries and functional areas. Key Functions: 1. Strategy Consulting: Developing and implementing strategic plans, business models, and growth strategies to enhance organizational performance and competitiveness. 2. Management Consulting: Assisting with organizational change management, process improvement, operational efficiency, and restructuring initiatives. 3. Technology Consulting: Advising on IT strategy, digital transformation, software selection, implementation, and cybersecurity. 4. Financial Consulting: Providing financial analysis, budgeting, forecasting, mergers and acquisitions (M&A) advice, and risk management services. 5. Human Resources Consulting: Offering HR strategy development, talent management, leadership development, and employee engagement solutions. 6. Marketing and Sales Consulting: Supporting with market research, branding strategies, customer segmentation, sales effectiveness, and marketing campaign optimization. 7. Legal Consulting: Providing legal advice, compliance assistance, contract negotiation, and litigation support services. 8. Environmental and Sustainability Consulting: Helping organizations with environmental impact assessments, sustainability strategies, and compliance with environmental regulations.
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Products and Services
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Commercial information
Presence:
Mexico
Main customers:
PASE, TELMEX, KONECTA
Certifications:
9001 27001 PCI
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