Customer service

Generating value in multichannel customer service relationships

Support

Experience and expertise

Diusframi Group offers its customers a Call Center service aimed at creating value in multichannel customer service relationships.

Our experience of more than 30 years in the market, the technological infrastructure and, most importantly, the quality and specialization of our team, allow us to achieve our main objective: to improve the experience and satisfaction of our customers.

We put all our knowledge and experience to make the outsourcing process as efficient and simple as possible for the client.

Differential values of our Call Center service

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Experience and expertise

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Organizational structure

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Technological infrastructure

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Consulting and start-up

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Training and continuous improvement

Features of our Call Center

  • First level accreditations that guarantee the quality of the services provided.
  • Approved operating centers.
  • Sector and functional expertise.
  • Bonus for achievement of objectives: On Line Resolution without technical displacement.
  • Proprietary methodology for extracting process knowledge and improving efficiency in outsourced services.
  • Operational and management capacity.
  • Intensive use of technology in all areas of the company.
  • Multi-language: Attention in Spanish, Catalan, English, Portuguese, French and Italian. 
  • Omnichannel (Phone, Email, Chat/Whatsapp, IVR/Voice-bots)
Call Center

We invest in technology, processes and training

In order to offer our clients the best results in each service, we continuously invest in improving our processes, our management tools and in the training and motivation of our employees.

We have our own management, measurement, control and reporting tools.
Continuous review of processes in order to improve efficiency and quality of service.
We carry out specific training plans by profile, and we encourage the achievement of objectives.

Call Center Services

We conduct Customer Experience studies on each project, which allows us to continuously improve our services and guarantee the highest levels of quality and customer satisfaction.

Customer service

  • Segmentation by profile
  • Multichannel
  • IVR
  • Surveys
  • Monitoring and Control
Customer service

Telesales

  • Proprietary CRM platform
  • Standardization and Qualification
  • Lead generation and processing
  • Omnichannel
Telesales

Support

  • Proprietary management tool
  • Contact level 1 and 2
  • Remote Assistance
  • Resolution guarantees (RCF)
  • Quality and SLA compliance

Evaluation and Reporting

We continuously analyze, measure and evaluate our results and the performance of our agents, generating valuable reports for our clients and for the improvement of our service.

Data analysis
Expert teams for data analysis and proprietary tools for service monitoring
Proprietary control tool
Platform with real-time information for our customers
Customized reports
Customized reports tailored to each service and client, dashboards and KPIs
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Call Center Agents
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Calls handled per year
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First Call Resolution (FCR)
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Customer Satisfaction (SAC)

Specialized support

Some of our outstanding specialized support services

Customer service

Operational Support

Specialized support of the operations team for the maintenance of any electronic device: telephone filtering of the intervention, attention to queries and troubleshooting...

Integral ecommerce service

Comprehensive Ecommerce service

We accompany the customer in the successful integration of their Virtual POS in all phases of the process: advice on the best Ecommerce solution, contracting, integration and after-sales support.

Sales, training and support

Sales, training and support

We offer our customers a pre-sales and after-sales service, both for our own solutions and those of third parties, with unparalleled results in terms of user acquisition, loyalty and satisfaction. 

Our management tools

Through the ORION Ecosystem, we centrally manage all our customer care, telesales and operational support services.

Certifications

ISO 9001

ISO 14001

ISO 27001

PCI DSS

Quality Management System

Environmental Management System

Information Security

PCI DSS Compliance

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