Emenac Call Center Services can be the contact center for your business that oversees customer relationship with your brand on all communication pathways and boost it. Your brand should reach the customer where they are and where they feel convenient. Our agents are making this possible every day for customer care excellence. Your customers can reach out through email, text, call or online and will be received with a warm welcome and a genuine interest in what they have to say. Our services are affordable, customizable and at your service around the clock. Emenac Call Center Services understand the importance of noteworthy customer support on the survival of any business, which is why we offer a wide range of customer care solutions that will be fitting for any firm belonging to any corporate venture. Our solutions vary in time spans (peak hours, working hours, after hours, 24/7 or disaster backup) and as to what will a service entail (help desk, reception desk, tech support, order taking etc.). We merge the customers concerns with company policies in order to gain mutual satisfaction. We opt to exceed customer expectations for a loyal customer relationship that doesn’t end with closing one deal but begins. Emenac Call Center Services is the leading call center service provider with experience that is stretched over a decade. We offer a perfect mix of experienced and honed skillset that will shape the customer contact point of incredible professionalism and the right amount of human touch. We can offer your business both in and outbound call center services that will be a match of any international or local client pool. We are at your service for whichever time period or seasonal assistance you might need for top notch marketing, customer support, social media management, website management, reception services, transactional and record maintenance services that will give you the highest customer retention rate
Customer Support & Calling Services for Travel Agency
Call Center Services
Confidential
Jan. 2015 - Ongoing
4.5
Quality
5.0
Schedule
4.5
Cost
5.0
Willing to Refer
4.5
“They have a success rate of around 90%–95% every month.”
Jan 12, 2018
Project Manager, Virikson Travel
Mark Taylor
Verified
Hospitality & leisure
United Kingdom
11-50 Employees
Phone Interview
Verified
Emenac provides call center services to a travel agency. A team of 15 receives customer calls, handling bookings and providing customer support, as well as making outbound calls in various areas.
The call center team provides a high-quality service, solving the majority of customer issues quickly and smoothly. They took the time to learn about the sector the business operates in and manage the work extremely efficiently, given the relatively large size of the time, which is set to expand.
A Clutch analyst personally interviewed this
client over the phone. Below is an edited
transcript.
BACKGROUND
Introduce your business and what you do there.
I am the project manager of Virikson Travel. We’re a travel agency and tour operator which provides holiday tours to people in the U.K and America. I look after projects in Morocco and Dubai.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Emenac?
We were looking to provide better customer service. We wanted people to interact in a more professional way with our clients on the telephone.
SOLUTION
What was the scope of their involvement?
We hired their call center services to interact with our clients, which is going well so far. If any of our clients make a call, it goes directly to Emenac. They also make outbound calls as well and provide us with call center services for bookings as well as customer support. They provide us with data on a daily basis and then we close the bookings and send tickets, as well as forwarding information to our clients.
What is the team composition?
We work with about 15 people from their team who take care of the bookings we receive. We needed a large team to cater to all the bookings that we receive on a daily basis.
How did you come to work with Emenac?
I was looking for a company and found them online. I initially came across around eight companies and discussed the issue with all of them. Emenac gave the best package and better options per seat. I had also read some reviews that they were already connected with the travel industry, which is why we decided to go with them.
What is the status of this engagement?
We have been working with them since 2015 and the work is ongoing.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
We evaluate their services on whether customers have their problem solved and on time, or if anything is delayed. They have a success rate of around 90%–95% every month, so they are doing well. The more you get to know someone’s business and having a capable team to carry that work along, the better a service you can provide. They took the time and now they know the procedures and what exactly it is we require. They are a perfect fit.
How did Emenac perform from a project management standpoint?
They manage the work very well and are now part of our team as we have been working with them for a long time. They are a major part of our business.
What did you find most impressive about them?
Their management is impressive, as is the discipline they have; how they manage the teams to deliver the work on time and provide good customer satisfaction. We get a service from them and we need our customers to be satisfied. I was worried about some of these aspects in the beginning, but they have covered those things well with the passage of time.
Are there any areas they could improve?
There is always room for improvement. I would prefer if I was able to get more seats for my business. I am looking forward to having around 10 more people and to further training the previous teams. They should be able to fit more in less time. Looking at the previous experience I have had with them, I am looking forward to that.
Do you have any advice for potential customers?
Select the company by testing the services that you need or the things that really matter to your company in order to get more business in terms of quality deliverance. Make a decision with some patience as there are good and bad, small and large companies.
With Emenac, it took me over a month to do that. I would recommend people to give them some time. The way they train their staff regarding the services they require is impressive, and the credit for that goes to the management. The tighter the grip, the better results you get. We are planning to expand even further based on what they have delivered in the past 2 years.
RATINGS
4.5
Quality
5.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
4.5
NPS
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