ONSHORE outsourcing is a common business model for enterprises choosing a BPO solution with the purpose of achieving the challenging targets of increasing efficiency and productivity.

LUATEL provides ONSHORE outsourcing services from its service centers in the USA, Brazil, Germany and Romania. All locations share one same focus: meeting our standardized corporate quality requirements to make sure our in-country customers can rely on the well-established LUATEL service quality standards without any compromise.

A common scenario is the relocating of already established NEARSHORE/ OFFSHORE services to an ONSHORE environment. The reasons for such a decision can be various, though they usually share a strategic approach.

Transition of already operational services is a highly delicate matter and requires utmost dedication and care, in order to avoid service or support interruption as well as any possible negative impact on a certain enterprise’s image.

LUATEL’s experience can make the whole difference here, as smooth transitioning of operational services is one of our specialties, being supported by the expertise of our highly efficient project management and the availability of advanced technological features. Intelligent load balancing for call volume distribution between different locations, to name only one of these features, is thus essential during transition periods.

With the objective of enabling ONSHORING on even very small projects, we have developed a couple of business models based on a shared capacity approach which consider the commercial aspects of a smooth transition to FTE.

Inbound Outsourcing

Inbound dialog and customer care service can become a very challenging job, when high levels of customer satisfaction are requested and strict SLAs are to be met.

Reducing a caller’s waiting time on the line is the first step into a satisfying customer journey. Providing accurate information and saving no efforts to try and meet all the caller’s expectations is essential when it comes to delivering an excellent customer care experience.

The use of innovative technology is all about ensuring quality and improving productivity. Still, the real and most important asset remains the customer care representative, who is responsible for taking the calling customer by the hand along his or her journey towards a satisfying customer experience. Our customer care professionals are always doing it with a smile in their voice.

Currently, our core activities in inbound services are:

Appointment scheduling
Back office operations
Classic customer care
Help-desk: support and co-browsing
Information services

Outbound Outsourcing

Running outbound campaigns is far more challenging than handling an inbound one, as successfully approaching someone over the phone in these days, when almost everybody is facing a communicational overload, is anything but an easy task. Even more so when fraud over the phone has become a regular issue, under which reputable parties are increasingly suffering.

Once a call has been connected to the customer representative, it is the first couple of seconds that will make all the difference. That is precisely why our sales representatives undergo intense training and coaching with the objective of becoming experts in regards to the product or service which a planned campaign aims at selling.

We are fully aware that our team represents your company as well as its image, that’s why we take the utmost care that every call we handle turns into an enjoyable experience for your customers. So, if we do not win a new customer or at least generate a new lead, we will at least make sure that your enterprise is perceived in a positive way and leaves a good impression.

Technically we’re equipped with state of art communication technology, our approach being omni-channel communication.

Currently our core activities in outbound services are:

Sales: Sales, pre-Sales and after-sales
Appointment scheduling
Address qualification
Phone surveys

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