Infocall provides first-class call centre support for Microsoft in Bahrain

By outsourcing key CRM operations to Infocall, Microsoft Bahrain expects to see increased customer reach and enhanced customer satisfaction, as well as substantial cost savings. Microsoft chose Infocall as an outsourced call centre who could approach their long list of targeted customers to promote the launch of their one-stop business solution B-OnLine in a professional manner, maintaining the Microsoft image in the GCC region.

Providing lead generation and cross-selling of IT products

"In such a competitive marketplace, running a cost-effective and efficient customer relationship campaign is critical," said Samir Benmakhlouf, Country Manager for Microsoft in Bahrain. "For the launch of our new Business Solution Campaign, B-OnLine, we needed to reach the small and medium Enterprise sector in Bahrain, thus targeting 15,000 emerging businesses. We selected Infocall outsourcing services for their ability to assist us in handling our outbound and inbound CRM operations for B-OnLine without undermining the high service quality our customers expect and deserve."

The implementation of the CRM program commenced in February 2005, from Infocall's Altitude-enabled contact centre facility in Manama, Bahrain. The operation provides customer reach and cross-selling of products to Microsoft customers in Bahrain. A specialized team of experienced telemarketers was selected specifically for Microsoft. All the chosen agents were fully trained on the Microsoft products and services so they were able to offer professional advice to customers. Infocall telemarketers specifically call at specific time slots during the day in order to gain the highest possible penetration of the target prospect base. "We are excited to be working with Microsoft in Bahrain on such a national scale project as B-OnLine. Infocall is committed to servicing the IT industry and this was our first major client in that market segment with significant growth potential. As the market matures we see the enormous potential to manage customer relationships and market services. We aim to work closely with Microsoft to assist them in growing their business in the region", commented Ala Hussain, Infocall General Manager.

Fully customized outsourced CRM campaigns powered by Altitude uCI

InfoCall was established in July 2004 to provide outsourced contact centre services for the domestic and regional market in the GCC region with a specific focus on serving the IT, public services and telecommunications industries. The company is positioned as the premier provider of inbound and outbound CRM outsourcing services in Bahrain. Commenting on the technology used at Infocall's call centre, Ala Hussain said, "Being powered by Altitude's solutions allows great flexibility in designing front-office applications for our clients and means Infocall can propose an entire suite of customer communications. This places us in a perfect position to customize outbound sales and inbound customer service campaigns to the exact requirements of our clients." "For this key account, our priority has been to design various outbound and inbound CRM campaigns in order to increase our client's product sales by proven Teleservices concepts, techniques and applications. Typical outbound telemarketing services that can be launched in a matter of days include product sales, customer satisfaction surveys, reminder calls, as well as proactive up selling and cross-selling," Hussain added. Altitude uCI is a platform independent contact centre solution with a universal queue and full blended support for voice (inbound handling and outbound dialling), IVR, email response management, Web collaboration, and Web chat. Since the Altitude uCI suite was deployed at Infocall's contact centre back in October 2004, the outsourcing company has experienced a 70% reduction of waiting times and a boost in first call resolution rates from 38% to 91%.