العملاء

1 Highway to English

Highway to English is an online teaching academy that consists of 3 separate educational entities, each entity is specialized in a specific field and each serves a certain age group.

With the help of our contact center team, Highway to English was able to:

  • Provide better customer care services for each student.
  • Improved calls efficiency and clarity.
  • Keep the academy financial status in check.
  • Ease the enrollment & class scheduling procedures.

Achieved KPIs

  • Increased customers’ satisfaction level to 4.75.
  • Help the academy retain existing students and gain new ones.
  • Improved ROI up to 600%.

 

Status: Ongoing project.

Sbitany & Co.

Sbitany & Sons Co. is the industry leader in the retail and wholesale of electrical home appliances in the Westbank and Gaza.

With the help of our contact center team, Sbitany & Co. was able to:

  • Meet more customers’ requests daily, via both emails and phone calls.
  • Provide better maintenance and customer care services.
  • Increase sales in different selling points.

 

Achieved KPIs

  • Reduced calls waiting time, from 180 seconds down to 10 seconds or less

  • Decreased average number of unanswered calls, from 25% down to 2%

  • Shorter call duration, from 5 minutes down to 3 minutes.

 

How The Above KPIs Helped Sbitany?

By decreasing the likelihood of the following happening:

  • Encountering busy customer care phone lines.

  • Coming face to face with an angry customer at a selling point.
  • Customers having to make second phone calls to reach technical support.
  • Emergencies happening on a large scale.
2 La2ta.com

LA2ta is an online platform specifically designed to serve the Palestinian population with the most comprehensive online shopping experience. With the help of our contact center team, La2ta.com was able to:

  • Grow the team to meet the increasing user demand during the corona lockdown period.
  • Increase sales via social media, phone calls, and emails.
  • Improve the after-sales follow-up process with each customer.
  • Gain Facebook’s green mark for quick responsiveness.

Achieved KPIs

  • 70% purchase completion from incoming orders.

  • 50% Reduction in canceled orders.

  • Increased Response Rate to 100%.
  • Decreased average response time to 8 seconds.

Status: Ongoing project.

3 Ooreedoo

Ooredoo Palestine is one of the two mobile network operators in Palestine, founded in November 2009

With the help of our contact center team, Ooredoo was able to:

  • Make a smooth introduction to new services.
  • Detect the flaws driving customers away in certain services.
  • Conduct Surveys to improve the company’s services.
  • Improve the quality of technical support and customer care solutions.
  • Answer more customers’ queries and questions.

Achieved KPIs

  • Improved calls efficiency rate to 98%.

  • Smooth launch of 3G services in West Bank & Gaza.

  • Decreased average call handling time to 101 seconds

Status: Ongoing project.

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