Customer care
We take care about your customers
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About service
Opportunities and benefits
What could be expected?
Process of providing service
Communication channels
Who use the service?

About service

Expanding business means a growing number of customers which could entail longer working hours as well as covering more of a foreign market – all of those areas require additional functions when supporting your clients. Working with us would enable you to provide faster and more efficient customer service, our support would cover all personnel related areas as well as modern technical decisions; it could even reduce the expenses. Meanwhile you would be able to concentrate more on expanding your business. Before we start providing our service, we thoroughly research and analyse the specifics of your company, its preferred approach towards service and business in general, provide our staff with regular training sessions, prepare technical decisions. Your clients will have an impression that they always deal with a very professional customer service department at all times. 

Opportunities and benefits

Benefits and outcome of outsourcing. Is it worth dealing with all aspects of customer care only yourselves? Very likely, you could invest that time and energy to what is the foundation of your business. There are evident advantages of partnership with us

You can concentrate to your core business

You should pay most of your attention to business expansion and searching (or be on a look out) for new opportunities whilst we take care of the daily duties such as providing the customer service 
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If you use Telenordi service
All the following demand a lot of investments: personnel, customer care processes, various technical decisions that guarantee a professional service at all times and in all languages required. It is necessary to always be on top of things such as a constant involvement of managers as well as staff recruitment, regular training in order to maintain a high quality service. You should pay most of your attention to business expansion and searching (or be on a look out) for new opportunities whilst we take care of the daily duties such as providing the customer service.
If you have customer care service internally
Customer service is an area that consumes a lot of money as well as time. It is crucially important to maintain a good selection of employees and frequent training, observation and assessment of different service quality indicators, to make technical decisions – be up to date with phone calls, e-mails and also be able to provide service outside working hours and in different languages. When the customer care team is small, the company is highly dependent on reliability of members of staff, so if one of them calls in sick or is absent with a very short notice, the company has to find a replacement very quickly which usually isn‘t easy. The general consensus is that an internal person is the best replacement but our past experiences proved that an external company, if carefully selected, can provide someone just as efficient.  
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Your customers can receive service outside working hours

We provide service in Lithuanian, English and Russian languages 24/7 and other languages - during the standard working hours 
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If you use Telenordi service
We can provide service anytime you need us to – whether it’s during the regular working hours, late evenings, at weekends or even full 24 hours a day. Longer service hours increase customer satisfaction which would provide you with a competitive advantage. We understand how challenging it is taking care of clients outside the working hours and that’s why we can do it for you. 
If you have customer care service internally
To provide good quality service requires a large number of personnel, investments and a constant staff management. Finding and retaining people willing to work outside the standard working hours often causes a lot of difficulties which also means a constant rotation. The company is responsible for organising staff rotas, transport for members of staff that do late hours, their safety. It is also necessary to have a reserve person from administration department so that you always have someone to turn to immediately in case of an emergency. As we provide service 24/7, we always have staff ready to operate and this would cost you evidently less. 
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We take care of personnel

Providing service during regular or non-working hours requires a big team and a constant management
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If you use Telenordi service
We cover all aspects of finding the right people to work for you – advertising vacancies, interviews, checking references, other verifications if necessary, preparing contracts and amending them when need be. Our team consists of motivated and driven by your company’s success individuals. We’ve developed commissions oriented annual bonus system, which is a great incentive for them to push your business with their overall efficiency.
If you have customer care service internally
Finding and retaining the right staff requires a lot of money. It takes a lot of time to find right people, it is exceptionally difficult to find the replacement when you have to and, in addition, it is very expensive. Once a holiday period begins, it causes additional stress over finding someone to cover the absent members of staff and as a result your customer service as well as the entire business might stagnate. It is very important to keep up with the salaries of a current market as well as engage with different motivational approaches, provide incentives. 
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Serve your customers in their native language

Provide service to your customers in English, Russian or Lithuanian languages 24/7 and Latvian, Estonian, Polish, Finnish – during the working hours in those countries
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If you use Telenordi service
We provide service in Lithuanian, English, Russian, Latvian, Estonian, Polish and Finnish languages. Most of our personnel that provide a service in languages listed above are native speakers. We’ve got many members of staff that speak English, Lithuanian and Russian, and a few that are the native speaker s of the remaining languages. A wide range of options puts you in a market as a very accommodating service provider which increases customer satisfaction. Your accessibility via phone or e-mails in most languages required will build  great trust of your clients which will put you as a strong competitor in the foreign market. 
If you have customer care service internally
It is rather difficult to find the right people for the job and even more challenging to discover the ones that can speak other languages than English. Once there is an overall lack of skilled employees the risk of being short staffed is very high and even if replacement is found high standard can’t be guaranteed. People that know other languages well are aware of being in high demand and therefore expect higher salaries as well as more attention and care from the management. Once there is more interest in foreign markets, there is more incoming calls and e-mails and it can get more difficult to maintain a high quality service. Managing your personnel could prove to be even more challenging when you and your clients speak in different languages as regularly monitoring incoming calls and e-mails would be impossible. 
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We control staff risk assessment

We take care of staff replacement and prevent any interference with your customer service
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If you use Telenordi service 
We guarantee the consistency of the service provided to your customers at all times. Regardless if there is an absence due to sickness or other reasons we operate as we are expected to. We have a big customer service team and there‘s always at least few members that are dedicated to the needs of your clients. Every process we practice is thoroughly thought through, so we always feel fully prepared to provide a consistent service. 
If you have customer care service internally
The absence of your employees because of sickness or due to unforeseen internal changes can severely interfere with the consistency of service your customers receive which would affect the quality. It takes time to find suitable specialists as well as once found to prepare all the necessary information and other materials for training new staff. 
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We guarantee the effectiveness of staff, high indicators and quality of service

Our aim is to manage well our staff, increase their efficiency, improve the quality of correspondence
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If you use Telenordi service 
We have thoroughly thought through and propose different organisational processes and technical tools as to how to control the customer service consultants working with your project – keep high standard of phone conversations and emails. We are fairly demanding when it comes to the quality indicators which are regularly observed and acted upon when needed. Conversations with clients are judged by the following quality evaluation criteria: the manner and tone of speech, competence, comprehension of the issue, its evaluation and ability to provide an appropriate solution as well as practice of required processes. We will regularly keep you up to date on the quality of correspondence, service indicators, any amendments we took on ourselves to improve the situation. 
If you have customer care service internally
It is essential to observe and manage the work of the consultants. This costs a lot o money and requires a constant involvement of the head of customer service or even the general manager. It is not easy to retain the high quality of conversations at all times and keep the service at a high standard. Assessing the quality of incoming calls and other service indicators requires certain technical decisions and facilities. Experience in effective management of the consultants and ability to motivate them is crucial.
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We raise the qualifications of our personnel

We constantly assess the quality of service provided by our consultants in both areas phone and emails. We train them when additional skills are needed
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If you use Telenordi service
We dedicate a lot of time to educating and training our members of staff. We listen to their phone conversations every week, assess their quality according to a number of different criteria and eventually provide a constructive feedback along with ability to improve weaker areas. The exceptional attention is paid to the quality of correspondence at the first stages of a project. All information gathered is thoroughly analysed and then discussed in meetings where the main purpose is to always improve in order to provide the best service possible. We possess a lot of experience in a wide range of different fields, working on projects of a very different nature. 
If you have customer care service internally
Staff training requires investments and not just financial – you need a certain knowledge, constant attention and involvement of managers. Even more is required by less experienced employees that are new in a field. Assessing quality of conversations and correspondence of new members of your team demands special systems. You need a customer service managers or general managers to be very hands-on if you wish to retain the high standard of customer service. It is very difficult to compare yourselves to anyone else if all your processes are carried out internally whereas we are able to see the full picture. 
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We provide a functional telephone system, all telecommunications

You may access different service quality indicators and to the call recordings and a wide range of other technical opportunities
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If you use Telenordi service
Allow your customer choose from a variety of different services – whether it‘s the type of issue they need to talk about or the language they require – it is all possible through our interactive voice response system (IVR). Through the same system you have an ability to inform them about your working hours and book an appointment with a consultant. All conversations are recorded and records kept for a long time. We use automatic greetings for the customers and provide them with national and international phone numbers if needed. 
If you have customer care service internally
Investing in telephone system is inevitable – its technical maintenance, internet connection etc. It is essential to provide your staff with telephone equipment and it always needs to be up to date.
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We use advanced system to serve your emails and internet chat 

It‘s the system where email, phone and online facilities are connected to the same net which enables  effective communication
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If you use Telenordi service
We use Kayako Fusion IT system. It is one of the most advanced and efficient Help Desk systems in the world used by such giant companies as General Electric, Peugeot, NASA, FedEx, Walt Disney, Nintendo etc. Opportunities: all information to do with your customers is in one place; an exceptionally efficient with a wide range of functions communication channel is available for online support; an extremely convenient communication between the Telenordi personnel and your employees; customer self-service portal; secure remote assistance to connect to client‘s or other user‘s computer; advanced system of prioritising, categorising and filtering emails which helps to increase the quality of customer service and overall management; knowledgebase can be integrated into your website.
If you have customer care service internally
For communication via emails to be effective, each one of them has to be answered on time which may require more staff. If there is a demand for online support additional expenses will be required to employ new members of staff as well as other necessary resources for communication via this channel.
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We provide a work place and motivating environment

You could save some money on work place and implementation as well as maintenance of technical infrastructure
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If you use Telenordi service
We take a full responsibility of a work place which entails an office, ergonomic furniture, computers, telephones etc. This requires a lot of investment. You receive a service that includes everything you can possibly think of. When recruiting someone for a position in customer service it is clear that a person needs to be social and enjoy interacting with people. Unfortunately, employees intend over time to become complacent and these characteristics fade away. Bearing that in mind we do not let those qualities cease. We maintain the motivation and passion of our employees by organising regular training sessions, trying to make their work as interesting as possible and providing the bonus system that works as a great incentive. 
If you have customer care service internally
Setting up an office by ergonomic standards requires a lot of investment. It is important to create and maintain this environment – which would include looking after the office, furniture, all the computer equipment and relevant operational systems.
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What could be expected?

Experienced and motivated team

The team dedicated to you consists of: project manager, manager of customer service, consultants. Experienced and hard-working

Reduction of service expenses

You are most likely to save money when outsourcing customer care. And without any compromise on quality

Preparation and research thoroughly

Before going ahead with your company, we analyse the specifics of your service, different processes, start intensive training with our employees

Description of business processes

We carefully analyse the processes of your business. This enables us to understand your business better as well as serve your customers more efficiently

High service level/SLA

We guarantee that the number of answered e-mails and incoming calls won‘t drop below the expected standard

Information security guarantee

We have very strict information security standards, processes, confidentiality contracts, advanced IT systems and we regularly train our staff on this matter

ISO and other high standards

We are about to finish implementing management system ISO 9001 and information security system ISO 27001, also Balanced Scorecard System, Lean

Modern technical solutions

We will take care of all advanced technical solutions in relation to customer service via telephone, emails, online support and social networks

Process of providing service

1
Audit of current situation
Audit is a process, carried out at your premises by our specialists. During this process they evaluate different procedures such as customer service, its specifics, the time frame for each task completion, FAQ, technical and telecommunication issues, how distribution of different inquiries takes place – what are your priorities and if always the delegation is operated according to the right competence. Then we provide you with a feedback along with some recommendations as to how to achieve even more effective customer service, what best procedures should be applied and in what order.
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Processes, preparation of information about service
Preparing processes is part of the training as it has a detailed introduction of the specifics of your business field. Once managers are allocated we introduce them to the rest of the staff and provide guidelines for how the problems should be approached and what procedures should be applied. Processes are drawn on electronic space (Google Form) which later can be improved by both parties – Telenordi and your company. Additionally created processes are put into Kayako system and easily accessed by the specialists working on the project.
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Personnel training
We pay an exceptional attention to the training of our staff. Firstly, the selected employees are introduced to all information concerning the particular project, then they are shown the processes for providing service. Depending on the complexity of information and procedures, the training can be done few times. Before starting customer service, we carefully test the knowledge of our members of staff. We provide further training and development if needed.
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Implementation of technical decisions (upon request)
We set up Telenordi telephone line according to your needs: we create the order for project calls and distribution between our consultants, set up interactive answer machine – IVR for information announcements and for selection of different functions we provide. This is very important outside the working hours. We set up Kayako system which is dedicated to the service via e-mails and internal communication between employees. If there is a need, we can implement systems that register unanswered emails. All there is left to do at this point is to redirect your numbers to Telenordi and inform your clients about the new numbers provided to you by us. We can also create a communication line between Telenordi and your personnel via internet. 

Communication channels

We provide multi-channel and integral customer care service

Phone calls

We use advanced telephone system for inbound and outbound calls

Email

We use multi-functional Kayako system for effective support of your emails

Internet chat

Proactive and regular internet chat for better access 

Self-service portal

Kayako self-service platform for your customers and our internal communication

Who use the service?

E-commerce

Information about goods, services, orders, delivery, payment terms, refunds, discounts, guarantees

Bookings online

Customer support for bookings, payments, clearance, changes, check-ins, return, additional services, claims 

Insurance

Event logging, assistance with payments, consulting about insurance services

Retail

Order fulfillment, after sales support, discounts, guarantees, claims, loyalty programs, quality line

Telecommunication service providers

Information about services, additional services and abandonment of service disruptions registration and escalation payments, quality line

Finnace services

Information on existing and additional services, their suspension, payments, problem escalation, quality line