Call Center - Serving Customers Worldwide 24 hours a day, seven days a week.

Tefina is committed to delivering exceptional quality service and world-class customer management with each and every client that we deal with. We are a company that has invested heavily in state-of the-art technology, process expertise and effective and integrated training. Our continuous investment in human intellectual capital and innovation in training practices have allowed our qualified professionals to be a cut above the rest. Our call center will help your business capitalize on every opportunity and improve the customer experience.

We offer multi channel support solutions utilizing our certified call center executives which include Phone, Email, Web Chat and Self Help Tools.

	Technology Assisted Marketing (TAM) Services
	Value Based Customer Service (VBCS) Solutions
	Profitable Collections Management (PCM)

TAM (Technology Assisted Marketing)

Here's how it works:

	The process begins by quantifying the potential market.
	SIC codes of the groups most likely to have an interest in the offer and representatives of pre-approved states are identified and the total number of business is calculated.
	The cost of acquiring the database is fixed.
	The data is massaged into a series of "virtual lists" each representing a "test list" for benchmarking purposes.
	Test lists of approximately 5000 names are contacted during each test phase and presented with the "offer", and a rate of acceptance is established.
	During testing, we receive invaluable feedback about the public's receptiveness to the product, which include branding, "hot" buttons, and objections.

Value Based Customer Service (VBCS)

Our Value Based Customer Service Model is responsible for delivering remote customer contact management over the entire customer life cycle, from pre-sales to service fulfillment.

This would include all customer contacts over electronic and non-electronic media, excluding face to face customer contact.

The contact center would act as an 'outsourced' vendor to a remote client, providing customer contact services to its various lines of business and SBUs. This helps ensure uniformity and quality of service, optimization of costs and technology utilization across all customer facing business processes.

There are 3 major objectives of implementing a robust VBCS strategy:

	Creating Customer Loyalty - Increased customer retention or ensuring long-term and repetitive purchases.
	Serving target customers on an individual basis by providing a single consistent view of the company to the customer in all interactions.
	Eliminating barriers and distortions created by intermediaries within the channel between the client and the consumer.

Implementing VBCS is comparable to going back to the old way of doing business - one customer at a time, but for millions of customers.

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PCM (Profitable Collections Management)

Another unique service offered by Tefina, which allows clients to overcome one of today's major obstacles to profitability - Bad Debt & Effective Collections - is Profitable Collections Management.

While you maintain the relationship with your strategic customers, which our experience has shown are comprised of 20% of your top clients Tefina manages the balance 80% of accounts that cause most of your collection issues. Research shows there are two main factors which inhibit the conversion of receivables into cash:

The single most important factor is age of debts. Accounts deteriorate at an average rate of 10% per month and bad checks deteriorate at an average rate of 25% per month. The second factor is the priority debtors place upon the payment of the bill, the lower the priority the lower the commitment to pay.

Our experience has positioned us in a manner that we understand business cultures around the world and are well organized to provide international debt collection services across continents.

Tefina's highly-skilled representatives proactively follow up on accounts to resolve disputes and deduction issues, reconcile receivables and ensure that accounts remain current. As such, Tefina becomes an extension of your Accounts Receivable department, seamlessly integrating our system into your existing process and increasing cash flow.
We develop a customized treatment cycle for managing your receivable portfolio, integrating with your processes of phone calls, faxes, letters and emails to follow up on your accounts both prior to and after the due dates. Service Level Agreements (SLAs) are developed to ensure we meet your quality standards.