Customer retention has emerged in recent years as a more important business focus area than customer acquisition. Changing customer demands are also driving businesses to ensure a seamless and unified customer experience across customer interaction channels. Forrester data from 2017 has uncovered that 72 per cent of businesses list customer experience improvement as a top priority.
To address this and disrupt the status quo, the Callix contact centre offering is a subscription-based, off-the-shelf solution with packages available from as low as AED799 per month, giving customers the ability to set their own process and engagement parameters such as availability timings, agent script, process escalation, and value-addition. With 120 agents at the Dubai-based start-up, the Callix contact centre is equipped to handle inbound and outbound engagement contracts, and the custom-built software enables the contact centre to feed data back to the client, for actionable business intelligence on customer demands, key issues, outlet performance, stock planning, and more.
Arif Saiyad, Founder-CEO, Callix, said: “Customer engagement today is undergoing significant change, and while there are new channels constantly being added, we are taking the lead in enhancing the power and potential of the traditional, and arguably most popular, voice-based interaction model. Our commitment towards transforming this offering – and effectively disrupting this industry – is the elevation of customer happiness capabilities of businesses at the small and medium end of the spectrum.”
With a comprehensive and customizable solution, Callix intends to improve SMEs operations and prospects by ensuring that all calls are answered, and no opportunity lost. Capitalizing on human interaction instead of impersonal digital personas, businesses can ensure quicker answers, accurate solutions, strategic up- and cross-selling – all key drivers of customer happiness and repeat business.
Callix has a multilingual team of capable agents on board, available 24/7, and eliminates the need for businesses to recruit, train, and maintain their own customer interaction agents and department. Subsequent expansion phases will see Callix explore customers and presence in key regional markets such as Saudi Arabia and Egypt, among others.
Arif Sayed added: “At Callix, we believe that the world needs to change its perception about SMEs and their potential for growth and, in turn, their ability to contribute towards the overall performance of the economy. Supporting the development of businesses from the micro-market stage, by providing solutions relevant to their needs, will go a long way towards developing this segment, and potentially laying the foundation for the next wave of global businesses from the Arab world.”