Call Center services

Kabul Skyscraper Services

Call Center Services

10+
1 +
Call Center operating staff

More than 10 years In Call Center Services

The KSS is specialized in call center services and has been providing effective services to the national and international clients in Afghanistan for more than 13 years. More than 350 Call-Center agents are currently employed in KSS and our company has better knowledge about over all operations of call center and operates effectively to solve critical problems facing call center operations.

KSS knows the specification of Call-Center agent position as well as critical tasks included in their job. Working in Call-Center is like performing in an emergency zone, therefore KSS considers all aspects that are included in Call-Center operations and carry out all activities effectively. We adapt our operation to meet your unique business process requirements as well as your corporate culture. Your dedicated operating team will become a seamless extension of your organization. At KSS, call center department we provide following Services.

Kabul Skyscraper Services
Inbound Call Center

Customer service is the backbone for the Success of every business.  KSS knows what makes a great inbound call center service.  The key to successful inbound service is having customer service representatives who really understand your product or service.  KSS recruits, hires, trains, and manages these professionals for you who have the natural skills to deliver exceptional customer care while generating more revenue for your business. All our call center representatives have undergone a training which covers familiarization with the client’s systems and processes, accent neutralization in an audio or video-based.  Exposure to the job and the environment they are working, whether it is telesales, customer service, order taking, issue resolution, billing inquiry, or customer care, our inbound call center services are seamless and transparent to your customers as an extension of your company. We enable you to augment your customer care expertise, so you can focus on critical activities and enjoy significant cost savings. Some of our inbound call center 

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Call Center Services
services that are available 24/7 are including but not limited to the following
1. Having capacity of receiving maximum load of queued calls
2. Handling calls with the best SLA time
3. Professional Business communication with queued customers
4. Handling customer Claims and Complaints efficiently
5. Respond via IVR
7. Solving customer queries
8. Handling Calls with the Targeted AHT duration
9. Taking Customer Complaint with the key requirements for on time solution
10. Complaint assignment to the concern team
11. Following customer’s complaints with the concern team
12. Cross Selling & up selling
13. Providing different awareness & Information
14. Providing Health Tips to customers
15. Best Scheduling for CC Call Flow
16. Hourly Monitoring of customers queued calls
4. Handling customer Claims and Complaints efficiently
17. Configurable Scripts
7. Solving customer queries
18. Inbuilt Basic CRM
19. Easy to Configure Call Routing
20. Call Center Reports
21. Call Center Training Materials
22. Efficient Training for new clients
23. Weekly or BI Weekly Briefing sessions
24. Client Performance Management
25. Option for customer Satisfaction index
Telemarketing Services

Outsourcing telemarketing services can aid your organization augment your existing customer relationships. KSS is an innovator in outsourcing, can meet all your telemarketing requirements in Afghanistan. We can increase your revenue by effectively closing sales through our competent inbound/outbound telemarketing services and by creating sales force leads.

When you outsource telemarketing services to KSS, we can provide you with insightful information about the unfulfilled requirements, the level of satisfaction and the needs of your customers. Along with this information, we will also provide your organization with strategic ways to address your customers’ issues and enhance customer relationships.

Our wide range of offshore telemarketing services include, inbound sales, inbound customer services, outbound research, telemarketing sales and outbound lead generation.

  1. Cold Calling Services
  2. B2B Cold Calling Services
  3. Real Estate Cold Calling Services
  4. B2C Cold Calling Services
  5. B2B Telesales Services
  6. Teleprospecting Services
  7. Inbound Telemarketing Services
  8. Outbound Telemarketing Services
  9. Telemarketing Consulting Services
  10. List Marketing Services
SMS & IVR voice call Services

We are providing excellent bulk SMS & IVR voice calls broadcasting services to every type of business & organization in Afghanistan. Using our expertise in marketing your services, products & awareness campaign that reach to your correct audience and significantly contribution in achieving your marketing strategy.     

Providing Short code & E1 line

Social media channels

Technical Support
Bulk SMS & IVR voice call broadcasting services:

We are providing excellent bulk SMS & IVR voice calls broadcasting services to every type of business & organization in Afghanistan. Using our expertise in marketing your services, products & awareness campaign that reach to your correct audience and significantly contribution in achieving your marketing strategy.    

Script recording in multiple languages (English, Dari, & Pashto) for IVR call

Script preparing in multiple languages (English, Dari, & Pashto) for SMS

Managing active subscribers list & reporting

Call Management system IT Solutions:

Call Management System (CMS) IT solutions in KSS enables Contact center of companies to efficiently manage inbound and out bound calls and to monitor and analyze every activity and information for the improvement of business processes. Specifically designed for contact center businesses with high Call volume and complex call center operations, KSS Call Center CMS IT solutions help businesses identify operational contact center issues and immediately resolve them can provide companies in the call center industry with a CMS IT solution that includes intelligent call routing for incoming outgoing, and blended communications. This will ensure that calls are quickly and effectively handled based on a company’s unique business rules.

Contact center companies can be given real-time access to processes within their business and reporting and analysis tools that will allow them to monitor programs and identify areas that need improvement to meet performance goals.

KSS Call Center can help you choose the strategies that best fit your company’s needs when it comes to managing your contact center processes. Our CMS IT Solutions include the following.

1. Partnership with premise and cloud-based third party providers.

2. Have Partnerships with International Companies in providing Call Center solutions & Software.

3. Customized CMS solutions based on client’s needs and budget.
Flexibility in the following areas:
Computer Telephony Integration (CTI)
Customer Relationship Management (CRM)
Interactive Voice Response (IVR)
Automated Call Distribution (ACD)
Workforce Management / Real-time Monitoring (WFM/RTM)
Reporting Tools

Our IT solution team are experienced experts who worked in the KSS call center for more than 10 years and are familiar with every IT problem happen in a call center. They fix and manage the problem and run the system in a few minutes without any pause in the call center operation.

Customer Support Service:

KSS has more than 10 years of experience in serving clients across various industry segments. Therefore, we understand the importance of helping every distressed customer who is critical to your brand image. Our customer service support includes

1.Technical Support
2.Remote IT Support
3.Business Process Reengineering Services
4.Retail BPO Support Services
5.Complaint Management Services
6.Toll-free Customer Support
7.Email Support
8.Social Media Customer Support
9.Customer Interaction
10.E-Commerce Customer Support
11.Multi-channel Support
12.Retail Customer Support Services
13.Multilingual Call Center Services
14.Business Continuity Planning Services
Call Center Monitoring:

KSS has been a leading call center monitoring support services providing company from a long time. With a vast team of experts, state of the architecture, and latest software, KSS have served hundreds of clients across the Afghanistan.

Call Center Monitoring Support Services We Offer:

KSS has been a leading call center monitoring support services providing company from a long time. With a vast team of experts, state of the architecture, and latest software, KSS have served hundreds of clients across the Afghanistan.

Call Center Monitoring Support Services We Offer:

1.Audio Monitoring Services
2.CCTV Monitoring
3.Call Quality Monitoring
4.Text Monitoring Services
5.Call Auditing Services
6.Call Quality Analytics
7.Voice Broadcasting Services
8.Content Monitoring Support
9.Quality Assessment Procedure of Calls
10.Agent Training
11.Speech Analysis Services
12.Call Review Services
Our Achievements in Call Center Projects:

Analyzing call center key performance indicators (KPIs) is imperative when assessing the effectiveness and efficiency of a call center. While it is clear to most call center managers and decision-makers that they need to analyze call center KPIs, what is often not so clear is which KPIs to measure and track over time.

Kabul Skyscraper Services (KSS) has diverse & expert management team. They have significant contribution in the achievement of all KPIs set by the client or company on daily & monthly basis. KSS mostly Call-Center agents achieved overhead targets that KPIs are following.

1.Percentage of Calls Blocked
2.Average Time in Queue
3.Average Abandonment Rate
4.Service Level
5.Average Speed of Answer
6.Average Handle Time
7.Average after Call Work Time
8.First Call Resolution
9.Customer Satisfaction
10.Occupancy Rate
11.Agent Absenteeism

Kabul Skyscraper company Services

Beside Afghanistan Institute of Higher Educations, Qala-Fathullah, Kabul, Afghanistan
(10am - 05 pm)

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