ABOUT THE PARTNER
About Flexitelco
flexitalco is a service-oriented company specializing in customer engagement and call handling. For them, efficient call management is more than just support—it’s the backbone of their business. With hundreds of daily interactions, they needed a reliable system and a trusted partner to ensure smooth communication with clients.
Our Role
At ASBSTECHS, we partnered with Flexitalco as a long-term technology and operations provider. Beyond supplying tools, we took full responsibility for designing, implementing, and maintaining their entire call management system.
- Assessment & Planning:
- Conducted a detailed review of existing call workflows.
- Identified gaps in call handling, escalation, and reporting.
- Designed a roadmap for implementing a robust cloud-based system.
- Assessment & Planning:
- Deployed a cloud telephony solution with IVR, automatic call routing, and voicemail handling.
- Integrated the call system with Flexitalco’s CRM to log every call and track customer details.
- Set up real-time dashboards for management to monitor call performance.
- Team Training & Virtual Staffing
- Provided dedicated virtual employees trained in customer service and technical handling.
- Developed standardized call scripts to maintain a consistent, professional tone.
- Established a quality assurance process with regular call reviews and feedback.
- Monitoring & Maintenance
- Implemented 24/7 monitoring to prevent downtime and call drops.
- Provided ongoing technical support to keep the system updated.
- Generated regular analytical reports on call volumes, peak times, and agent performance.
- Solutions & Deliverables
- Fully functional cloud call management system with seamless CRM integration.
- Virtual customer service team managed and trained by ASBSTECHS.
- Automated call routing to minimize wait times.
- Dashboards and reports to track KPIs including call duration, missed calls, and customer satisfaction.
- Continuous system monitoring and improvement for reliable operations.
