Contact Centre

drias Transnat is passionate about providing excellent customer service. We are able to handle contact via voice, e-mail and web-chat utlising the latest contact centre technology. We employ a skills-based routing system to ensure the contact is handled in the most effective manner. The use of Workforce Management technology enables us to manage resources and allocate customer contacts efficiently. Utilising this technology for our staffing matrix allows for 40% volatility with zero impact on service standards. Drias Transnat utilises the following to exceed partner expectations:

• Real-time call monitoring
• On-screen access to client data
• Online product and business rules reference library
• Immediate assistance from a supervisor, if necessary, through an 'agent assist' system
• 100% call recording
• Formal quality monitoring and audit program
• Industry-leading retention and reactivation programs
• Comprehensive training and assessment programs
• Multi-lingual call centre representatives