The quality of

contact center

signifies value of your business

About Terrabit

Terrabit is a group of experts in contact center system as well as web-based software development, who challenge those conservative vendors in the market with innovative technologies that are customized to right solution. We provide full range of contact center solutions that cover all kind of business, no matter a scale of large, medium or small organization you are. We help our customer maintain and continuously improve superior end-to-end service for their customer, and provide enterprise-class contact center solutions for insurance, airline, retails, financial services, and helpdesk.

or Download Our Profile (PDF)

read more

Our Belief

Practically Positive

More than a decade we are in contact center industry where trends and technologies are challenging and fast pacing. We have been coped with many problems occurred naturally in contact center environment, and realized that they are neither problems nor obstacles. They are just a step-by-step procedure to accomplish a professional contact center.

“Success is not final, failure is not fatal : it is the courage to continue that counts.”

— Winston Churchill

back next

Our Belief

Grow Together

Terrabit believe in performing and growing as a team to achieve our vision. We help others and take help from others to ensure common success is a way of life. Being a well-synchronized team, we place trust in the capabilities in our peers and strive to earn their trust as well.

“Individual commitment to a group effort — that is what makes a team work, a company work, a society work, a civilization work.”

— Vince Lombardi - Head coach of American Football

back next

Our Belief

Be Customised & Innovative

It is a concept we strictly apply to all solutions to our particular customer. We are committed to provide an innovative and customised solution so as to derive a better way of managing and processing customer interactions for our clients. We dare to think beyond those conventional offerings and feel more than pleased to carve a niche for ourselves.

“It is always safe to assume, not that the old way is wrong, but that there may be a better way.”

— Henry F. Harrow - American Psychologist

back next

Our Belief

Be Sincere

Sincerity is our culture. It is a basic rule of a great living and success working. We found that it is much easier to live on and manage everything with a simple, crystal-clear mind that is set with righteous objectives. Most of complicated problems on earth always derive from hidden objectives and illusive actions, which create more complexity and severity of problem. So we adhere to the belief that being sincere to everything, and then we simply reach a goal with fewer problems, less headaches, and earn more in virtue.

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.”

— Douglas Adams - English Writer

back

A Success Pyramid

It is our pleasures to share our belief in accomplishment of professional contact center, which is accumulated with our insightful understanding throughout experiences for over 10 years.

Top Management Report Supervisor Agent System & Solution Site & Location

Top Management

  • Top management must know what they aim for their contact center and their customer; know about the behavior of their customer, and the business they are in. This is basic qualification of being top management of contact center.
  • With the insightful understanding of business requirements and know-how to operate contact center in regards to their business nature, top management is able to communicate and
  • co-ordinate with IT department to select the right solution, right tool, and right system for their operation. Without such factors, they not only tend to waste their investment, but also lose their business forever.

Report

  • Basically, statistic reports are the most crucial. The best statistic reports derive from intelligent and thoughtful design of end-user application, as well as the unified platform of contact center system.
  • Business Intelligent tool is helpful for management to create analytical reports. However, the analytical reports will never be developed unless the contact center’s objectives and goals are set up, and used as an original tool.
  • Good reports are possibly few in use. Just make sure that the data are accurate and well analyzed, and then it is manager’s responsibility to review and respond. No use to have hundred reports but no one is in charge to work on them.

Supervisor — The filter of real problem

  • Supervisor must have excellent skills in coaching, troubleshooting, and monitoring.
  • Supervisor must have excellent comprehensive in company’s KPI, and strictly adhere to company’s rules, and business rules. This ensures that any issues that keep happening over such tiers are somewhat management people should not take them for granted.
  • They are required to be self-convincing, motivating, and highly emotional quotient, as they are among the discouraging situation everyday. Yes, we are talking about the classic issue of contact center management — high rate of staff turnover.

Agent — The most difficulty for management to control change and error

  • Agents must be engaged and positive to their career. Compared to other job in your company, agents in contact center are monitored their performance more seriously. The more intelligent system we have for monitoring their performance, the more pressure we put on users. So they need to understand the advantage they can gain for being monitored, and motivation courses are required as often as possible.
  • Agents must be skillful. The training in business skills and morality are necessary for agents. The more skills they have, the better image of your organization they publicize. Of course, they are your representatives!

System & Solution — The critical tool of management to monitor and optimize agent performance

  • System must be reliable, complicated functions and intelligent features: whereas; user’s friendly interface
  • System must be designed to serve user’s fundamental needs, and apply technology at critical junction
  • Solution must be aligned with your type of business and the core function of the contact center. The security concern on the customer database is another crucial factor to determine which solution best suits your contact center.

Site & Location — The fundamental tool of management to easily handle recruitment and reduce high rate of staff turnover.

  • Location must be located nearby transportation hub, food markets, and apartments. It is much easier to recruit staffs to join your contact center. As you may know, the most headache problem of contact center management is high staff turnover. Unless your solution is on cloud where agents can stay connected from anywhere.
  • Site decoration must be designed with an awareness of security, and with a concept of relaxing as well as refreshing atmosphere.

Terrabian

CO-FOUNDERS

Nutthadit Thitatiraroj Managing Director

“Dream, Think, and Do it. Today!”

Nutthadit Thitatiraroj Managing Director
Metanyakarn Chanonmatchakarun Deputy Managing Director

“The truth is nobody is perfect. It doesn't mean we cannot dream for perfection and make it happen.”

Metanyakarn Chanonmatchakarun Deputy Managing Director

LEADERS

Eagarin Chitramaikul Software Development Director Intelligent Software Solutions

“Standard is a guideline that needs an update.”

Eagarin Chitramaikul Software Development Director Intelligent Software Solutions
Withaya Panichpreechakorn Project Management Director Project Management

“You cannot expect on me. I am beyond that.”

Withaya Panichpreechakorn Project Management Director Project Management
Kamalas Tanakornpukdee Senior System Analyst Project Management

“With no limit we can achieve in whatever we believe.”

Kamalas Tanakornpukdee Senior System Analyst Project Management
Raveewan Kasemsukabot Lead Developer : CRM Intelligent Software Solutions

“Some stairs are not only for steps. They are for jumps, too.”

Raveewan Kasemsukabot Lead Developer : CRM Intelligent Software Solutions

MANAGERS

Sombat Srirod Offshore Manager Business Support

“I crave for consistency in whatever I am engaged.”

Sombat Srirod Offshore Manager Business Support
Nidchpapha Wiratpokee Project Manager : CRM Project Management

“Things are always in need of improvement, at any level, any time.”

Nidchpapha Wiratpokee Project Manager : CRM Project Management
Nanthida Iamsri Lead administrator Business Support

“The best player is the one who is ready to play for any position. ”

Nanthida Iamsri Lead administrator Business Support
Chatree Yosnak Project Manager : Enhancer Project Management

“Break the rules sometimes become positive.”

Chatree Yosnak Project Manager : Enhancer Project Management

DREAM TEAM

Apichat Tinnakornsrisupap Senior Programmer : CRM Intelligent Software Solutions

“Explore it. What you see is not what it is, perhaps.”

Apichat Tinnakornsrisupap Senior Programmer : CRM Intelligent Software Solutions
Golf Pomsoong Senior Administrator Business Support

“Good plant is able to grow no matter what, where, and when. ”

Golf Pomsoong Senior Administrator Business Support
Pornaree Khwanthong Workforce Management Manager Project Management

“The fact that the barrier is a prototype I am capable of. When a heavy obstacle is gone, leaving behind is our success.”

Pornaree Khwanthong Workforce Management Manager Project Management
Takrit Naungniyom Operation Manager Project Management

“Leadership in born or made is not a matter. It is matter to behave that.”

Takrit Naungniyom Operation Manager Project Management

"We have more crews but cannot display all on this website. Please come to visit us and witness how cool we are. Of course, it is not only numbers but performance."

Our Services

Turnkey Implementation

Either you are new or experienced user, Terrabit is available to help you project manage and fully implement a contact center on a turnkey basis, which includes...

  • Site preparation and modification as required
  • Infrastructure deployment
  • Customized furniture and telecom connectivity
  • Implementation of a world-class contact center that improves efficiencies with minimum cost and effort

Let Terrabit help you avoid the common pitfalls and costly mistakes surrounding technology and implementation. With our insightful consultant, both business and technical, we are there to implement and help you use those components in cost effective and practical ways.

learn more

Facility Rental

This solution is suitable for a company that prefers to concentrate on the core business, have owned practical agents who are ready to work, and requires experts to help manage everything on the rest of contact center components.

Terrabit is available to turn your wish comes true, if you are looking for a ready-to-move in contact center operation site with following ideal qualifications;

  • Perfect Site Location
  • Perfect Environment & Equipment
  • World-Class Contact Center System by “ASPECT Unified IP”
  • Intelligent & Customized Front-end Application for End User by “MAXAR”
  • Professional Technical On-site Support
  • Other Facilities
learn more

Outsourcing

Terrabit provides the highest quality service in the contact center outsourcing industry. We work closely with our clients to develop custom contact center solutions designed to meet their unique contact center needs. Applying our experiences, superior technology, sophisticated analytical techniques and professional team, we work with you to ensure the highest possible return on your investment.

Outsourcing Service Features

  • Dedicated team including a Client Services Manager, Project Manager and Senior Supervisor
  • Real-time Reporting
  • Anytime monitoring, Supervised or Blind
  • Full access to all staff and data upon request
  • State-of-the-art equipment, technology and software [ASPECT Unified IP]
  • Sophisticated technical programming, Contact Management Software, CRM [Maxar].
learn more

Turnkey Implementation

Are you tirelessly keeping up with the daily work of running the business and maintaining performance levels? If yes, how do you spare your time for exploring in-depth options to improve operations and keep up with ever changing technology?

Are you considering an investment on contact center implementation, and questioning on criteria of vendor and solution selection?

Either you are new or experienced user, Terrabit is available to help you project manage and fully implement a contact center on a turnkey basis, which includes...

  • Site preparation and modification as required
  • Infrastructure deployment
  • Customized furniture and telecom connectivity
  • Implementation of a world-class contact center that improves efficiencies with minimum cost and effort
back next

Turnkey Implementation

Cost Advantage

Sound business practice is not just about having the latest and greatest technology, but implies having practical technology tools that provide a cost effective, sustainable method to reach your business objectives. We leverage practical experience and best practice solutions to keep your strategic goals at the forefront and to ensure that it is worth your investment.

Proper Design & Implementation

The right solution should increase customer satisfaction and improve the bottom line. However, if the selected technology and application are not right solution, not implemented correctly, or properly integrated with legacy applications, your contact center is failed at the start.

Let Terrabit help you avoid the common pitfalls and costly mistakes surrounding technology and implementation. With our insightful consultant, both business and technical, we are there to implement and help you use those components in cost effective and practical ways.

back next

Turnkey Implementation

Enhancement Applications

Any world-class contact center system needs customization. We believe it has something different in every contact center even in the same business. The requirements on system facility component are based on the particular culture, nature, and characteristic of the organization. With our practical experiences throughout a decade in contact center business, we realize that it is our responsibility to develop a ready-to-use add-on application that is intelligent and fulfills customer’s requirements on system functionality with less or zero additional charge and none of extended timeline. This distinguishes Terrabit from other ASPECT local partners and those CRM software developers in the market.

back

Facility Rental

This solution is suitable for a company that prefers to concentrate on the core business, have owned practical agents who are ready to work, and requires experts to help manage everything on the rest of contact center components.

Terrabit is available to turn your wish comes true, if you are looking for a ready-to-move in contact center operation site with following ideal qualifications;

Perfect Site Location

  • Very accessible and conveniently reached through public transport [Very important factors to consider especially for recruitment and hiring]
  • Serviced Apartments and Condominiums are nearby and range from cheapest to moderate rental fee. [Majority of agents / staffs are not city-born, as a matter of fact.]
  • Foods & Beverages are around the corner, range from street foods to 5-stars restaurants
  • General vicinity and immediate streets don’t flood
  • Police and fire station is 400 and 900 meters away, respectively

Perfect Environment & Equipment

  • Relaxing whereas Refreshing atmosphere [Agent’s job is quite tough; high pressured, high performance, and high productivity. The good atmosphere is another basic tool for management to recruit as well as to motivate agent, which results in staff turnover reduction.]
  • High performance, Practical, Always-New and Perfect condition equipment; Headset, Computer, Hard Phone, and Office Facilities This factor helps increase performance and productivity.]
  • Agent Work Station is designed with noise control and modulation, as well as workplace ergonomics in mind
  • Extended side partitions to add as an additional physical barrier to impede noise transmission
back next

World-Class Contact Center System by “ASPECT Unified IP”

  • Features inbound and outbound calls
  • Mixed call handling
  • Interactive Voice Response [IVR]
  • Computer Telephony Integration [CTI]
  • Automatic Call Distributor [ACD] with Intelligent Routing Rules
  • Outbound Call Management [Auto, Predictive, Precision, and Preview Dialing]
  • Call Recording System and Quality Manager
  • Voicemail Box
  • Email, FAX, and SMS Gateway Integration
  • Web Chat & Social Media [Facebook, Twitter, Pantip] Active Tools
  • Real-time Quality Assurance
  • Real-time Monitoring

Intelligent & Customized Front-end Application for End User by “MAXAR”

  • Web-based Application with “Very” Friendly User Interface
  • Features inbound & outbound transaction
  • Support multi-channels activity; Phone Call, Email, SMS, Fax,
  • Walk-in, Social Media
  • Seamless integration with ASPECT solution
  • Single Assessment to Voice File on basis of Customer Profile, Agent, Timeline, Sales Result, Call Result, and Call Type
  • User Authentication, Security Level Management
  • Knowledge Base Management
  • Message Broadcast Tool
  • Workflow Management; Automated Case Escalation
  • Customer Management Module
  • Case Management Module with enabled SLA configuration
back next
  • Full-loop of Sales Management Module specialized in...
    • Life Insurance
    • Non-life Insurance
    • Motor Insurance
    • Credit Card / Personal Loan
    • Retail Business with Registration Process
  • Sale Approval Module - Seamless workflow between agents and back-office
  • Dynamic Templates for New Product Set-up
  • Campaign & Lead Management Tool for Manual mode
    • Query & Filtering
    • Variety of Assignment Rules on Manual mode
    • [Average, Custom, Pooling with detailed features]
    • Multi-products selling support
  • Standard Statistic Reports & Customized Analytical Reports

Professional Technical On-site Support

  • Dedicated ASPECT Certified Engineers support
  • Dedicated Maxar Software Engineers support
  • Service Hour start from 08.30 a.m. to 10.00 p.m.
  • Voice File and Data back-up

Other Facilities

  • Multi-tenant or Isolated servers for data security [Upon your preference]
  • CCTV in every critical areas
  • Dedicated Access Control
  • Industrial-Grade Back-up Servers
  • Onsite Spare Part
  • Dedicated high speed internet with back-up and dual WAN configuration for optimum browsing speed and crystal clear voice quality
  • Power Back-up System [UPS - 30-45 minutes last]
  • Conference / Meeting Room
  • Training Room
  • Relax Lounge / Caf‡πć∏ò‡∏ɇπć∏òÔøΩ Bar
  • Public Internet Bar
back

Outsourcing

What make you feel hesitate to go for outsourcing solution?

Outsourcing saves money?

Outsourcing becomes the best solution as it saves the company money without compromising the quality of the work. The average annual call center outsourcing contract represents only a small percentage of the start-up and expansion costs associated with a state-of-the-art call center. In-house call centers remain more expensive over the long term with constant upgrades of IT systems and a continual churn of call center staff.

Outsourcing helps make deadlines?

Aggressive deadlines often make outsourcing the best available option. Consider the tasks you intend to outsource and determine the amount of time it would take for these tasks to be completed in-house. Now consider the amount of time it would take to have these tasks completed through outsourcing. If the answer is outsourcing would be quicker, it is logical to go ahead and outsource these tasks.

Outsourcing increases productivity?

Contact center outsourcing frees up valuable time for you and your key employees, making your business more efficient and profitable. You can focus on your core competencies. Call center outsourcing provides increased business hours, flexible call-handling capacity, no long hold time and few dropped calls, state-of-the-art automation, and superior operational efficiency, including disaster recovery capabilities.

Terrabit provides the highest quality service in the contact center outsourcing industry. We work closely with our clients to develop custom contact center solutions designed to meet their unique contact center needs. Applying our experiences, superior technology, sophisticated analytical techniques and professional team, we work with you to ensure the highest possible return on your investment.

We gain the trust of some of Thailand’s most respected and successful company due to our long term, quality-driven approach to business. We strive to build long-term relationships that extend beyond the typical vendor/client transactions. Our primary focus is to successfully promote and serve each client’s products or services as if they were our own.

back next

Outsourcing Service Features

  • Dedicated team including a Client Services Manager, Project Manager and Senior Supervisor
  • Real-time Reporting
  • Anytime monitoring, Supervised or Blind
  • Full access to all staff and data upon request
  • State-of-the-art equipment, technology and software [ASPECT Unified IP]
  • Sophisticated technical programming, Contact Management Software, CRM [Maxar]

Terrabit is available to provide you outsourcing services for customer acquisition, customer retention and customer care. We not only save you money, but eliminate management headaches, leaving you and your staff free to concentrate on the core aspects of running your business and increase revenues.

Our Services

  • Business to Business outsourcing services
  • Business to consumer outsourcing services
  • Acquisition
  • Launch
  • Lead generation outsourcing services
  • Surveys
  • Up sales
  • Cross sale
  • New services and products to existing customers
  • Custom order processing
  • Customized reports
  • Quality Assurance
back next

Inbound Outsourcing Services

  • Information Providing
  • Order taking and processing
  • Help Desk
  • IVR (Interactive Voice Response)
  • VRU (Voice Recognition)
  • Hot transfer
  • Product inquires
  • Customer service and care
  • Pre/post sales service
  • Level 1 and 2 Tech Support

Outbound Outsourcing Services

We offer an entire range of outbound BPO services

  • B2C and B2B Customer Acquisition
  • Lead Generation
  • Appointment Setting
  • Tele Surveys
  • Customer Loyalty Programs
  • Information gathering
  • Direct sales
  • Welcome Call
  • Sales lead follow-up
  • Service Satisfaction Follow-ups
  • Warm Calling/Existing Clients/Referrals
  • Cold Calling Campaigns
  • Product/Service Promotion
  • Market Research & Survey
  • Mortgage Lead Generation
  • Direct Mail Follow-up
  • Product Promotion
back

Our Products

ASPECT Unified IP

Inbound ACD

With a proven history of automatic call distributor (ACD) leadership, our best-of-breed inbound capabilities intelligently route callers to available agents.

Internet Contact

Provide an experience for Web-based communications similar to that of traditional call center software platforms.

Outbound Dialer

Hailed as the creator of the predictive dialer, Aspect Unified IP delivers automated, predictive, precise, progressive, manual, and blaster dialing options.

Campaign Optimization

Optimize campaign strategies for outbound call center software programs to deliver high-yield results.

Voice Portal

Next-generation voice self-service (IVR) capabilities enable you to automate some or all of your call center interactions.

Unified Communications & Collaboration

Leverage seamless integrations with Microsoft Lync and SharePoint 2010 to easily search and engage experts across the enterprise.

ASPECT WorkforceManagement

Aspect Workforce Management Software delivers seamless enterprise engagement through advanced forecasting, scheduling, tracking, adherence monitoring, and seat planning capabilities. In addition, the Aspect workforce management system allows agents to manage their own schedules within a set of pre-defined rules that ensure customer commitments are maintained. Enabled with unified communications (UC), Aspect Workforce Management improves employee productivity by uniting with Aspect’s interaction management platform to route tasks to available agents using workflow capabilities.

Aspect Workforce Management Software allows you to:

  • Reduce the number of employees required to service customers by 10% to 40% through
  • Improved forecasting and optimized schedules
  • Improve employee productivity by 20% through better schedule adherence
  • Reduce time spent managing schedules through employee schedule self-service
  • Increase seat utilization and decrease real estate costs through better seat management
  • Improve analyst productivity through UC enablement

Aspect Workforce Management 7.5 enhances the experience of agents and administrators in four key areas. For examples;

Scheduling

Improve scheduling control and flexibility, create an easy-to-use self-service environment for premise and virtual agents and validate existing schedules with automated features. Supervisors have more time to focus on agent productivity.

Management

Enhance managerial support through new Dynamic Analysis modules that quickly reveal more focused insights into agent productivity and intraday staffing shrinkage. The modules reduce reliance on external reporting and allow the user to answer business questions without leaving the workforce management interface.

Usability

Streamline managerial tasks, combining activities such as calculating statistics and allocating requirements while generating intraday performance forecasts, or editing existing overrides and importing from any forecast or scheduling runs. Save time accomplishing common tasks.

Deployment

Provide a modernized installation framework that easily implements required third party components and enhanced support for unattended installation of software to client workstations.

MAXAR CRM for Contact Center MAXAR CRM for Contact Center MAXAR CRM for Contact Center MAXAR CRM for Contact Center MAXAR CRM for Contact Center

MAXAR CRMfor Contact Center

Contact-center CRM software is fast being recognized as a necessary requisite for business success. It gives customer service representatives a unified view of customers across all existing systems and empower them to shorten response times and resolve issues on the first contact. Also, it helps identify high-impact offers at the moment of customer interaction.

Terrabit is proud to present “MAXAR”, a Thai-born Software that has proven its performance and capabilities across a broad range of industries, government institutions, and international companies in Thailand. Designed and developed by experts with deep experience in web-based technologies and contact center systems, MAXAR was developed from the ground-up specifically for contact center deployment. Development was preceded by years of consulting with end-users, customer management and IT teams, as well as business operators.

There are 3 products in the MAXAR family line:

MAXAR CRM

A contact-center-based CRM application carrying plenty of features & functions, tailored to both inbound and outbound customer retention, marketing campaign management, available for all contact channels, i.e. phone call, email, sms, fax, web chat, and social media. It definitely helps increase productivity and ensure customer satisfaction.

learn more

MAXAR QA

Delivers full-time, encrypted voice recording, data and quality management scorecards. It is a tool for management to improve employee performance and reduce risk through quality management scorecards.

learn more

MAXAR SOCIAL

Let’s turns social monologues into productive dialogues that grow customer value in the contact center. Maxar Social generates a view for every social engagement and display a complete, threaded conversation. It is custom built for the contact center, goes beyond social monitoring and ad-hoc response and provides a way to respond to the social consumer consistent with contact center best practices.

learn more
MAXAR CRM

MAXAR CRM

Whether your aim is to take better advantage of inbound marketing opportunities, conduct smarter outbound marketing campaigns, or increase the effectiveness of sales and service operations - Maxar Contact Center CRM application improves the entire process of managing customer relationships at the lowest total cost of ownership.

back next
MAXAR CRM
Highlighted Features :

Customer Management

Enables the appropriate and most productive usage of customer information on the first single screen, thereby helping to build better relationships with customers.

Contact History & Case Handling

Easily manages customer inquiry with intelligent workflow and provides customer contact history, thus call center professional knows and understands customer preference and behavior.

Sales Approach

Dynamic features for multi-sales management, with which leads assignment is able to be closely monitored at all paces, resulting in a considerable reduction in lead loss and efficiently sales performance.

back next
MAXAR CRM

Sales Approval

Flexible flow for sale support team to handle the sale. No matter how data verification, quality control or payment transaction is prioritized, it is configurable upon your preference as well as user authorization.

Workflow Management

One-stop case handling and product selling. Engage support team to individual case or sale with features to facilitate all parties to escalate, monitor, and keep updated the status right from the first customer contact to product delivery.

Voice-file Engagement

All voice-files related to a single sale or contact is combined together based on customer and in time sequence, which helps shorten working period and simplify your work.

Professional Reports

Enables call center professionals and managers to prepare their reports speedily and with clarity. Either printing in PDF file or export raw data in Excel file is simply available.

back
MAXAR QA

MAXAR QA

It is a big mistake to consider QA agent is a costly overhead.QA can actually save money!!!

As telemarketing is essentially result driven industry, everything revolves around conversion rate, sales per hour, and lead performance. Service providers, then, push too hard for the goals, but it results in sales with customers who had no intention of buying, paying, or have high drop out rate. To combat with those customers, QA department should pay an active role in the outbound telemarketing service to ensure that agents are not abusing customer over the phone.

Maxar QA software is an essential telemarketing management tool that helps manage quality assurance activities for verification, training, rate agent performance, which is based on scoring criteria, and more. Maxar QA software allows manager to select campaigns for QA programs. All call audio and data can both be imported or integrated via batch files or on real-time basis for quality review.

back next
MAXAR QA

For verification purpose, assigned agents can see the data recorded during the call and listen to the call recording to see the scripts are read properly and captured data is completed.

Maxar QA software allows managers to set up quality scoring scripts to rate an agents performance for quality control and training purpose. The QA results are recorded in database and comments can be delivered with task escalation to related agent or team supervisor for further action to ensure the best practice and improve workflows.

Daily performance reporting on QA agents is also available for both QA management and operation management.

KEY Benefits :
  • Reduce risk of errors and telemarketing pitfalls through quality management scorecards
  • Improve employee performance
  • Ensure company’s branding image
  • Measure and calibrate QA scoring for overall standardized monitoring
back next
MAXAR QA
Highlighted Features :

Dynamic Import and export data system

  • Simply import and export data from the system via text file and direct synchronization to database.
  • Able to create dynamic Import format fields and Export format fields.
  • Support 1,000 fields for import data and export data.
  • Support Thai language data in both inputs and outputs.
  • Manually or Automatic setting process schedule for data import and export.

Dynamic Scoring and Intelligent Evaluating System

  • Able to create dynamic data form with any control type and text format.
  • Able to create dynamic form for evaluation by individual product.
  • Enable multi-formats of answer set, i.e. Rating, Scoring, Checkbox, Radio, Dropdown
  • Able to perform data checking and voice file listening simultaneously.
  • Easily convert scores into grading for further analysis.
  • Multiple evaluations per a single record for scoring or grading calibration
back next
MAXAR QA

Superior Security Control

  • User authentication requires AD User login (Active Directory User)
  • Function and Data access security control by user’s privileges and authorizations
  • Playing voice file on streaming protocol without permanent storage on PC

Powerful Job Assignment

  • Alternative two-levels job assignment - Manager to Supervisor and Supervisor to QA Agent
  • Easily manage job un-assignment and job transfer
  • Multi-types of job assignment, i.e. Pooling, Average or Custom Talking Time, Numbers of record
  • Interactive communication tools for QA agents and Call Agents
  • Simply create case, delegate case, and manage workflow for quality assurance process
back next
MAXAR QA

Real-time and Historical Job Monitoring

  • Easily monitor ongoing tasks of QA agent on real-time basis, and historical reports
  • Display existing numbers of job and working time of individual agent and team on dashboard
  • All related voice files are combined together for just a click.
  • Active Notification for job incoming, pending, and closing
  • Dynamic search with multi-criteria for any historical data review [upon storage policy]

Report System

  • Statistic Reports generation for further analysis on call agent performance and QA agent performance
  • Comparison reports for a single record evaluation
  • All activities and system transaction reports for administration audit
back
MAXAR Social

MAXAR SOCIAL

Empowering your contact center agent to proactively respond customers’ enquiry in more discipline and timely way. Let’s move from passive social channel monitoring that simply keep watching conversations on marketing campaigns or promotions on the social web.

MAXAR SOCIAL helps agents to easily respond to all consumers, for supervisors to measure effectiveness and efficacy across all channels and for management to realize the benefit of its total customer engagement strategy.

Dynamically MAXAR SOCIAL generates a view for every social engagement and displays a complete, threaded conversation. Also, it provides a link to knowledge bases that would help agent provide the kind of service that delivers real value and create brand advocates. It Integrates social media on Facebook, Twitter and Pantip [public] with your world-class contact center system so as to understand what issues mandate a response and by whom, which turns your social media marketing to cost-effective and productive dialogues.

back next
MAXAR Social
Highlighted Features :

Intelligent Functions

  • Multi-channel social media integration for Facebook, Twitter, and Pantip [public]
  • Real-time user profile update (i.e. name, email, picture, phone number) from Facebook and Twitter
  • Support Thai and English language

On-demand Feed Updates

  • Pooling all feeds with time sequence
  • Sentimental analysis supported
  • 4 Priority Levels (Low, Medium, High, Immediate)
  • Automatically categorize case type by keyword
  • SLA by case type
  • Show fully conversation when view a comment
back next
MAXAR Social

Real-time Response

  • Public and private message post supported
  • Publish a post on behalf of another user
  • Using Text Templates for quick response
  • Scheduling post message

Dynamic Routing Rules

Routing post or comment to agent using...

  • Round Robin
  • Longest Idle
  • Skill Base
  • Pooling
  • Channel Type (Facebook, Twitter)
  • Keeping the post to session agent
back next
MAXAR Social

Notification

  • New Post / Comment
  • Not Response over SLA
  • Close Case

Customer Profile

  • Integrate Facebook or Twitter to Customer Profile by username, email or telephone number
  • Set Black List to customer
  • Set Customer Emotion

Reporting

  • Contact Summary Report
  • Agent Performance Report
  • Case List Report
  • Conversation Summary Report
  • Support .pdf and .xls format
  • Support text and charting
back

Valuing your business,

we are inspired

“to customise to right solution”

THAI AIRWAYS INTERNATIONAL

Customer Name:THAI AIRWAYS INTERNATIONAL

Solution:Turnkey Implementation

Product:Aspect UIP 7.01, Aspect WFM 7.5

Function:Inbound 250 Seats

Service:Customer Services

Royal Orchid Plus

Customer Name:Royal Orchid Plus

Solution:Turnkey Implementation

Product:Maxar Email

Function:Email Management

Service:Customer Services

FALCON INSURANCE

Customer Name:FALCON INSURANCE

Solution:Facilities Rental

Product:Aspect UIP 7.3, Maxar CRM 2.4

Function:Outbound 50 Seats

Service:Telesales

BANK OF AYUDHAYA (BAY)

Customer Name:BANK OF AYUDHAYA (BAY)

Solution:Turnkey Implementation

Product:Aspect UIP 7.3

Function:Outbound 200 seats

Service:Telesales

HSBC (Hongkong Bank)

Customer Name:HSBC (Hongkong Bank)

Solution:Maintenance Support

Product:Aspect UIP, Aspect ACD, Aspect eWFM

Function:Inbound 400 seats

Service:Customer Services, Membership

CIGNA INSURANCE

Customer Name:CIGNA INSURANCE

Solution:Maintenance Support

Product:Aspect UIP 7.3

Function:Outbound 200 Seats

Service:Telesales

TOKIO MARINCE LIFE INSURANCE

Customer Name:TOKIO MARINCE LIFE INSURANCE

Solution:Turnkey Implementation

Product:Aspect UIP 7.01, Maxar CRM 2.2

Function:Inbound 20 Seats, Outbound 20 Seats

Service:Telesales

BANGPAKOK HOSPITAL

Customer Name:BANGPAKOK HOSPITAL

Solution:Turnkey Implementation

Product:NEC PBX

Function:320 extensions

Service:Back office

Krung Thai Bank

Customer Name:Krung Thai Bank

Solution:Turnkey Implementation

Product: 1. Aspect Workforced Management
2. Aspect Performance Management
3. Aspect Back Office Optimization

Function:Inbound 150 Seats both Call Center and Back Office

Service:Call Center Transformation

Thailife Insurance

Customer Name:Thailife Insurance

Solution:Maintenance Support

Product:Aspect UIP 7.3

Function:Outbound

Service:Telesales

THE 1 CARD

Customer Name:THE 1 CARD

Solution:Outsourced Customer Service

Product:Aspect UIP 7.3, Maxar CRM 2.2

Function:Inbound 10 seats & Workflow integration via 50 users over 20 branches

Service:Customer Services, Membership

PrimeTime Solution Co., Ltd.

Customer Name:PrimeTime Solution Co., Ltd.

Solution:Outsourced Customer Services

Product:Aspect UIP 7.3
Maxar CRM 2.4
Maxar Email 2.4

Function:Inbound Service

Service:Customer Services

Allianz Ayudhya

Customer Name:Allianz Ayudhya

Solution:Turnkey Implementation

Product:Aspect UIP 7.3

Function:Inbound and Outbound Services

Service:Customer Services and Telesales

Home Product Center Public Company Limited (Thailand)

Customer Name:Home Product Center Public Company Limited (Thailand)

Solution:Turnkey Implementation

Product:Maxar CRM 2.4

Function:Outbound Services

Service:Telesales

Action and Auction Company Limited

Customer Name:Action and Auction Company Limited

Solution:System & Facilities Rental

Product:Aspect UIP 7.3, Maxar CRM 2.5

Function:Inbound Services

Service:Customer Services

Magnolia Quality Development Corporation

Customer Name:Magnolia Quality Development Corporation

Solution:System & Facilities Rental

Product:Aspect UIP 7.3

Function:Inbound Services

Service:Customer Services

FWD Life Insurance Public Company Limited

Customer Name:FWD Life Insurance Public Company Limited

Solution:System & Facilities Rental

Product:Aspect UIP 7.3, Maxar CRM 2.5

Function:Outbound Services

Service:Telesales

SouthEast Asia Life Insurance Plc.

Customer Name:SouthEast Asia Life Insurance Plc.

Solution:System & Facilities Rental

Product:Aspect UIP 7.3, Maxar CRM 2.5

Function:Outbound Services

Service:Telesales

Manulife Insurance Thailand PCL

Customer Name:Manulife Insurance Thailand PCL

Solution:Turnkey Implementation

Product:Maxar CRM 2.4

Function:Outbound Services

Service:Telesales

TOT Public Company Limited

Customer Name:TOT Public Company Limited

Solution:Turnkey Implementation

Product:Aspect WFM

Function:Workforce Management

Service:

LMG Insurance

Customer Name:LMG Insurance

Solution:Turnkey Implementation

Product:Maxar 2.2

Function:Outbound Services

Service:Telesales

ANANTARA HOTELS, RESORTS & SPAS

Customer Name:ANANTARA HOTELS, RESORTS & SPAS

Solution:Turnkey Implementation

Product:Aspect UIP 7.3, Aspect WFM on Cloud Service

Function:

Service:

Muang Thai Life Assurance PCL

Customer Name:Muang Thai Life Assurance PCL

Solution:System & Facilities Rental

Product:Aspect UIP 7.3, Maxar CRM 2.5

Function:Outbound Services

Service:Telesales

Ascend Group Co., Ltd.

Customer Name:Ascend Group Co., Ltd.

Solution:Turnkey Implementation

Product:Aspect UIP 7.3

Function:Inbound Services

Service:Customer Services

Internet Thailand

Customer Name:Internet Thailand

Solution:Contact Center on Cloud Solution

Product:Aspect UIP 7.3, Maxar CRM 2.5

Function:Inbound Services

Service:Customer Services

Lazada

Customer Name:Lazada

Solution:System & Facilities Rental

Product:Aspect UIP 7.3

Function:Inbound Services

Service:Customer Services

Tesco Lotus

Customer Name:Tesco Lotus

Solution:System Rental

Product:Aspect CXP

Function:Chatbot

Service:Customer Services

TMB Bank PCL

Customer Name:TMB Bank PCL

Solution:System Rental

Product:Aspect UIP

Function:Outbound Service

Service:Collection

Direct Asia

Customer Name:Direct Asia

Solution:System Rental

Product:Maxar CRM 2.4

Function:Outbound Service

Service:Telesales

MediCard

Customer Name:MediCard

Solution:

Product:

Function:

Service:

SM Developement Coperation

Customer Name:SM Developement Coperation

Solution:Turnkey implementation

Product:Aspect UIP 7.3, Aspect Email

Function:Inbound Service

Service:Customer Services

Financial Agency

Customer Name:Financial Agency

Solution:System & Facilities Rental

Product:Aspect UIP 7.3, Maxar CRM 2.4

Function:Outbound Services

Service:Telesales

Visit us

Terrabit Networks Company Limited
128/330 Payathai Plaza, 30th and 37th Fl.
Toong Payathai, Rajthavee, Bangkok 10400
+66 2 612 1213

Business Enquiries

Sales@terrabit.co.th

Prefer our call back?

Get Directions

Crew Recruit

Experience with working place where happiness happens everyday. Sincere culture is what we are building together as friendship is all around. Everybody in Terrabit is not “Employees”, but “Partners” as we share goals and way to success in common. Our business is not just to accomplish the contact center implementation. We passionately satisfy our customer with our best professional skills and like we are their team.

For job application, please send your resume to working@terrabit.co.th
or visit our office at 30th Fl, Payathai Building to submit an application by yourself. Please do not hesitate if you need any suggestion. Call us at 0 2612 1213.

Helpdesk

If friends and family go to you when they’re having trouble with technology and if you're a logical person with excellent problem-solving skills, then you may be the perfect candidate for working in technical support.

Tasks may include:

  • Installing and configuring computer systems
  • Diagnosing and solving hardware/software faults
  • Logging customer/employee queries
  • Analysing call logs to spot trends and underlying issues
Call Agent - Customer Service

If you naturally love serve people and willing to help anybody with smile, hardly feel angry or moody when being asked frequently, you are the perfect candidate for joining our agent team.

Here are some of your tasks:

  • Providing excellent customer service
  • Ensure monthly targets are achieved
  • Assist customers with all product related queries
  • Update customer details on system
  • Escalate case and follow-up until case close
Call Agent - Telesales

If you love selling, it doesn’t mean you can be good at Tele-sale Agent job. You are required to be passionate for your target achievement, and feel free to motivate yourself at all time. Of course, it would become an ideal job that has few pressures but high earning.