BUSINESS PROFILE



C O N T A C T
 Ahmad Tahlak
Chairman

1 CHAIRMAN’S LETTER
 In an ever changing business environment, Managing Customer
Experience is becoming a necessity for almost every business,
corporation, and governmental organization.
The need for Comprehensive Contact Centers has emerged from
the need to satisfy, delight, retain and indulge customers, in other
words, the need to turn satisfied and loyal customers into business
advocates.
The TeleServices Company fully understands the specific needs of
different organizations in our region. We deeply understand the
culture, the language, and the rooted practices of the people
around us.
We have been in the service of the Contact Center Industry for
many years. We have developed and implemented innovative
methodologies that have been proven effective for many
customers in the region.

2
 The TeleServices Company
The TeleServices Company (TSC) -a member of LEVENBERT- specializes in the
provision of Consultancy and Development Services for the Contact Center
and Business Process Outsourcing Industry, with a great focus on Customer-
Centric Solutions.
Through its wide range of Turnkey Implementation Solutions; TSC has helped
many clients develop their contact centers from scratch. Notwithstanding,
the TSC also offers comprehensive outsourcing solutions to those
organizations willing to focus on their core activities, yet outsourcing a non-
core Business Process to a competent outsourcing partner.
With a proven track record and accumulated experiences in the region, the
TSC is strongly positioned to become the preferred “Comprehensive Contact
Center Development and Outsourcing Partner” for its clients.

3 WHO WE ARE ..
 Our Services and Solutions
With a large number of comprehensive services, TSC offers turnkey solutions
to the Contact Center industry, ranging from Comprehensive Contact
Center Development, Workforce Development, Training and Certification,
Contact Center Outsourcing, Management and Business Consulting,
Customer Experience Management, all the way through to Customer
Satisfaction and Workforce Performance Measurement.
TSC is in offer of what the market needs today. Our solutions have been
proven effective for many Corporations, Governmental, and non-
Governmental Organizations alike.
Our solutions are based on our thorough and step-by-step methodologies,
created and implemented to develop and bring contact centers in line with
international standards and best practices.

Vision
'To help our clients to be more
successful.'

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 Contact Center Development
TSC’s approach to develop contact centers is called the “Comprehensive
Contact Center | C3” Methodology. Through the deployment of this
methodology; TSC has helped many organizations either to develop their
Contact Centers from scratch, or assist them at a certain stage of their
Contact Center development process.
TSC implements a phased approach, and mobilize all needed resources to
provide support in the four basic Contact Center development aspects;
namely, strategy development, process mapping and re-engineering,
technology transfer and deployment, and people development.
Over the years, TSC has been involved in the development of small to large-
scale contact center projects for many satisfied and delighted customers in
the region.

5 SERVICES
 Workforce Development
Our workforce development services go along the full Human Resources
Management cycle. Starting from the early stages of HR Strategy and
workforce planning, our services extend to cover recruitment, screening and
selection, contracting, hiring, job placement, induction, training and
certification, on-the-job coaching, succession planning, performance
appraisal, all the way through to employee service and welfare planning.
At TSC, our HR senior consultants possess the knowledge, skills, and the
practical experience within the Contact Center industry itself. Most of our
consultants have been engaged with the industry for more than a decade
for now.
Equipped with the right methodologies, tools, and approach; our consultants
will provide your esteemed organization with a revolutionary turnkey solution.

6
 Training and Certification
Contact centers invest enormous efforts, time and money in educating and
training their agents. However, the increasingly more complex tasks and the
persistent job pressure result in high turnover and consequently in an endless
training and retraining cycle.
Recognizing these serious challenges, TSC decided to tackle the problem at
its roots by designing the C3P Training and Certification Program. C3P is a
training and certification program targeting Contact Center staff at all levels.
This training and certification program helps Contact Centers build a crystal-
clear career path for their staff, get them educated and then certified
according to international best practices and standards; thus resulting in less
staff turnover, less HR Management and training headache, while enjoying
an enhanced level of customer and employee satisfaction.

C3P

C3P

7 SERVICES
 Contact Center Outsourcing
Our state-of-the art and modern Contact Center facility, has been carefully
designed to meet the very specific needs of each of our clients. With the best
fabric of seasoned Contact Center Agents, we offer 24X7 seamless and un-
interrupted outbound, inbound, and non-voice communications. We do
customize our services to meet your very specific needs. We can offer
telesales, order taking, follow-up, or help desk support to name a few.
The Contact Center is being labor intensive and hard to manage by nature.
Outsourcing a non-core business process or an in-house contact center
brings many benefits to the outsourcer. To name a few, benefits range from
cutting down costs, saving enormous efforts in Human Resources
Management, focusing on core activities, achieving enhanced levels of
customer satisfaction, and leaving that job to the experts.

8
 Contact Center Consulting
Our management and business consulting services range through a number
of important Contact Center areas including strategy formulation and
implementation, process mapping and re-engineering, technology transfer
and deployment, as well as people development. We offer consulting
services that range from the early stages of Contact Center planning and
development, all the way through the day-to-day management of Contact
Center activities.
We can also offer help and support in more specific areas such as Contact
Center Quality Assurance and Quality Management. For example, we can
help clients achieve a service level, by maintaining a predefined set of KPIs.
When it comes to Contact Center facility planning and design, TSC is your
consultant of choice to design a state-of-the art flour facility.

9 SERVICES
Customer Experience Management
In today’s -more than ever- tuff business environment, organizations engage
themselves in an endless race to turn satisfied customers to loyal, and loyal
customers to advocates. The only way out for an organization to do so is by
managing its customer experience. It is well known that the experience your
customers have when dealing with your organization, is totally influenced by
the way you manage your internal business, where everything today needs
to revolve around the customer’s own wants, demands and expectations.
TSC offers a full range of Customer Experience Management Initiatives, from
the early stages of designing a Customer Experience Management Strategy,
to the integration of technology, creating and managing brands, all the way
through to build commitment amongst staff and their higher management,
we offer it all.

10
 Performance Measurement
Striking enough, but real figures indicate that the highest percent of
customers take their business somewhere else because of poor customer
service.
Thus, managers in service organizations need candid and accurate
feedback information on their leadership management, customer
experience management, workforce performance and satisfaction, supplier
relationship management as well as service level and process effectiveness in
order to be always informed and aware of service levels.
Comprising of 5 major steps, our performance measurement methodology
provides a total solution for performance measurement to our clients. Our
performance measurement methodology has been implemented in many
organizations in the region.

11 SERVICES
 Our Methodology
TSC’s unique methodology and approach to Contact Center Development is
called the “Comprehensive Contact Center | C3 Methodology”.
Comprising of seven steps; the C3 methodology reflects the thoroughness of
our approach; from the early stages of consultancy to the point of delivering
an advanced, cost effective and fully operational Contact Center. The
seven steps of the C3 are: Status Quo Evaluation, Strategy Formulation,
Facility Planning, Technology Integration, Processes Engineering, People
Development and Finally the Stage of Going Live.
While TSC’s C3 Methodology is a thorough, step-by-step approach,
corporations can seek our services at any stage of their Contact Center
development. TSC has ensured that the C3 Methodology is customizable and
flexible in order to cater to a corporation’s specific requirements at any.

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 CONTACT US

Business Development Unit

Dubai | United Arab Emirates
More information
info@tscdubai.com info@tscdubai.com
 + 971 4 3311463
+ 971 4 3311463 
 + 971 4 3482900
+ 971 4 3482900 

13 CONTACT US
Total Contact Centers Solutions

THANK YOU 14


C O N T A C T
www.tscdubai.com