BPO and Contact Center Operations

 

VEHICLE FLEET MANAGEMENT

Vehicle fleet management services (warning of problems, logistic efficiency gains, cargo security, geolocation, cargo tracking etc.) for companies aimed at improving their entire business process and controlling their fleet.

WHO ARE THE SERVICES INTENDED TO?

Vehicle fleet management services (warning of problems, logistic efficiency gains, cargo security, geolocation, cargo tracking etc.) for companies aimed at improving their entire business process and controlling their fleet.

FEATURES

Resource management and monitoring of KPIs for the purpose of improving the entire fleet control process, by advising of problems during the course in order to increase efficiency and safety.

Fleet Control – Real time, mobile mapping of tracked devices, with full, control of kilometers traveled, ignition on/off, driver and others.

Warning of Problems – In the module of vehicle’s on-board tracking system, an “Emergency Button” can be installed, in which the driver, in the event of any problem, can activate the Monitoring Center for investigation.

Efficiency – Control of the use of the vehicle/truck/device. Information on running time and standby time (engine off).

Safety – Electronic Fence where the vehicle cannot pass certain boundaries without an automatic warning being issued. If the vehicle crosses the boundaries, or leaves the position unaftended, an Alert and Alarm will be issued.

  • Fleet View and Control – real time, control of mileage traveled, ignition on/off, driver and others;
  • B-Call (b2b) – warning of problems with the vehicle: stopped, flat tire, engine broken – the driver alerts through the emergency button;
  • Efficiency – control over the effective use of the vehicle/truck;
  • Maintenance – effective control for replacement and maintenance of each vehicle;
  • Driver – driver’s effective control;
  • Billing – control over the truck’s hours of use with Munck/other features.

BENEFITS

Reduction of operational costs such as: fuel consumption, kilometers traveled, maintenance costs, vehicle downtime.

Increased productivity and efficiency, such as activity planning, route optimization, end of vehicle misuse, real-time decision making. Reduced risks of incidents and loss/robbery/theft claims.

DIFFERENTIATIONS

Reduction of operational costs such as: fuel consumption, kilometers traveled, maintenance costs, vehicle downtime.

Increased productivity and efficiency, such as activity planning, route optimization, end of vehicle misuse, real-time decision making. Reduced risks of incidents and loss/robbery/theft claims.

VEHICLE TRACKING

Personnel management and vehicle, product, equipment tracking online services bold together as a single service,, ensure tracking, location and recording of driver’s behavior based on captured events: speed, braking, acceleration, battery, lights, doors, tire pressure, etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most different sectors (financial, pharmaceutical, consumer goods etc.) that require management for vehicle fleet, product, devices, etc.

FEATURES

Tracking of resources and monitoring of KPIs to improve the entire fleet controlprocess, warning of problems, efficiency and safety.

Fleet Control – Real time, mobile mapping of the tracked devices, with full, control of kilometers traveled, ignition on/off, driver and others.

Warning of Problems – An “Emergency Button” can be installed in the module in which the driver, in the event of any problem, can activate the Monitoring Center for investigation.

Efficiency – Control of the use of the vehicle/truck. Information on running time and standby time (engine off).

Safety – Electronic Fence from where the vehicle cannot overtake. Safety – Electronic Fence where the vehicle cannot pass another vehicle. If the vehicle leaves the position, an Alert and Alarm will be issued.

  • Fleet View and Control – real time, control of mileage traveled, ignition on/off, driver and others;
  • B-Call (b2b) – warning of problems with the vehicle: stopped, flat tire, engine broken – the driver alerts through the emergency button;
  • Efficiency – control over the effective use of the vehicle/truck;
  • Maintenance – effective control for replacement and maintenance of each vehicle;
  • Driver – driver’s effective control;
  • Billing – control over the truck’s hours of use with Munck/other features.

BENEFITS

Altio trackers offer you all the security needed to protect your property, whether it’s a vehicle, machine, boat or some other asset.

DIFFERENTIATIONS

Our solution enables the locating vehicles in georeferenced maps, routecheckingmade by the vehicles, maintenance and fuel control and alerts of entrance and exit of electronic fences, etc.

KEY PROPERTY AND LIFE INSURANCE PROCESSES

  • Quoting/calculation of insurance premiums;
  • Issuance of new insurance policies/certificates;
  • Control renewals of the car insurance policies – customer retention – based on the customer registry and effective renewal date of the policy;
  • Anticipate the policy expiration dates, contacting the insurance beneficiary and questioning them about the extension;
  • Update registry of insurance beneficiaries and insurance brokers;
  • Update the insurance beneficiary’s profile;
  • Scheduling appointment for Preliminary Inspection for Vehicles previously insured with date, place and time;
  • Claims notice;
  • Schedule installation of accessories and optional benefits offered by the insurer to the insured: brake inspection, brake pad inspection, lights, tracker installation, shock absorbers, etc.;
  • Proactive contact with brokers to request pending documents for insurance proposals;
  • Confirmation of the Insured’s Profile;
  • Provision of electronic methods for the collection of insurance premiums: bank slip/debit/credit card.

WHO ARE THE SERVICES INTENDED TO?

Services that are intended to life, health, motor and property insurers that aim to reduce transaction costs by increasing quality.

FEATURES

World-class processes being benchmarks of the best practices, and continuously certified and improved.

BENEFITS

  • High specialization of the technical personnel involved;
  • Variable costs, always lower than those practiced by insurance companies;
  • Full process automation made by autonomous system;
  • Quality perceived by the customer, measured by NPS (Net Promoter Score) techniques.

DIFFERENTIATIONS

Superior knowledge of the key insurance and automation processes, ready and supported by an autonomous platform.

CRITICAL HEALTH PROCESSES – AltioMED UNIT

Health care claims management and development of health care related systems, such as: consultation and examination appointment center, patient support programs, claim regulation, medical bill auditing, etc.

WHO ARE THE SERVICES INTENDED TO?

Healthcare companies such as hospitals, clinics, laboratories, health insurance companies, and life insurance companies.

FEATURES

AltioMED is AltioPRO’s business unit, aimed at providing technical security and savings to Health Insurance Planners, thus increasing efficiency and effectiveness of their technical and operational processes. AltioMED offers the following services:

  • Authorization for hospitalizations, exams and medical appointments in clinics, laboratories and hospitals;
  • Medical Appointment Schedule;
  • Insured Record Updating;
  • Affiliated Network Accreditation – Health and Dental Plan;
  • Claim technical management: eligibility checking (adhesion, contract and grace), evaluation, analysis and approval of the main hospital and medical procedures, before the occurrence of the accident, in order to ensure that medical treatments (surgeries and examinations) are adequate in relation to medical diagnoses and pathologies;
  • Auditing of Healthcare Bills: checking of healthcare bills in order to ensure that the materials and healthcare procedures used during the examinations and hospitalizations are adequate – amount charged, quantity, type, specification, variety, consumption, etc.

BENEFITS

AltioMED offers several benefits to your company, such as:

  • Reduced Costs with Technical – Medical Team background;
  • Consistency of conduct/Customized performance;
  • Technical and Administrative Expertise of the Medical Team;
  • High-Performance Professionals;
  • Compliance with deadlines regulatory schedules when “On-Demand” Services;
  • Frequency, seventy and volumetric report;
  • Flow and Process Mapping/Vulnerability Identification;
  • Opportunity for Improvements.

DIFFERENTIATIONS

AltioMED manages its customers’work processesin order to meet their goals for the final business results (combined ratio, average cost of loss, claims, level of quality perceived by the customer/NPS etc.) within the legality and legitimacy of actions, guiding its recommendations and practices for ethics and transparency, aimed at optimizing resources and eliminating waste, thus assuring delivery of services and final products with healthcare cost control.

Within such context, AltioMED offers customized solutions to each customer, with a professional team of superior performance and technical knowledge, rationalizing and operating critical processes (eligibility, prior authorization of expensive procedures, analysis of healthcare bills, procedures and services, affiliate accreditation, etc.) on behalf of its customers, combining knowledge of Information Technology, Health Management Processes and Healthcare Bills, Specialized Operation and Contact Center.

WELCOME CALL

Welcome is the first contact with the customers who will have the first experience with the products and services of companies from the most diverse segments: credit card, insurance companies, banks, tv services, travelling, etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most diverse segments: credit card, insurance companies, banks, tv services, vehicles, travelling, etc.

FEATURES

AltioPRO will make “Welcome Calls” in order to welcome the customer, providing brief explanation of the products and/or services contracted. Optionally, you can offer new products and services or extend the coverage of services originally contracted.

BENEFITS

AltioPRO assures not only a positive experience the moment the customer actually begins the relationship with the organization, but also an excellent feedback on the acquisition process, involving the steps of prospecting, negotiation, sales and delivery.

DIFFERENTIATIONS

AltioPRO, aimed at ensuring customer service excellence, implements operations with coordinated customer service teams, including supervisor, coordinator, quality monitoring, and periodic behavior training that ensures a high degree of adherence to the requirements of your project.

SALES CAMPAIGN

Telephone sales center using active contact, i.e., the company calls the prospect or sends emails, SMSs, or online messages to offer the company’s products.

WHO ARE THE SERVICES INTENDED TO?

Companies seeking to improve retail sales of products sold by multichannel telemarketing (insurance, cable TV, credit card, ads, etc.) using high technology with intelligent processes, probing techniques, argumentation and closing.

AltioPRO has extensive experience in credit card, mobile, real estate and car listings, mass insurance, cable TV and so on. In addition, it has specialized database marketing professionals.

FEATURES

AltioPRO is responsible for all such sales structure with all the complex strategy for commissions and compensations, enabling organization’s professionals to focus on the core business of the company, with no need to allocate resources for IT and physical space – exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

BENEFITS

Further enabling your telesales operations with AltioPRO, the contracting company reduces investment costs for training and qualifying their agents. Not to mention that the costs and labor charges are under AltioPRO’s full responsibility.

DIFFERENTIATIONS

Use of resources and technologies that ensure the best efficiency and result for your business:

  • Power and Predictive Dialer
  • AltioPRO’s CRM
  • Workforce Management
  • Billing System
  • Voice and screen recorder (optional)
  • COPC SMD Monitoring
RSVP

Service for confirmation of guestattendance to corporate events.

WHO ARE THE SERVICES INTENDED TO?

Companies from different segments requiring confirmation of attendance to your company’s events or third-party events where your company is attending.

Confirmation of attendance to your company’s or third-party events where your company is attending.

RSVP is the abbreviation for “Répondez S’íl Vous Plaît” which means “Please reply”.

FEATURES

  • Active RSVP: We contact the guest to confirm attendance to the event, clarifying doubts regarding the ceremony and party location, parking space, outfit, list of gifts, etc.
  • Receptive RSVP: The guests reply their attendance through our contact numbers, written at the bottom of the invitation.

AltioPRO believes the attendance confirmation service should be much more than a simple head counting. After the invitation, this is the closest contact and, as such, an opportunity to inform and engage the guests with the purpose of the event.

BENEFITS

Attendance confirmation is essential for an event organization and functionality. Knowing the number of confirmed guests ensures adequate service in all aspects.

This is the best way to avoid unnecessary expenses when hiring services for numbers above those that will actually be attending, or even surprises by the attendance of a number greater than that previously contracted.

DIFFERENTIATIONS

Our team is prepared to act in the most diverse types of events, meeting all kinds of needs, with high-standard support.

IT SERVICE DESK

Outsourced incident management and troubleshooting service for the contracting company’s IT environment.

WHO ARE THE SERVICES INTENDED TO?

Aimed at companies that wish to outsource IT service desk support by answering calls from users and solving technical incidents and prevent future problem to occur again.

For large companies that already have an IT department, AltioPRO’s Service Desk enables internal teams of the company to remain focused on the business. Meanwhile, AltioPRO takes care of technical and operational issues, while reducing the operation’s downtime.

Incident handling, focusing deeply on the root causes of problems, nullifying them over time.

Our Service Desk processes follow the methodologies: ITIL(Information Technology Infrastructure Library) and COPC.

FEATURES

Service Desk provides IT-focused services to manage incidents and problems, providing interfaces to other processes, such as change requests, service level controls, availability management, and much more. It is responsible for managing and monitoring all issues related to IT services (incidents, changes, requests, queries, complaints, etc.).

BENEFITS

  • Reduced cost with physical space and hiring of professionals;
  • Assured resolution of user’s technical problems;
  • Speed in attendance and resolution of technical incidents;
  • Further qualification of the IT environment and incident handling.

DIFFERENTIATIONS

AltioPRO is a company founded by professionals with vast experience and solid career in the Information Technology sector. For this reason, all our IT professionals, equipment and processes follow the highest standards in the market, ensuring differentiated levels of satisfaction with reduced rework and total cost of ownership.

SOCIAL MEDIA MANAGEMENT

Complaint monitoring and inspection services in the most diverse social medias and complaint websites: RECLAME AQUI, PROCON, FACEBOOK, INSTAGRAM, TWITTER, FALE CONOSCO: control, respond and provide customer service.

WHO ARE THE SERVICES INTENDED TO?

Companies from all service segments which are concerned with exposure of their brands and relationship with their customers in the media or social networks.

Tracking, checking and handling complaints on the most diverse social media and complaint websites: RECLAMEAQUI, PROCON, FACEBOOK, INSTAGRAM, TWITTER, FALE CONOSCO.

FEATURES

AltioPRO creates engagement with your target audience and strengthens your brand in social media. We create and publish relevant and interesting content for your target audience on all social media and complaint websites: RECLAMEAQUI, PROCON, FACEBOOK, INSTAGRAM, TWITTER, YOUTUBE, FALE CONOSCO. Control, respond and provide customer service.

  • Creation of an extremely efficient communication channel for your company;
  • Customer retention;
  • Large channel for promoting new products and services;
  • Promoting new utilities and applications for your products.

BENEFITS

Having social network management, being attentive and keeping in touch with your customer’s specificities. That is a great way to win them. That is why Altio ensures the management of social networks, which is so important today. Social networks offer a range of possibilities and advantages for brands and companies: online support, competitor analysis, result monitoring and analysis, greater engagement of fans with brands, among other services.

DIFFERENTIATIONS

AltioPRO ensures security in workflows, with personalized training, exclusive and adjustable account management to manage workflow across all departments of the company.

ACTIVE FOR SALES

Multichannel sales center using active telemarketing, techniques i.e., the company calls or interacts electronically with the prospect to offer the company’s products.

WHO ARE THE SERVICES INTENDED TO?

Companies seeking to improve retail sales of products sold by telemarketing (insurance, cable TV, credit card, ads, etc.) using high technology with intelligent processes, probing techniques, argumentation and closing.

AltioPRO has extensive experience in sales operations for credit card, mobile, real estate, car, mass insurance, cable TV and so on. In addition, it has specialized database marketing professionals.

FEATURES

AltioPRO is responsible for all such structure, enabling organization’s professionals to focus on the core business of the company, with no need to allocate resources for IT and physical space – exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

BENEFITS

By further enabling your telesales operations with AltioPRO, the contracting company reduces investment costs for training and qualifying their agents. Not to mention that the costs and labor charges are under AltioPRO’s full responsibility.

DIFFERENTIATIONS

Use of resources and technologies that ensure the best efficiency and result for your business:

  • Power and Predictive Dialer
  • AltioPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice and screen recorder (optional)
  • COPC Contact Monitoring with full discovery of root causes of uncessfull attempts to solving problem.

INBOUND TELEMARKETING

Telephone customer service is made when the customer calls a service number provided by the company (0800 and 400X) as access online services by chat, email, whatsapp, short messages etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, pharmaceutical, insurance, financial, consumer goods, etc.) requiring to provide customer support over the phone, chat or email. Providing a high level of management and quality in their critical business operations: insurance, health, Customer Service, Ombudsman, etc.

FEATURES

AltioPRO is responsible for all suchstructure, enabling organization’s professionals to focus on the core company’s business, granting resources for IT and physical space and exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

Controls:

  • Operator access controls;
  • Queue Service Level;
  • Call Abandonment;
  • Customer satisfaction;
  • Attendant Creation and Change of Skills;
  • Break Monitoring;
  • Real-time view of all inbound and outbound calls;
  • Creation of Reports and Customization as needed.

BENEFITS

Further enabling your receptive telemarketing operations with AltioPRO, the contracting company reduces investment costs in: training and qualifying their agents. Not to mention that the costs and labor charges are under AltioPRO’s full responsibility.

DIFFERENTIATIONS

Highly specialized features as well as a structure to receive many calls.

Another advantage is the scalability according to demand. AltioPRO easily absorbs peak periods when the number of calls increase substantially.

Use of resources and technologies that guarantee the best efficiency and result of your business:

  • Avaya CMS
  • AltioPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice recorder and synchronized screen
  • COPC SMD Monitoring

NPS (NET PROMOTER SCORE) – SATISFACTION SURVEY

Market research aimed at measuring customer satisfaction, both in qualitative and quantitative aspects of after-sales service.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to measure how much their consumers/clients are loyal to their brand or measure the overall satisfaction of their company or product/service.

We conduct quantitative and qualitative market research, customer satisfaction survey and after-sales service.

FEATURES

The company uses Email, SMS, web searches, phone and mobile to do the survey. Everything is done with a complete and highly technological structure to approach customers without negatively impacting them (in a cordial, fast and efficient way). The entire process is simplified and carried out in a very quick and objective way, aimed at maintaining customer satisfaction and loyalty.

BENEFITS

NPS can be used by any company, of any size or activity segment. Moreover, it can be used to measure overall satisfaction with a business or transaction, at each point of contact.

During both the questionnaire and result assessment phases, Net Promoter Score allows easy assimilation by clients, operators and managers.

DIFFERENTIATIONS

AltioPRO has developed a Customer Satisfaction Survey Management tool for its clients, which conducts after-sales surveys to measure consumer satisfaction for companies using Net Promoter Score in a simple and innovative way.

CATI (COMPUTER ASSISTED TELEPHONE INTERVIEWING) – CUSTOMER SATISFACTION SURVEY WITH DEEPENING CAUSES OF DISSATISFACTION

Service designed to measure how much your consumers or other companies are satisfied with the services and/or products offered to their customers.

This measurement is made through (quantitative and qualitative) market research, customer satisfaction survey and after-sales service.

WHO ARE THE SERVICES INTENDED TO?
Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that seek to understand and qualify their customers’ satisfaction levels as well as in relation to their brand.

FEATURES

It’s achieved through the telemarketing survey service. With an exclusive software for dialing and tabulating the questions, Altio accomplishes a high level of effectiveness and, therefore, has one of the best research costs in the market.

BENEFITS

The survey can be applied as a specific action to measure a service, through outbound service, every six months or annually, according to the Quality Policy adopted by the company, or can be applied regularly after providing services with more objective questions.

It can be applied taking advantage of the moment in which the customer contacts us or in specific campaign generated with specific purposes.

DIFFERENTIATIONS

100% of the surveys are made available for auditing and all reports are customized and changed according to customers’ needs.

COLLECTIONS

Collection services (1st and 2nd Level, SMS, Bank Slip Credit Card and Automatic Debit, Negotiation and Debt Settlement, etc.) with a customized approach according to each type of customer and company, aimed at reaching the credit recovery targets without harming the relationship with the customer.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that need credit recovery services due to the increasing default rate of the market.

FEATURES

With its own methodology, AltioPRO studies each case thoroughly, fully committing to find the best solution. Each customer has a different portfolio and different requirements for collection procedures, so we focus on finding the best tactics to respond with the best results.

BENEFITS

Outsourcing operations exempts the company from providing training and qualification of their agents, eliminating costs and labor fees and generating savings with the skilled labor. AltioPRO is accountable for this this structure, enabling the organization’sprofessionals to focus on the core company’s business.

DIFFERENTIATIONS

We use several tools to optimize each collection phase:

  • Power and Predictive Dialer
  • Billing System
  • Workforce Management
  • Billing System
  • Voice recorder
  • COPC SMD Monitoring
  • Base hygiene
  • Sending SMS
  • Own collection software

HEALTH SERVICE MANAGEMENT

Claims management and critical cases monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

WHO ARE THE SERVICES INTENDED TO?

Aimed at call centers requiring to outsource their service and support services for their customers. Schedule management and monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

FEATURES

Claims Settlement and Auditing of medical consultations, exams, deliveries and dispatch critical of services with a professional specialized 24×7 service structure.

BENEFITS

Your patients’ satisfaction and loyalty.

DIFFERENTIATIONS

By means of segmentation and specialized software engines, from segmentation, trained and equipped operators (customized by our software manufacturer) can mediate the client relationship and minimize insures loses with abuse and fraud situations.

ROOT CAUSE MONITORING COPC®

A highly effective process, based on COPC best practices, to search for root causes (processes, systems and business rules) for customer satisfaction and satisfaction issues through telephone or online transations (email, chat, SMS, whatsapp) monitoring of end-user business transactions.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to know the root cause of process operational problems and/or operational problems of their systems and critical errors that adversely impact their finances, as well as customer satisfaction.

FEATURES

Diagnosing mistakes made during a service or support, either caused by agents or other back-office areas.

The Root Causes tabulation process follows the Kenwin/COPC methodology and uses appropriate tools to establish the Pareto principles of roots with incidence priority and importance.

BENEFITS

  • Cost reduction;
  • More information of your business;
  • Increased quality;
  • Increased productivity and transaction resolution (real-time and deferred);
  • Improved end-user satisfaction and, consequently;
  • Significant increase in the company’s profitability;
  • Use of BI tools COPC®: SMD®.

DIFFERENTIATIONS

Strengthened by our partnership with Kenwin / COPC® Inc., a leading global consulting firm with operations in over 19 countries, represented in Brazil by Kenwin do Brasil, we offer the market a seamless service: BI MONITORING TRANSACTIONS, focusing on business processes.


CUSTOMER SERVICES

Customer Services to clarify doubts and to provide, informations, for register complaints about products and/or services of the company.

WHO ARE THE SERVICES INTENDED TO?

Intended to companies that need to create a communication channel between the company, its end-users or intermediates (resellers, points of sale, franchisees, sellers) and the internal areas of the company, following the guidelines of Decree 6523.

FEATURES

  • Supporting 100% Service Level in 60 seconds;
  • Providing Service Protocol;
  • Listening carefully and critically to customers and transforming the information collected into the basis for developing strategic actions;
  • Orienting customers, having full knowledge of what is happening in the company;
  • Involving various internal areas of the Company regarding the issues brought by the customers, enabling the improvement of the Company’s products and services.

BENEFITS

Establishing a unique and tailored communication with customers, regardless of the city of origin and the subject that drove the call.

DIFFERENTIATIONS

It facilitates the customer’s access to the manufacturer, resolving complaints quickly and efficiently.

FOR IMMEDIATE CONTACT,
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VEHICLE FLEET MANAGEMENT

Vehicle fleet management services (warning of problems, logistic efficiency gains, cargo security, geolocation, cargo tracking etc.) for companies aimed at improving their entire business process and controlling their fleet.

WHO ARE THE SERVICES INTENDED TO?

Vehicle fleet management services (warning of problems, logistic efficiency gains, cargo security, geolocation, cargo tracking etc.) for companies aimed at improving their entire business process and controlling their fleet.

FEATURES

Resource management and monitoring of KPIs for the purpose of improving the entire fleet control process, by advising of problems during the course in order to increase efficiency and safety.

Fleet Control – Real time, mobile mapping of tracked devices, with full, control of kilometers traveled, ignition on/off, driver and others.

Warning of Problems – In the module of vehicle’s on-board tracking system, an “Emergency Button” can be installed, in which the driver, in the event of any problem, can activate the Monitoring Center for investigation.

Efficiency – Control of the use of the vehicle/truck/device. Information on running time and standby time (engine off).

Safety – Electronic Fence where the vehicle cannot pass certain boundaries without an automatic warning being issued. If the vehicle crosses the boundaries, or leaves the position unaftended, an Alert and Alarm will be issued.

  • Fleet View and Control – real time, control of mileage traveled, ignition on/off, driver and others;
  • B-Call (b2b) – warning of problems with the vehicle: stopped, flat tire, engine broken – the driver alerts through the emergency button;
  • Efficiency – control over the effective use of the vehicle/truck;
  • Maintenance – effective control for replacement and maintenance of each vehicle;
  • Driver – driver’s effective control;
  • Billing – control over the truck’s hours of use with Munck/other features.

BENEFITS

Reduction of operational costs such as: fuel consumption, kilometers traveled, maintenance costs, vehicle downtime.

Increased productivity and efficiency, such as activity planning, route optimization, end of vehicle misuse, real-time decision making. Reduced risks of incidents and loss/robbery/theft claims.

DIFFERENTIATIONS

Reduction of operational costs such as: fuel consumption, kilometers traveled, maintenance costs, vehicle downtime.

Increased productivity and efficiency, such as activity planning, route optimization, end of vehicle misuse, real-time decision making. Reduced risks of incidents and loss/robbery/theft claims.

VEHICLE TRACKING

Personnel management and vehicle, product, equipment tracking online services bold together as a single service,, ensure tracking, location and recording of driver’s behavior based on captured events: speed, braking, acceleration, battery, lights, doors, tire pressure, etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most different sectors (financial, pharmaceutical, consumer goods etc.) that require management for vehicle fleet, product, devices, etc.

FEATURES

Tracking of resources and monitoring of KPIs to improve the entire fleet controlprocess, warning of problems, efficiency and safety.

Fleet Control – Real time, mobile mapping of the tracked devices, with full, control of kilometers traveled, ignition on/off, driver and others.

Warning of Problems – An “Emergency Button” can be installed in the module in which the driver, in the event of any problem, can activate the Monitoring Center for investigation.

Efficiency – Control of the use of the vehicle/truck. Information on running time and standby time (engine off).

Safety – Electronic Fence from where the vehicle cannot overtake. Safety – Electronic Fence where the vehicle cannot pass another vehicle. If the vehicle leaves the position, an Alert and Alarm will be issued.

  • Fleet View and Control – real time, control of mileage traveled, ignition on/off, driver and others;
  • B-Call (b2b) – warning of problems with the vehicle: stopped, flat tire, engine broken – the driver alerts through the emergency button;
  • Efficiency – control over the effective use of the vehicle/truck;
  • Maintenance – effective control for replacement and maintenance of each vehicle;
  • Driver – driver’s effective control;
  • Billing – control over the truck’s hours of use with Munck/other features.

BENEFITS

AltioPRO trackers offer you all the security needed to protect your property, whether it’s a vehicle, machine, boat or some other asset.

DIFFERENTIATIONS

Our solution enables the locating vehicles in georeferenced maps, routecheckingmade by the vehicles, maintenance and fuel control and alerts of entrance and exit of electronic fences, etc.

KEY PROPERTY AND LIFE INSURANCE PROCESSES

  • Quoting/calculation of insurance premiums;
  • Issuance of new insurance policies/certificates;
  • Control renewals of the car insurance policies – customer retention – based on the customer registry and effective renewal date of the policy;
  • Anticipate the policy expiration dates, contacting the insurance beneficiary and questioning them about the extension;
  • Update registry of insurance beneficiaries and insurance brokers;
  • Update the insurance beneficiary’s profile;
  • Scheduling appointment for Preliminary Inspection for Vehicles previously insured with date, place and time;
  • Claims notice;
  • Schedule installation of accessories and optional benefits offered by the insurer to the insured: brake inspection, brake pad inspection, lights, tracker installation, shock absorbers, etc.;
  • Proactive contact with brokers to request pending documents for insurance proposals;
  • Confirmation of the Insured’s Profile;
  • Provision of electronic methods for the collection of insurance premiums: bank slip/debit/credit card.

WHO ARE THE SERVICES INTENDED TO?

Services that are intended to life, health, motor and property insurers that aim to reduce transaction costs by increasing quality.

FEATURES

World-class processes being benchmarks of the best practices, and continuously certified and improved.

BENEFITS

  • High specialization of the technical personnel involved;
  • Variable costs, always lower than those practiced by insurance companies;
  • Full process automation made by autonomous system;
  • Quality perceived by the customer, measured by NPS (Net Promoter Score) techniques.

DIFFERENTIATIONS

Superior knowledge of the key insurance and automation processes, ready and supported by an autonomous platform.

CRITICAL HEALTH PROCESSES – AltioMED UNIT

Health care claims management and development of health care related systems, such as: consultation and examination appointment center, patient support programs, claim regulation, medical bill auditing, etc.

WHO ARE THE SERVICES INTENDED TO?

Healthcare companies such as hospitals, clinics, laboratories, health insurance companies, and life insurance companies.

FEATURES

AltioMED is AltioPRO’s business unit, aimed at providing technical security and savings to Health Insurance Planners, thus increasing efficiency and effectiveness of their technical and operational processes. AltioMED offers the following services:

  • Authorization for hospitalizations, exams and medical appointments in clinics, laboratories and hospitals;
  • Medical Appointment Schedule;
  • Insured Record Updating;
  • Affiliated Network Accreditation – Health and Dental Plan;
  • Claim technical management: eligibility checking (adhesion, contract and grace), evaluation, analysis and approval of the main hospital and medical procedures, before the occurrence of the accident, in order to ensure that medical treatments (surgeries and examinations) are adequate in relation to medical diagnoses and pathologies;
  • Auditing of Healthcare Bills: checking of healthcare bills in order to ensure that the materials and healthcare procedures used during the examinations and hospitalizations are adequate – amount charged, quantity, type, specification, variety, consumption, etc.

BENEFITS

AltioMED offers several benefits to your company, such as:

  • Reduced Costs with Technical – Medical Team background;
  • Consistency of conduct/Customized performance;
  • Technical and Administrative Expertise of the Medical Team;
  • High-Performance Professionals;
  • Compliance with deadlines regulatory schedules when “On-Demand” Services;
  • Frequency, seventy and volumetric report;
  • Flow and Process Mapping/Vulnerability Identification;
  • Opportunity for Improvements.

DIFFERENTIATIONS

AltioMED manages its customers’work processesin order to meet their goals for the final business results (combined ratio, average cost of loss, claims, level of quality perceived by the customer/NPS etc.) within the legality and legitimacy of actions, guiding its recommendations and practices for ethics and transparency, aimed at optimizing resources and eliminating waste, thus assuring delivery of services and final products with healthcare cost control.

Within such context, ALtioMED offers customized solutions to each customer, with a professional team of superior performance and technical knowledge, rationalizing and operating critical processes (eligibility, prior authorization of expensive procedures, analysis of healthcare bills, procedures and services, affiliate accreditation, etc.) on behalf of its customers, combining knowledge of Information Technology, Health Management Processes and Healthcare Bills, Specialized Operation and Contact Center.

WELCOME CALL

Welcome is the first contact with the customers who will have the first experience with the products and services of companies from the most diverse segments: credit card, insurance companies, banks, tv services, travelling, etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most diverse segments: credit card, insurance companies, banks, tv services, vehicles, travelling, etc.

FEATURES

AltioPRO will make “Welcome Calls” in order to welcome the customer, providing brief explanation of the products and/or services contracted. Optionally, you can offer new products and services or extend the coverage of services originally contracted.

BENEFITS

AltioPRO assures not only a positive experience the moment the customer actually begins the relationship with the organization, but also an excellent feedback on the acquisition process, involving the steps of prospecting, negotiation, sales and delivery.

DIFFERENTIATIONS

AltioPRO, aimed at ensuring customer service excellence, implements operations with coordinated customer service teams, including supervisor, coordinator, quality monitoring, and periodic behavior training that ensures a high degree of adherence to the requirements of your project.

SALES CAMPAIGN

Telephone sales center using active contact, i.e., the company calls the prospect or sends emails, SMSs, or online messages to offer the company’s products.

WHO ARE THE SERVICES INTENDED TO?

Companies seeking to improve retail sales of products sold by multichannel telemarketing (insurance, cable TV, credit card, ads, etc.) using high technology with intelligent processes, probing techniques, argumentation and closing.

AltioPRO has extensive experience in credit card, mobile, real estate and car listings, mass insurance, cable TV and so on. In addition, it has specialized database marketing professionals.

FEATURES

AltioPRO is responsible for all such sales structure with all the complex strategy for commissions and compensations, enabling organization’s professionals to focus on the core business of the company, with no need to allocate resources for IT and physical space – exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

BENEFITS

Further enabling your telesales operations with AltioPRO, the contracting company reduces investment costs for training and qualifying their agents. Not to mention that the costs and labor charges are under AltioPRO’s full responsibility.

DIFFERENTIATIONS

Use of resources and technologies that ensure the best efficiency and result for your business:

  • Power and Predictive Dialer
  • AltioPRO’s CRM
  • Workforce Management
  • Billing System
  • Voice and screen recorder (optional)
  • COPC SMD Monitoring

RSVP

Service for confirmation of guestattendance to corporate events.

WHO ARE THE SERVICES INTENDED TO?

Companies from different segments requiring confirmation of attendance to your company’s events or third-party events where your company is attending.

Confirmation of attendance to your company’s or third-party events where your company is attending.

RSVP is the abbreviation for “Répondez S’íl Vous Plaît” which means “Please reply”.

FEATURES

  • Active RSVP: We contact the guest to confirm attendance to the event, clarifying doubts regarding the ceremony and party location, parking space, outfit, list of gifts, etc.
  • Receptive RSVP: The guests reply their attendance through our contact numbers, written at the bottom of the invitation.

AltioPRO believes the attendance confirmation service should be much more than a simple head counting. After the invitation, this is the closest contact and, as such, an opportunity to inform and engage the guests with the purpose of the event.

BENEFITS

Attendance confirmation is essential for an event organization and functionality. Knowing the number of confirmed guests ensures adequate service in all aspects.

This is the best way to avoid unnecessary expenses when hiring services for numbers above those that will actually be attending, or even surprises by the attendance of a number greater than that previously contracted.

DIFFERENTIATIONS

Our team is prepared to act in the most diverse types of events, meeting all kinds of needs, with high-standard support.

IT SERVICE DESK

Outsourced incident management and troubleshooting service for the contracting company’s IT environment.

WHO ARE THE SERVICES INTENDED TO?

Aimed at companies that wish to outsource IT service desk support by answering calls from users and solving technical incidents and prevent future problem to occur again.

For large companies that already have an IT department, AltioPRO’s Service Desk enables internal teams of the company to remain focused on the business. Meanwhile, AltioPRO takes care of technical and operational issues, while reducing the operation’s downtime.

Incident handling, focusing deeply on the root causes of problems, nullifying them over time.

Our Service Desk processes follow the methodologies: ITIL(Information Technology Infrastructure Library) and COPC.

FEATURES

Service Desk provides IT-focused services to manage incidents and problems, providing interfaces to other processes, such as change requests, service level controls, availability management, and much more. It is responsible for managing and monitoring all issues related to IT services (incidents, changes, requests, queries, complaints, etc.).

BENEFITS

  • Reduced cost with physical space and hiring of professionals;
  • Assured resolution of user’s technical problems;
  • Speed in attendance and resolution of technical incidents;
  • Further qualification of the IT environment and incident handling.

DIFFERENTIATIONS

AltioPRO is a company founded by professionals with vast experience and solid career in the Information Technology sector. For this reason, all our IT professionals, equipment and processes follow the highest standards in the market, ensuring differentiated levels of satisfaction with reduced rework and total cost of ownership.

SOCIAL MEDIA MANAGEMENT

Complaint monitoring and inspection services in the most diverse social medias and complaint websites: RECLAME AQUI, PROCON, FACEBOOK, INSTAGRAM, TWITTER, FALE CONOSCO: control, respond and provide customer service.

WHO ARE THE SERVICES INTENDED TO?

Companies from all service segments which are concerned with exposure of their brands and relationship with their customers in the media or social networks.

Tracking, checking and handling complaints on the most diverse social media and complaint websites: RECLAMEAQUI, PROCON, FACEBOOK, INSTAGRAM, TWITTER, FALE CONOSCO.

FEATURES

AltioPRO creates engagement with your target audience and strengthens your brand in social media. We create and publish relevant and interesting content for your target audience on all social media and complaint websites: RECLAMEAQUI, PROCON, FACEBOOK, INSTAGRAM, TWITTER, YOUTUBE, FALE CONOSCO. Control, respond and provide customer service.

  • Creation of an extremely efficient communication channel for your company;
  • Customer retention;
  • Large channel for promoting new products and services;
  • Promoting new utilities and applications for your products.

BENEFITS

Having social network management, being attentive and keeping in touch with your customer’s specificities. That is a great way to win them. That is why Altio ensures the management of social networks, which is so important today. Social networks offer a range of possibilities and advantages for brands and companies: online support, competitor analysis, result monitoring and analysis, greater engagement of fans with brands, among other services.

DIFFERENTIATIONS

AltioPRO ensures security in workflows, with personalized training, exclusive and adjustable account management to manage workflow across all departments of the company.

ACTIVE FOR SALES

Multichannel sales center using active telemarketing, techniques i.e., the company calls or interacts electronically with the prospect to offer the company’s products.

WHO ARE THE SERVICES INTENDED TO?

Companies seeking to improve retail sales of products sold by telemarketing (insurance, cable TV, credit card, ads, etc.) using high technology with intelligent processes, probing techniques, argumentation and closing.

AltioPRO has extensive experience in sales operations for credit card, mobile, real estate, car, mass insurance, cable TV and so on. In addition, it has specialized database marketing professionals.

FEATURES

AltioPRO is responsible for all such structure, enabling organization’s professionals to focus on the core business of the company, with no need to allocate resources for IT and physical space – exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

BENEFITS

By further enabling your telesales operations with AltioPRO, the contracting company reduces investment costs for training and qualifying their agents. Not to mention that the costs and labor charges are under AltioPRO’s full responsibility.

DIFFERENTIATIONS

Use of resources and technologies that ensure the best efficiency and result for your business:

  • Power and Predictive Dialer
  • AltioPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice and screen recorder (optional)
  • COPC Contact Monitoring with full discovery of root causes of uncessfull attempts to solving problem.

INBOUND TELEMARKETING

Telephone customer service is made when the customer calls a service number provided by the company (0800 and 400X) as access online services by chat, email, whatsapp, short messages etc.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, pharmaceutical, insurance, financial, consumer goods, etc.) requiring to provide customer support over the phone, chat or email. Providing a high level of management and quality in their critical business operations: insurance, health, Customer Service, Ombudsman, etc.

FEATURES

AltioPRO is responsible for all suchstructure, enabling organization’s professionals to focus on the core company’s business, granting resources for IT and physical space and exempting the contractor from rental costs, property taxes, electricity, internet, software and applications, IT personnel responsible for the technical support and system maintenance.

Controls:

  • Operator access controls;
  • Queue Service Level;
  • Call Abandonment;
  • Customer satisfaction;
  • Attendant Creation and Change of Skills;
  • Break Monitoring;
  • Real-time view of all inbound and outbound calls;
  • Creation of Reports and Customization as needed.

BENEFITS

Further enabling your receptive telemarketing operations with AltioPRO, the contracting company reduces investment costs in: training and qualifying their agents. Not to mention that the costs and labor charges are under AltioPRO’s full responsibility.

DIFFERENTIATIONS

Highly specialized features as well as a structure to receive many calls.

Another advantage is the scalability according to demand. AltioPRO easily absorbs peak periods when the number of calls increase substantially.

Use of resources and technologies that guarantee the best efficiency and result of your business:

  • Avaya CMS
  • AltioPRO’s omnichannel CRM
  • Workforce Management
  • Billing System
  • Voice recorder and synchronized screen
  • COPC SMD Monitoring

NPS (NET PROMOTER SCORE) – SATISFACTION SURVEY

Market research aimed at measuring customer satisfaction, both in qualitative and quantitative aspects of after-sales service.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to measure how much their consumers/clients are loyal to their brand or measure the overall satisfaction of their company or product/service.

We conduct quantitative and qualitative market research, customer satisfaction survey and after-sales service.

FEATURES

The company uses Email, SMS, web searches, phone and mobile to do the survey. Everything is done with a complete and highly technological structure to approach customers without negatively impacting them (in a cordial, fast and efficient way). The entire process is simplified and carried out in a very quick and objective way, aimed at maintaining customer satisfaction and loyalty.

BENEFITS

NPS can be used by any company, of any size or activity segment. Moreover, it can be used to measure overall satisfaction with a business or transaction, at each point of contact.

During both the questionnaire and result assessment phases, Net Promoter Score allows easy assimilation by clients, operators and managers.

DIFFERENTIATIONS
Altio has developed a Customer Satisfaction Survey Management tool for its clients, which conducts after-sales surveys to measure consumer satisfaction for companies using Net Promoter Score in a simple and innovative way.

CATI(COMPUTER ASSISTED TELEPHONE INTERVIEWING) – CUSTOMER SATISFACTION SURVEY WITH DEEPENING CAUSES OF DISSATISFACTION

Service designed to measure how much your consumers or other companies are satisfied with the services and/or products offered to their customers.

This measurement is made through (quantitative and qualitative) market research, customer satisfaction survey and after-sales service.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that seek to understand and qualify their customers’ satisfaction levels as well as in relation to their brand.

FEATURES

It’s achieved through the telemarketing survey service. With an exclusive software for dialing and tabulating the questions, Altio accomplishes a high level of effectiveness and, therefore, has one of the best research costs in the market.

BENEFITS

The survey can be applied as a specific action to measure a service, through outbound service, every six months or annually, according to the Quality Policy adopted by the company, or can be applied regularly after providing services with more objective questions.

It can be applied taking advantage of the moment in which the customer contacts us or in specific campaign generated with specific purposes.

DIFFERENTIATIONS

100% of the surveys are made available for auditing and all reports are customized and changed according to customers’ needs.

COLLECTIONS

Collection services (1st and 2nd Level, SMS, Bank Slip Credit Card and Automatic Debit, Negotiation and Debt Settlement, etc.) with a customized approach according to each type of customer and company, aimed at reaching the credit recovery targets without harming the relationship with the customer.

WHO ARE THE SERVICES INTENDED TO?

Companies from the most varied sectors (financial, insurance, pharmaceutical, consumer goods, etc.) that need credit recovery services due to the increasing default rate of the market.

FEATURES

With its own methodology, AltioPRO studies each case thoroughly, fully committing to find the best solution. Each customer has a different portfolio and different requirements for collection procedures, so we focus on finding the best tactics to respond with the best results.

BENEFITS

Outsourcing operations exempts the company from providing training and qualification of their agents, eliminating costs and labor fees and generating savings with the skilled labor. AltioPRO is accountable for this this structure, enabling the organization’sprofessionals to focus on the core company’s business.

DIFFERENTIATIONS

We use several tools to optimize each collection phase:

  • Power and Predictive Dialer
  • Billing System
  • Workforce Management
  • Billing System
  • Voice recorder
  • COPC SMD Monitoring
  • Base hygiene
  • Sending SMS
  • Own collection software

HEALTH SERVICE MANAGEMENT

Claims management and critical cases monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

WHO ARE THE SERVICES INTENDED TO?

Aimed at call centers requiring to outsource their service and support services for their customers. Schedule management and monitoring, appointment of exams, monitoring and interaction with the healthcare professional’s individual schedule, confirmations of appointments and exams via SMS, URA or human customer service and support.

FEATURES

Claims Settlement and Auditing of medical consultations, exams, deliveries and dispatch critical of services with a professional specialized 24×7 service structure.

BENEFITS

Your patients’ satisfaction and loyalty.

DIFFERENTIATIONS

By means of segmentation and specialized software engines, from segmentation, trained and equipped operators (customized by our software manufacturer) can mediate the client relationship and minimize insures loses with abuse and fraud situations.

ROOT CAUSE MONITORING COPC®

A highly effective process, based on COPC best practices, to search for root causes (processes, systems and business rules) for customer satisfaction and satisfaction issues through telephone or online transations (email, chat, SMS, whatsapp) monitoring of end-user business transactions.

WHO ARE THE SERVICES INTENDED TO?

Companies that need to know the root cause of process operational problems and/or operational problems of their systems and critical errors that adversely impact their finances, as well as customer satisfaction.

FEATURES

Diagnosing mistakes made during a service or support, either caused by agents or other back-office areas.
The Root Causes tabulation process follows the Kenwin/COPC methodology and uses appropriate tools to establish the Pareto principles of roots with incidence priority and importance.

BENEFITS

  • Cost reduction;
  • More information of your business;
  • Increased quality;
  • Increased productivity and transaction resolution (real-time and deferred);
  • Improved end-user satisfaction and, consequently;
  • Significant increase in the company’s profitability;
  • Use of BI tools COPC®: SMD®.

DIFFERENTIATIONS

Strengthened by our partnership with Kenwin / COPC® Inc., a leading global consulting firm with operations in over 19 countries, represented in Brazil by Kenwin do Brasil, we offer the market a seamless service: BI MONITORING TRANSACTIONS, focusing on business processes.

CUSTOMER SERVICES

Customer Services to clarify doubts and to provide, informations, for register complaints about products and/or services of the company.

WHO ARE THE SERVICES INTENDED TO?

Intended to companies that need to create a communication channel between the company, its end-users or intermediates (resellers, points of sale, franchisees, sellers) and the internal areas of the company, following the guidelines of Decree 6523.

FEATURES

  • Supporting 100% Service Level in 60 seconds;
  • Providing Service Protocol;
  • Listening carefully and critically to customers and transforming the information collected into the basis for developing strategic actions;
  • Orienting customers, having full knowledge of what is happening in the company;
  • Involving various internal areas of the Company regarding the issues brought by the customers, enabling the improvement of the Company’s products and services.

BENEFITS

Establishing a unique and tailored communication with customers, regardless of the city of origin and the subject that drove the call.

DIFFERENTIATIONS

It facilitates the customer’s access to the manufacturer, resolving complaints quickly and efficiently.

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