From customer service to customer experience.
We provide the most optimal total services
that matches the client’s needs through
experienced veteran agents.
By providing matching customer services and insights through specialized reports, users are able to concentrate on more important tasks.
We provide
the best service.
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Service Boundaries
expert outsourcing from customer services
efficient at-home work system.
Digital Operation
Call, chat, mail, and dashboard all in one combined management maximize productivity through AI post-proccessing and searching at-home work management solution.
Service Costs
Depending on the amount of request and enquiries, suitable matching costs are proposed.
Work Environment
Independent outsourcing manangement professionalized customer service solution provision guaranteed privacy through personal information management.
Over 3,000 brands work with TWC.
By providing the most suitable customer services and management
for each individual client, we are growing together alongside the companies
that are the trendsetters of their industry.
Leading the trend in customer service!
TWC Contact Center
The Trendsetter of Customer Service
Call Center
(Call center)
In the past, voice channels were the only method
for customer repsonse only one call channel was
used to manage operations.
CCaaS
(Contact center as a service)
First ever omni-channel.
SaaS solution in the domestic industry.
*SaaS based amalgamated AI customer service solution.
→Launched cloudgate
AICC
(Artificial intelligence contact center)
Customer service SaaS solution +
Automation through AI technology
* Automated conversation.
summarization and keyword extraction
* Automated conersation.
analysis and statistical report generation.
TWC Contact Center (BPO)
Exceeding CS, delivers CX management’s corporate key values
and presents reasonable prices that maximize efficiency
in operations management.
Operation
The most realistically important task
reasonable & professional.
In order to implement of core business strategies
and mid- to long-term tactics accordingly,
the omnidirectional operation task that is dealt
with by tthe business side is extremely important.
To allow client companies to be able to concentrate on more important matters, TWC will design and execute
the tasks that are required to be completed to succesfully complete the more important tasks.
BPO
Business Process Outsourcing
From customer service to business operations,
all-in-one total operation management solutions.
ISO / IEC 27001
First ever to receive international protection verification
in domestic customer service solution & operations field.
Complete more tasks! TWC will take care of operations for you!
From customer service to content management all at once!
Omni-channel CS
CALL, TALK, mail, chatbot, etc.
Multichannel amalgamated consultation.
Research
Call, email surveys.
(customer satisfaction investigation, etc)
VOC Management
Interior·exterior VOC management, improvement suggestions,
external civil complaint processing.
Back-office Operating
Product registration,
order management, settlement, etc
a wide range of back-office operations.
Data Refinement
Data (DB) restrigation,
edit / management.
Data Labeling
Data improvement management
for AI machine learning.
Contents Monitoring
Ads, SNS media content monitoring,
abusing evaluation, control.
Contents Manufacturing
Contents edit, refining, regitration management.
From companies’ early business stages to succesfull businesses,
we plan businesses to match the company’s situation and company’s needs.
Why do companies desire TWC’s BPO outsourcing?
Service User Increse
Government office M,
state worsened due to lack of
service advertisement.
Through UP-SALES strategic management,
user count increased by 50%, and sales increased
more than 14%.
Before
policy improvement
Increase in customer
breakaway rates.
After
policy improvement
Drop in customer
breakaway rates.
Customer Breakaway Rates
Mobility company S,
cancellation penalty policy claim,
customers left causing.
8%p drop in customer churn
after policy improvement proposal.
Service launching while competing with other distribution firms
Commerce D → setup injected
Brand’s CS policy & process constructed.
“I would like to sincerely thank TWC for having the best operation
task & customer response service that I know of”
(D platform PM mid-interview)
Non-contact era, TWC contact center at-home work system.
Anytime anywhere, environment where customer service is possible.
Benefits of at-home work systems
For efficient at-home worksystematic and disciplined||system used to manage and operate.
Incheon, Paju, etc. The distance
doesn’t matter if its far, recruitment is still possible recruitment becomes easier, employment rates up.
Various costs reduction possible compared to collective contact centers cheaper costs.
Call & Chat unified operations, management & satistics All included in SaaS type AICC solution.
Monitoring software operations &
management through installation
service quality maintained.
Security software installation
allows corporations &
customer information protected.
While interviewing customer service agents!
To match each agent’s work environment at-home work systems are used actively.
“I currently stay at a center near my company due to the company being so far away from home, Being empathetic for agents who face difficulties while also being able to do my customer service job properly was really nice!”
Customer Service from A to Z by Operations Experts
Through proividing professionalized customer
experience business outsourcing’s process.
Kick-off Meeting
- Customer’s thoughts decision maker
- In charge hands-on staff
- Needs analysis stage
Pre-consulting
- Internal operations diagnosis tools
- OPI operations, risks & capabilities pre-diagnosis
- Graftable know-hows derived → strategies established
Workplan Establishment
- For materializing derived strategies
- Detailed, structured schedules
- Establishing plans
Data Design
- VOC coding categorization
- SL indicator establishment KPI and designing
VOC Reports
For deriving VOC insights
regular reports submitted & reviewed
Service Plan
Select plans that match the client
companies’ size or service range.
Lite Plan
1,500,000 won
*CS agent sharing service
Monthly plan subscriptions ( VAT seperate)
- CS by call / CS by chat
- Dashboard / Mail CS
- Community Monitoring Activity
- Operator Productivity management
- CS QA / Data Report
- Happy / Cold call, mail activities
- At-home work management service (discuss seperately)
Professional Plan
Seperate Discussions
*1 on 1 agent operations
Chat with experts first, select monthly plan later
- Team services
- Light plan service included
- Response / processing rate performance management
- VOC management
- happy / cold call, mail activity (outbound)
Premium Plan
Seperate Discussions
*Minimum of 2 managers operating
Chat with experts first, select monthly plan later
- Dedicated team service
- Lite ~ Professional service included
- Read time service level management
- Global Customer service
- Emotional counseling
- Regular operations / trend reports
- VIP dedicated management
- Customer satisfaction survey
Enterprise Plan
Seperate Discussions
*2 managers operating per team
Chat with experts first, select monthly plan later
- Dedicated team service
- Lite ~Premium service included
- Blog / SNS management
- Additional operation customizing
- Matching solution development (SI)
- Corporate type professional operation service provided
Guaranty Service Quality
TWC ensures that service qualities provided are above the korean
industry standard.
TWC have been acknowledged to have an average
CS response rate & SL of 98% accquired a related
certificate in Novemeber, 2020.
Average CS
response rate & SL.
TWC BPO Client
company satisfaction rate.
Customer Interview
Endless operation’s range
created by experts
a small but significant difference.
Allows for CS conversations to be faster and precise, leading to customer service qualities have been improved significantly.
