Facilities & Services
BPO Facilities
| Floor Space: | 16,000 square feet |
| Total Seats: | 250 Seats with Gym, Nursing Room and Game room facilities |
| Operation Hours: | 24/7 x 365 days |
| Language: | up to 15 languages |
| Certification: | Payment Card Industry Data Security Standard (PCI) |
| Back Up Site: | A separate warm back up site is available 24/7, with a total of up to 60 seats for immediate move in |
“You will never have the second chance to make the good first impression.”
BPO Facilities
Customer Service
Channels
Channels
We provide you and your end-customers the assistance they require whenever and wherever they are. We support your customers through channels most convenient to them.
Voice Channels
- Oral communication is essential to keep the customers happy. It is a key tool for effective customer service
- Customer Care Hotline
- Video Chat
Non - Voice Channels
- Live Chats
- Chatbots to support high traffic
- In-app
- SMS
“You will never have the second chance to make the good first impression.”
Customer Service Channels
24/7 Customer
Service Centre Hotline
Service Centre Hotline
We ensure that every call is professionally answered. It is crucial that your calls are handled with great care, knowledgeability and professionalism.
“You will never have the second chance to make the good first impression.”
24/7 Customer Service Centre Hotline
Inbound Customer
Service Campaigns
Service Campaigns
- General Customer Care Hotline
- Emergency 24/7 Hotline
- E-commerce Help Desk Hotline
- Online Shopping Help Desk Hotline
- Fundraising for Charity
- After Sales Service Hotline
- Service Warranty Hotline
- Ticket booking Hotline
- Technical Support Hotline
- Order-taking Hotline
- RSVP Hotline
- Product Recall Hotline
- Seminar Registration
“You will never have the second chance to make the good first impression.”
Inbound Services
Outbound Service
- Charity Fund Raising Campaigns
- Win-back Customers Campaigns
- Customer Satisfaction Survey Campaigns
- Sales Lead Follow Up Campaigns
- Database Cleansing Campaigns
- VIP Appointment Setting Campaigns
- Upselling & Cross-selling Campaigns
- Direct Mail Follow-up Campaigns
- Trade Show Follow-up Campaigns
- Seminar Registration Campaigns
- Payment Reminder Campaigns
- Database Cleaning
“You will never have the second chance to make the good first impression.”
Outbound Services
Digital Transformation
from your Offline
Customer Service to
Online Customer Service
from your Offline
Customer Service to
Online Customer Service
- Live Chat & Chatbot Development for your e-commerce platform
- Facebook Live Messenger, Live Chat & Chatbot Integration
- WhatsApp Business API
- Omni-channel Support
- Customization of Customer Logging Solutions
“You will never have the second chance to make the good first impression.”
Digital Transformation
Customer Support (Back Office) Services
- Redemption Centre - for your customers to drop-off or pick-up their purchases
- Pick and Pack Services - handle your ever-increasing E-commerce customers shopping needs
- Showroom for Product Display - showcase your product when customers visit our Redemption Centre
- Data Management - data entry, analysis, verification, mining etc.
- Direct Mail Centre - personalized letters to customers, mail merging, stamping, and bulk postage services
- CRM Database Development - customizing call logging systems for customer behavior analysis
- Big Data Analysis - it is critical to have data for your Marketing intelligence. Our Data Analyst will ensure its accuracy and quality
“You will never have the second chance to make the good first impression.”
Customer Support (Back Office) Services
Our Clients
Automobiles
Cosmetic
Dairy Products
Exhibition and Trade Fair Organizers
Hospitality
Government Departments
FMCG Brands
e-Commerce Retailers
International Non-Governmental Organization
Nutrition
Public Utilities
Personal Care
Wellness
Awards
2019
2019 Corporate Employer of the Year 2019 (Outsourcing Service)
Awarded by Asia Pacific Customer Service Consortium
2019
2019 Outsourcing Service of the Year 2019 (Contact Center - Hong Kong)
Awarded by Asia Pacific Customer Service Consortium
2019
2019 GOLD Award - Mystery Caller Assessment Award
Awarded by Hong Kong Call Centre Association
2018
10+ Years Caring Company
Awarded by Hong Kong Council of Social Service
2018
2018 GOLD Award - Mystery Caller Assessment Award
Awarded by Hong Kong Call Centre Association
2017
2017 Contact Centre Service Bronze Award for Shell Hong Kong Limited, managed by Make The Right Call
Awarded by Hong Kong Association For Customer Service Excellence
2017
2017 GOLD Award - Mystery Caller Assessment Award
Awarded by Hong Kong Call Centre Association
2016
2016 - Outsourcing Service of the Year 2019 (Contact Center - Hong Kong)
Awarded by Asia Pacific Customer Service Consortium
2016
2016 Contact Centre Service Bronze Award for Shell Hong Kong Limited, managed by Make The Right Call
Awarded by Hong Kong Association For Customer Service Excellence
2016
2016 - HSBC Living Business Award
Awarded by HSBC Living Business Awards
About Us
With over 15 years of experience, Make The Right Call has established its reputation within the Call Centre industry as the “Customer Service Game Changer” and leader in Customer Experience with ongoing innovation, Data Security Awareness, and enhanced Standard Operating Procedures to meet an ever-changing customer behavior in the new norm business environment.
Operating 24/7, Make The Right Call works as an integrated extension to your business unit. Our call centre is based in Hong Kong with a seating capacity of over 250 and able to service up to 15 different languages to not only Asian and English-speaking markets but also to the European market.
Operating 24/7, Make The Right Call works as an integrated extension to your business unit. Our call centre is based in Hong Kong with a seating capacity of over 250 and able to service up to 15 different languages to not only Asian and English-speaking markets but also to the European market.
Make The Right Call works as your dedicated “in-house” partner, helping you trim down the cost of setting up a customer service centre and most importantly cutting short the learning curve to building an efficient team. We take great care in meeting the aims and objectives of your projects, and we deliver to exceed your expectations.
We take great care of your brand and have in-depth understanding of the importance of customer satisfaction. Our tagline "You will never have a 2nd chance to make the 1st good impression" is a promise to impress your customers with how much you care for their business with you.
We take great care of your brand and have in-depth understanding of the importance of customer satisfaction. Our tagline "You will never have a 2nd chance to make the 1st good impression" is a promise to impress your customers with how much you care for their business with you.
Why Make The Right Call
Global Experience
Over 15 years of Call Centre Experience for Global Brands
Robust Operation hours
24/7 Operations covering Worldwide Markets
Languages
Serviceable in 15 different languages to cater to English, Asian, Middle Eastern and European Markets
Award Winning Call Centre
Achievements for Clients
Year-over-year achievement of the “Service Pledge” to our clients
Staff turnover
Average staff turnover at 12%
High Staff Morale
Annual Thematic events to motivate staff morale
People Management
A diverse and multi-cultured call centre with a fun, energetic and inclusive workplace environment
Call for Performance
A strong “result-oriented mindset” set across the board. Our leaders are all Certified Call Centre Professionals
Service Innovator
A “service innovator” mindset that creates value added service to end customer, in persistent search for simpler and more efficient process for customer satisfaction and importantly, to look for added cost efficiency
Trust
Ongoing trust and support from our clients with over 14 years of strong business relationship
Our Key Strategies
Integrated Relationship, People, Performance & Communication
Compliance
PCI Certified and ISO 27001 environment
Goal & Mission
Our mission is to improve your customer experience with your end customers. Our mission does not end here, we create your Brand Ambassadors whom your customers will feel proud doing business with.
This is all made possible with our stringent Quality Management, vibrant and energetic People Management Program and a fun and stress-free work environment.
Our Philosophy
Make The Right Call believes in managing its resources to its greatest productivity. We strongly believe in “People Initiatives”. We acknowledge the power of people management and its ability to help any organization achieve great results. We value teamwork and understand that a high performance environment is key for success.
Diversity & Inclusion
To operate successfully as a global organization, it is essential that our people reflect the rich cultural, ethnic and gender diversity of our markets.
Our Mission at Make The Right Call is to harness diversity and inclusion to stimulate performance, inspire innovation, create opportunities and promote peace & harmony.
At Make The Right Call, we assign every individual by leveraging their strengths, abilities and capabilities.
People @ MTRC
Our Team
Candice Wu
Customer Care Manager
Gina Wong
Founder & CEO
Steve Kwok
Operations Director
Channing Lee
Customer Care Manager
Kammie Chong
Customer Care Coordinator
Gary Chow
Customer Care Manager
Sophine Tse
Customer Care Supervisor
So Wai Man
Customer Support Leader
Kim Ho
Customer Care Leader
Christy Chan
Customer Care Leader
Yue Ka Wing
Customer Care Manager
Naveen Kumar
Customer Care Manager
Katherine Mak
Senior Customer Support Manager
Julia Lee
Customer Care Manager
Careers
MAKE THE RIGHT CALL is the ideal place to jumpstart your career as a Customer Care Professional. With over 15 years of Call Centre Experience for Global Brands, we provide our staffs a vibrant, energetic, productive and fun environment where you can develop a career. An award-winning Call Centre based in Hong Kong, we cultivate proud professional Customer Service personnel with career advancements.
Our ongoing Staff Wellness Program ensures you are always taken care of mentally and physically with our gym facilities, nursing room, game area and pantry. We strongly believe in work-life balance and we have ample resting area to take your breaks. If you happen to love cooking, our pantry provides you the opportunities to share your skills with your friends.
If you have the passion to engage with people of various ethnic and race, enjoy the challenge of resolving customer’s concerns and want to work with great colleagues, we want to hear from you.
Our ongoing Staff Wellness Program ensures you are always taken care of mentally and physically with our gym facilities, nursing room, game area and pantry. We strongly believe in work-life balance and we have ample resting area to take your breaks. If you happen to love cooking, our pantry provides you the opportunities to share your skills with your friends.
If you have the passion to engage with people of various ethnic and race, enjoy the challenge of resolving customer’s concerns and want to work with great colleagues, we want to hear from you.
Please send your resume to [email protected]
Customer Service Team Leaders
Senior Customer Service Officers
Call Centre Managers
Contact
Contact Us
Main Site
16 Floor, Magnet Place Tower 177-81 Container Port Road,
Kwai Chung, Hong Kong
Back Up Site/DR Site
Unit F, 9/F,Gee Wing Chang Industrial Building,
6 Fung Yip Street,
Chai Wan, Hong Kong
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