We have profound experience in delivering outsourced call center support services to assist businesses worldwide. For over two decades, we have been delivering support to businesses, including manufacturing, retail, healthcare, financial institutions, and more. We bank on effective strategies customized to your individual needs to meet the support requirements of your business. These include customized scripting, comprehensive training, quality assurance measures, and more.
Our call center support process follows structured steps to assist customers. Firstly, our agents gather the required details and understand the concerns or issues. Following this, we analyze the issue and provide a solution for troubleshooting it. If escalation is necessary, we transfer the call to specialized teams. Finally, we document the interaction for reference. We also gather feedback to enhance communication skills and product knowledge for improved customer service.
Our team comprises skilled agents trained in exceptional communication and problem-solving. They are dedicated to supporting you in handling customer inquiries, and troubleshooting technical issues, managing orders, etc. All of our agents are trained to deliver support across multiple channels, such as chat, voice, and email. This helped our clients offer seamless support to their customers in their preferred mode. Banking on this consolidated approach, we have enabled our clients to have a 90% reduced wait time for their customers.
We empower our agents with the latest call center tools to ensure seamless interactions and maximum productivity. This includes customer relationship management (CRM) systems like Salesforce and Zendesk, ticketing software for issue tracking, and automated call distribution (ACD) systems for routing calls. In addition to these, we use various tools for monitoring and recording calls. This helps us understand common customer queries and their expectations. We use this data to refine our strategies and deliver a better customer experience.