Manufacturing Call Center Services

As an experienced call center services provider, we have delivered customer support for manufacturing businesses since 2000. We understand manufacturing businesses require diverse customer support types to meet varied needs. These include technical support, billing support, pre-sales support, post-sales support, and more. Our experts provide these support services over multiple channels such as phone, email, chat, social media, etc.

We allocate each client a dedicated team of customer service representatives, technical support specialists, quality assurance agents, team leads, trainers, and operations managers to ensure smooth and seamless operations. Alongside, we develop custom strategies to serve each manufacturing sector's needs (production processes, supply chain dynamics, and product specifications). As a result, we assure our clients a first-call resolution rates of 98%.

We bank on a structured system for resolving complex queries efficiently.  For instance, if a customer calls for an issue, say recurring equipment malfunctions, our tier-one agent will troubleshoot it immediately. In case the problem is unresolved, it will be escalated to tier-two engineers for comprehensive diagnostics. In this way, we deliver quicker and more accurate resolutions to your customers. In addition, we deploy proactive support with a personalized approach to enrich customer experience. Further, we specialize in delivering customer support in many languages, making it easy for your customers to comprehend easily.

One of the key causes we are committed to is to improve response quality. To ensure this, we rely on two key elements: well-developed processes and advanced technologies. As part of our process, we focus on rigorous agent training, continuous process refinement, and periodic quality assessments to sustain quality levels. This is primarily achieved by measuring KPIs such as call completion rate, customer satisfaction rate, average call duration, and call handling time. Likewise, we integrate CRM systems for streamlined customer interactions, optimize databases for quick access to product info, and knowledge management tools to access standardized solutions.