Ensuring that your customers receive what they expect, exceeding expectations every time is our value proposition. For more than 17 years, we have delivered Contact Center Services on time, on budget and in scope.
The following options are available for all KPI Connect Service Program offerings:
Outsourced Customer Care Services
With customers now more connected than ever before, there is a growing demand for the development of multi-channel communication between businesses and their customers. These days, the true difference-maker for a business is no longer just the quality of products and services offered, but providing a satisfying customer service experience. However, there are many obstacles that make running a customer interaction center complex and expensive, including rising equipment costs, recruiting issues, and the rapidly changing technological landscape.
By outsourcing customer care services, businesses can provide a more satisfying experience for the customer at a more affordable cost without sacrificing the quality of services offered. Outsourcing allows the company to focus on its primary business activities and helps to enhance customer relationships by providing service beyond normal operating hours, ensuring consumer retention and loyalty. Customer care services can handle a wide range of duties, including logistics, marketing, sales, product support, and customer interaction activities such as inbound and outbound calls, email and chat support, billing, and much more.
Inbound Customer Support
A well-handled inquiry can turn a negative into a positive with high-quality inbound customer support. Clients will appreciate receiving a timely and polite response from an experienced customer service professional with strong knowledge of products and services, further nurturing the relationship between business and customer. Agents can address any questions or concerns and resolve issues immediately without waiting until traditional business hours.
Product Support (i.e., Q&A, recalls)
When a customer is having trouble with their product, an experienced and helpful person on the other end of the phone is very important. Product support personnel can help resolve issues, and address concerns in a timely manner. Accurate details about recalls, coordinating returns, repairs, and replacements, and answering every question a customer might have is vital to instilling confidence in the customer. With extended hours, product support can deal with the after-hours and overflow, strengthening a company's brand and showing customers how valuable they are to a business. Other services offered include:
- Recall planning and management
- Escalation support
- Process tracking
- Complaint investigation
- Customer satisfaction surveys
Back Office Support
Back office roles consist of internal business functions that enhance the customer's experience. The wide variety of back office duties are essential to a company's primary business process and keep things running smoothly behind the scenes. Rather than being reactive, back office support proactively provides the best experience possible for the consumer through content creation and moderation, fraud protection, application verification, claims processing, and much more. Other internal activities include:
- Data entry and management
- Billing and purchasing
- Quality assurance
Studies suggest more than two-thirds of customers hang up when they can't reach a real person in less than 1 minute on the phone. To help alleviate this problem, help-desk overflow offers services to cover peak hours, for extended hours, special events and promotions, and campaign relief. Whatever the reason, overflow agents offer prompt service and seamless integration with any business, leading to happier customers who don't have to wait. Overflow agents not only act as an answering service, but they can also accommodate needs in order to prevent lost calls and irate clients. The following benefits man help you increase the quality of your Customer Service:
- Explanation of products and services
- Manage billing inquiries
- Process orders
- Customized in-call scripts
Claims, Complaints & Compliments
Customer feedback is a valuable asset for any business. Allowing a customer service center to take care of claims, complaints, and compliments relieves the burden from the company so they can concentrate on their core business. The service involves organizing and analyzing feedback from customers and prioritizing complaints based on severity. Instant acknowledgement and timely responses result in more satisfied clients, converting their unhappiness into brand loyalty when handled correctly. Agents with the expertise to handle complex questions follow up with customers and present special offers to extend goodwill. Satisfaction surveys are also conducted and filed into reports that help businesses assess where they went wrong and how to better serve customers in the future.
With the advent of cloud-based technology, the order-to-sales process now takes place over multiple connected channels such as voice, email, and web chat. Helpful agents convert browsers into buyers and reduce the amount of abandoned shopping carts on a company's website by answering any questions and providing friendly service at the click of a button. These agents are also trained in upselling and cross-selling to increase sales and maximize customer satisfaction. Potential consumers may be hesitant to make a purchase and are more likely to commit once they have received assistance from a qualified professional, turning order management agents into essential pieces of the overall sales puzzle.
You never want your customers to wait on hold if they are trying to book an appointment. With our appointment taking service they will speak with a live operator who can handle their scheduling quickly and efficiently. Using our team of agents you can improve your level of service by eliminating hold times, and expanding your hours of availability for bookings. Your customer will be guided through the process of creating their appointment, and it will be recorded directly into your schedule. Let us help you take the hassle out of bookings.
Companies just like yours have achieved 108% of a quality assurance objective for a CRM program over the past 24 months and 90% service level target 18 months running for a customer support program.