Customer Service Outsourcing
We believe effective Customer Service Outsourcing starts with properly understanding the problem. Effective Customer Service Outsourcing uses every ounce of information from each conversation to help solve, predict and plan for future interactions. Our Customer Service Outsourcing solutions turns negative experiences into positive ones by making it easier for your customers to interact with you and minimising their efforts.
Customer Service Outsourcing Offerings
Our full suite of customer support services is optimised across omni-channel to offer clients lower-friction channels, including self-care. Our services also help you increase automation and call deflection and provide a holistic view of customers across all touchpoints.
Our Customer Service Outsourcing offerings include:
- Product and services inquiries
- Billing, credit and collections
- Account activation and customer data management
- Analytics and consulting services
- Automation and agent augmentation
- Channel mix: phone, web, email, chat, social media and text
We seek enriched information to empower agents with the knowledge to handle each and every call. Our peer-to-peer approach helps agents gain more rapport and insights. Through these factors, we’re able to:
- Provide an excellent, true-to-brand experience while reducing/controlling costs
- Train employees for optimal cultural alignment with your company
- Leverage best-practice-based programmes to ensure well-trained and productive agents, satisfied customers and operational success
Quantifiable Results for Customer Service Outsourcing
Our clients have experienced significant benefits using our Customer Service Outsourcing offerings, including:
- 30% Net Promoter Score improvement by offering lower friction channels (chat, self-serve and app)
- 20% reduction in average handle time through the use of Conduent Automation Suite
- 250% staff increase during peak season
- 30% increase in call deflection through cross-channel knowledge management and implementation of virtual agents
We have customer service expertise in the following industries:
- Cable and television
- Retail and consumer goods
- Travel services
Agent IQ is a smarter CSR tool that understands customers’ described symptoms in relation to root causes, arriving at solutions faster, more accurately and with more confidence than ever before. The system continually learns and improves in real time to provide care agents with timely information and ensures that every customer experience is better than the last.
Agent Expert is a suite of cloud-based tools designed to surface the knowledge customer care agents need to deliver accurate and effective support, first time, every time. Integration into multiple knowledge systems ensures that every agent is an expert on connected devices. With Agent Expert, you can boost your operational excellence and reduce customer care costs by as much as 41%.
Knowledge as a Service
Knowledge as a Service underpins your customer care touchpoints with a centralised, dynamic and accurate pool of knowledge to effectively and consistently support your customers across the entire care mix. Knowledge is constantly updated to reflect your organisational requirements and your customers’ demands.