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Gaining an advantage in an increasingly competitive market means having to challenge the status quo to create the optimal customer journey using the right people, the right technology and the best innovative processes that bring it all together.
Our customer-centric approach combined with the expertise for process optimisation, state-of-the-art technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience.
This approach gives us the agility and flexibility to deliver customised BPO services using our comprehensive omnichannel solutions to service many industry sectors, achieving high levels of speed to productivity and operational performance.
There are several components to our agile outsourced solution design which are combined to build the optimal customer journey:
Our client experience spans across a number of different industry sectors:
Need an innovative solution to address the increased demand for customer-centric solutions?
Looking for an innovative way to provide a convenient, secure, personalised customer experience?
Need support closing the customer loop with the increased customer demand for convenient, efficient service?
Have you identified a need to streamline the operations of your complex customer journey?
Are you looking for innovative ways to breathe new life into your customer experience?
Do you need to reassess the operations of your contact centres and rebuild cost-efficient capabilities?
An integrated omnichannel strategy is imperative to successfully optimise the delivery of an exceptional customer experience.
Our omnichannel solutions are supported with smart technology platforms that open up new channels and individual touchpoints for direct customer-to-brand communication through social media handling, voice, web chat, live chat and email support, enabling our agents to engage in seamless interactions or conversations with customers across multiple channels.
An omnichannel strategy minimises call volumes, reduces the backlog of customer queries and optimises client interaction and experience using the right omnichannel with the goal of creating a unique customer experience, every time.
With the consolidation of digital channels into a single user interface, customers and agents are able engage on a voice call to resolve more complex customer queries or close a sale as well as deal with a collection call empathetically to enhance rather than detract from the brand experience.
Offers the opportunity to engage more deeply with customers, solve their problems faster and cross-sell more effectively. What could previously only be heard can now be seen. What previously could be explained, can now be visually demonstrated.
Our integrated omnichannel social media solution reduces reputational risk and customer churn by professionally responding to important service requests and complaints in real-time.
Implementing and supporting the most popular messaging apps for faster and more personalised digital communications to increase agent productivity and customer experience.
A proactive customer service channel to engage with new or existing customers. This channel has proven to drive sale conversions and quicker resolution times in a cost effective and efficient manner.
Email is one of the most widely used communication tools, providing a convenient channel of communication for those customers that would prefer to receive a response to their query in writing.
We deliver exceptional, professional and consistent IVR services to your customers with an added human touch.
Our Customer Journey Mapping Approach
Our approach is based on the principle of planning what the customer would like to experience as opposed to what the internal processes may dictate.
This is divided into 3 different categories and the right offering is deployed based on a strategic understanding of the campaign requirements:
High Value
Omnichannel Personalised Experience
Switch between channels based on customer communication method preference including video-based interaction and a relationship manager for an additional level of personalisation.
Blended Value & Volume
Omnichannel Blended Self Service
Proactively drive digital transformation leveraging a blend of self-service and agent engagement through the customer’s preferred method of communication.
High Volume
Proactive Self-Service Promotion
Encourages a holistic self-service customer journey with agent resolution intervention as a next option for more complex engagements.
Are you looking for a culturally aligned location for your contact centre at competitive rates?
Are you looking to optimise your customer engagement using innovative omnichannel solutions?
Are you looking for an outsourcing partner that can provide a culturally aligned, agile solution?
Are you looking for a cost effective, professional solution to deliver an enhanced customer experience?
If you’re looking for a customised, outsourced BPO solution that gives you the competitive edge, we would welcome the opportunity to set up time to define your requirement, support the development and execution of your business strategy and discuss how we can bring the future of outsourced BPO solutions that drive growth, profitability and efficiency.
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