Customer Care and Integration levels in the company
Customer Care support is a key element for the success of any business. Outsourcing your customer care support to a Contact Centre is an economic approach to managing an increase in enquiries, extended opening hours and support your in-house team.
During the selection of your customer care partners, you will have to decide what type of integration are you looking for?
What type of integration is available?
|Level of integration||Summary||Positive||Negative|
|Message taking||Your call centre team will inform your customer that you are in a meeting, on a call, out of the office.Callers details captured and emailed and/or texted to you.||More personal approach All information captured available to you in real time.||The customer need to wait for a call back in order to have an answer|
|FAQ’s||Customers will receive answers to your most Frequently Asked Question over the phone. More complex enquiries will be escalated to your team.||Reduce the volume of enquiries to your in-house team. FAQ’s allow First Call Resolution Support||Complex enquiries need to wait to be resolved by your team. Potential call back from clients.|
|Order and appointment Processing||Your Contact Centre has access to your online portal||Increase revenue||You need a dedicated team and trust your Outsourcing Partner to deliver|
|Fully Integration||Dedicated team working directly with your in-house team. They have access to your in-house systems, process payments, guarantees and refunds as required. Your ‘Outsourced Team’ have access to the client’s accounts.||Increase customer satisfaction Increase your team members without human resources expenses||High level of training required|
For more information please contact us, Call us now at +44289 57 57 275 (UK) / +353 214 244 944 or email firstname.lastname@example.org to discuss your requirements with us.
In this blog we have talked about:
Contact Centre Services Read more
Contact Centre Role according to Company Lifecycle Read more
Contact Centre: 4 types of outsourcers Read more
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