Customer Care and Integration levels in the company

Silvia Planella/ June 18, 2014/ blog

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

 

See the graphic version of the table here

For more information please contact us, Call us now at +44289 57 57 275 (UK) / +353 214 244 944 or email info@aremaconnect.com 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

We recommend the following whitepaper:

whitepaper online ecommerce sites and challenges of customer care banner

Other resources:

Also, you can check our case studies here or click on the tags to read more posts.