Businesses, big or small, need to focus on their core functions and expertise which is why delegating customer service functions to an expert outsourcing contact center is necessary. Multi-channel customer service is now a must for every company. Customers reach out to businesses through phone calls, emails, as well as live chats and timely response to each query is critical. However, choosing to have an in-house multi-channel customer service is an expensive undertaking. You will be required to invest in additional facilities, new equipment, and technology plus the costs of hiring and training new staff and ongoing operations. Outsourced call center remains to be the most cost-effective way to employ professional multi-channel customer service representatives.
How Outsourced Call Centers Help Your Business
Outsourced call centers are capable of handling large call volumes 24 hours a day, 7 days a week. Callnovo’s customer service outsourcing offers both inbound and outbound customer service and after-sales support. Supporting over 20 languages, Callnovo’s global outsourcing contact center experiences encompasses different industries.
Callnovo makes it possible for you to have an expert multi-channel customer service support without the high costs and risks of having an in-house call center. Callnovo’s multilingual customer service outsourcing allows your business to deliver excellent customer service across the globe. From telephone, email, to live chat customer support, Callnovo’s professional multi-lingual customer service representatives will provide your business the best customer support with customer satisfaction at its core.
You do not have to worry about training, either. We will incorporate your training materials into our basic outsource training so all of the agents, even those who also work with other clients, who work with your customers understand exactly what you need. This includes understanding your industry, your products and services, and your company policy on customer support.
Why Work with Callnovo?
Callnovo’s Outsourced call center can provide your business with the following:
24/7 Customer Support
Timely response to customer service inquiries is important for every business. Callnovo offers 24/7 customer service outsourcing which allows your business to have round-the-clock assistance for all your customers. All of Callnovo’s contact center operation sites across the globe provides 24-hour support 365 days a year.
Expert Multilingual Services
All of Callnovo’s multi-lingual customer service representatives are native speakers of over 20 different languages. If you are looking into expanding your services to different countries worldwide, Callnovo is your ideal partner in giving high-quality services that guarantee customer satisfaction.
Looking for qualified customer service representatives is not easy, not to mention the training you need to do to make sure that they can deliver excellent services to your customers. Callnovo only employs professional customer service representatives that are experienced and knowledgeable in specific industries. Our expert representatives are technically adept to handle all your multi-channel customer service needs.
With our extensive customer service outsourcing experience, we are capable of providing inbound and outbound customer service and after-sales support to both small and big enterprises. Utilizing our state-of-the-art technology, our contact centers are capable of planning for call volume peaks, predicting the demands of the call center and efficiently scheduling the right number of staff needed to reduce the cost-per-call. No job is too big or too small for our flexible service offers.
Data Collection and Analysis
We know how important it is to keep our clients updated with all the necessary information regarding productivity and customer satisfaction. We provide all our clients with real-time call recordings and productivity reports to help you evaluate our performance. With the use of top of the line tools for analytics, we can help you gain insights that can be used to further improve processes that will increase customer satisfaction.
We handle Inbound and Outbound Calls
Callnovo takes care of both inbound and outbound callings for our clients. Inbound calls are those your customers make to our call center. These calls can include a number of different needs:
- Customers may have questions about your products or about something they have purchased.
- Customers may have a complaint that needs to be addressed.
- Customers may be calling to place an order over the phone if you offer this service.
- Customers may need to make changes to their accounts, including changing their contact information.
- Customers may want to cancel their subscription or change their subscription options.
- Customers may need to discuss returning a product or ask for a replacement part or product under warranty.
- Customers may need to make a payment over the phone.
All of our agents take the utmost care with your customers’ personal information, including any credit card information they may need to take down. Our systems are designed to protect all of the data we collect and to prevent hackers from accessing information. We take our role as a professional outsourcing call center seriously, and that means understanding how to protect sensitive information.
Outbound calls, on the other hand, are calls that we make on your behalf. Like inbound calls, outbound calls can cover a wide range of topics:
- Calls to gather customer information.
- Calls to follow up on a customer complaint or question.
- Calls regarding orders.
- Calls to inform customers of an outstanding balance on their account.
- Informative calls regarding new products or services your current customers may want.
- Marketing calls designed to generate new leads to convert leads into customers.
We will schedule our agents to make these calls at the specific times you request, including evenings and weekends. Again, the exact script we use is written by you, so you know exactly what your customers are hearing. If customers have questions or require to follow up, we can transfer them to your in-house team or put in a ticket for one of your employees to call the customer back.