CUSTOMER RELATIONS CENTERS
One of the group's most historic businesses (since its creation in 2003), OUTSOURCIA's CUSTOMER RELATIONS CENTER division offers, from its 9 production sites, services and solutions for the global management of remote customer relations, covering the entire customer life cycle: pre-sales, sales (telemarketing), after-sales (customer service) as well as technical and commercial support (order taking, commercial rebound...) and health (making medical appointments).
SERVICES OFFERED
# A multi-channel offer :
incoming and outgoing telephone contacts, e-mail and mail management, live chat solutions, web call back and customer relationship management on social networks.
# A multilingual offer :
French, English, Spanish, Italian, Dutch, German and Portuguese.
# A multiservice offer :
Customer service/after-sales service, technical and commercial support...
SOLUTIONS
In order to respond in a personalized way to the needs of its customers, OUTSOURCIA group proposes onshore, nearshore and offshore solutions according to different levers of competence:
APPROACH
Our team of consultants, experts in customer relations, will provide you with support throughout the duration of your project, by adopting a partner approach :
DEFINITION OF THE STRATEGIC OBJECTIVES OF YOUR PROJECT
Based on the specificities of your business, our team endeavors to identify the challenges of your project and is willing to make proposals in order to offer you innovative solutions that are tailored to your needs.
REPORTING AND PROJECT MONITORING
OUTSOURCIA provides you with all the quantitative and qualitative indicators to monitor your project's activity.
DEFINITION OF FLOW TREATMENT PROCESSES
Our team will help you define the scenarios for processing your flows, and in particular will take care of the development of knowledge bases and the various call scripts.
ANALYSIS OF ACTIONS AND RECOMMENDATIONS
Drawing on their strong experience in customer relationship management, our experts will help you optimize the effectiveness of your actions and improve your treatments, both in terms of quality and productivity. Force of proposal and innovative recommendations will be regularly made, accompanied by innovation monitoring (benchmarking) and best practices (white papers) on new customer relationship solutions.
