CUSTOMER SERVICE & AFTER-SALES SERVICE

OUTSOURCIA offers a turnkey solution for Customer Service / After Sales Service management and outsourced order taking that covers all the front office and back office activities of its customers.

This solution implements :

• Multi-channel processes (emails, mails, calls, social networks, chat, cobrowsing),
• Multilingual processing capacity (7 languages offered),
• Coverage of all stages of the customer / prospect life cycle
• All the technical solutions required to optimize processing (ACD, SVI, e-mail management tools, predictive dialing, recordings, remote listening, planning tools)
• A quality control system certified ISO 18295 (Morocco and France) / ISO 9001 (Madagascar)

Our work methodology consists in accompanying our clients through:

• Managing the needs of their existing customers: satisfaction and consequently, customer loyalty,
• Managing claims: analysis of customer dissatisfaction,
• The implementation of a retention approach: argumentation carried out with customers wishing to terminate an offer.