Client Communications Services Will Help You Reach And Set New Goals

Identifying and integrating new methods that are essential to the call centre industry

Call Centre Services

Calls That Convert

Nothing is more important than ensuring that your customers are satisfied with your business practices. That’s why we make our tailored outbound support services available to clients who are looking to reach out to their customers with a personal touch. Whether you’re following up on a question from a customer or personally notifying them about changes to your service rates, leveraging the use of this proactive approach ensures that everyone is always on the same page.

However, outbound support isn’t a catch-all solution—an abundance of poorly managed phone calls can actually be detrimental to your service efforts. Thankfully, our extensive experience in all aspects of customer support has enabled us to succeed in putting together a team of friendly and communicative agents that not only engage and relate with your customers but also embody the true values, attitudes, and beliefs of your brand. Customisable to your needs, our outbound services enable you to reach out with outstanding customer support.

  • - Conduct market research
  • - Create upselling opportunities
  • - Cater to specific demographics
  • - Generate a greater number of leads

Troubleshooting

Efficient Tech Support

As the tools and technologies that individuals interact with evolve and become more sophisticated, there are an increasing number of things that can suddenly go wrong—in a moment of crisis, your customers need to know precisely where to turn. Knowledgeable in a wide variety of both general and specialised hardware and software solutions, the tech-savvy agents at Client Communications Services are capable of efficiently diagnosing issues with any device in order to help keep them running at optimal performance levels.

By entrusting our best-in-class services with the high-impact needs of your customers, you’re committing to a time-tested, tiered escalation process that is capable of handling service requests at every level of complexity. Whether they need help detecting surface-level hardware problems in order to make simple fixes or diagnosing critical software error codes, your customers can always trust us to ask the questions that quickly discover the root cause of the issue.

  • - Ensure first-call resolutions
  • - Offer ongoing support to end users
  • - Streamline diagnostic testing
  • - Deliver detailed product information

Multi-Channel Support

Accessible Assistance

While efficient and reliable, the telephone has fallen out of favour with many younger consumers—expanding the reach of your support solutions means giving this demographic a viable contact alternative when looking for assistance. In order to provide a superior level of flexibility and choice to your customers, Client Communications Services specialises in offering multiple channels of support. For less time-sensitive requests, customers can reach out to your business through email messages that are regularly monitored, while simpler questions, queries, and complaints can be transmitted in real time via live text chats.

Not only does an emphasis on multi-channel accessibility improve customer satisfaction with your support services by minimising call queues and the ensuing wait times, but it also results in clear, easily indexed logs that can be accessed at any time by all parties in order to streamline the support process and create clearer communications channels. Delivering best-in-class customer service requires that your business takes the preferences of your diverse clientele into account—multi-channel support services are the perfect way to make that happen.

  • - Monitor social media channels
  • - Improve agent accessibility
  • - Minimise customer holds and transfers
  • - Modernise customer service efforts

Order Processing Services

Building Your Bottom Line

Your customers may be interested in trying out one of your products, but if they don’t have a logical next step to follow when they’re committed to buying, they’re likely to start second-guessing their purchasing decision. If your internal teams are spending too much time managing orders and walking customers through a convoluted purchasing process, Client Communications Services can help. Our integrated systems enable us to facilitate order management for your business, alleviating the burden that it would traditionally place on your core departments and employees.

Through more rapid time-to-purchase cycles, you can rest assured that browsers will become buyers in record time, minimising the window in which customers are most likely to back out of a purchase. The efficacy of this entire process is predicated on a commitment to simplicity—by minimising the complexity of placing an order, your business can ensure fewer questions, less doubt, and reduced attrition among your customers. Offer compelling products, and Client Communications Services will handle the rest.

  • - Improve conversion rates
  • - Simplify the ordering process
  • - Enhance revenue-generating capabilities
  • - Reduce customer abandonment rate

Customer Analytics

In-Depth Insight

No two customers are alike—their age, gender, location, and culture all play a massive role in the products, services, support, and interactions that they expect from businesses. Traditionally, wide-ranging market research studies were conducted in order to better understand these core principles of consumer behaviour, a costly, often time-consuming process. Thankfully, there’s another way to collect the information that you need in order to find success—customer service analytics.

Situated on the front line of your customer service efforts, we’re well-positioned to provide you with all of the data that you need to better forecast the behaviours and habits of your consumers. This aggregated insight not only allows you to analyse the diverse customer profiles but also enables your business to assess which areas of your operations cause dissatisfaction among consumers. With the knowledge needed to effectively segment your market and address their unique concerns, you can fine-tune your services to better meet—and exceed—the expectations of your target demographics.

  • - Analyse reports and findings
  • - Address shortcomings in your service
  • - Implement short and long-term improvement strategies
  • - Tailor your approaches to distinct markets

Call Logging

Continuous Improvement

Customer support is a dynamic, ever-evolving process. Maintaining the status quo is simple and can be effective, but a static approach to service ensures that you’ll quickly be left behind by your competitors. By embodying the spirit of consistent innovation, your business will be able to always offer its customers progressive support. The team behind Client Communications Services facilitates this process through the call logging capabilities of our in-house CRM applications.

Enabling us to meticulously monitor the quality and effectiveness of each of our interactions with your customers, call logging gives us the ability to regularly report on the exact details of every call. By refining the procedures that you have in place according to this data, you can ensure two things—streamlined response times that result both in regular first-call resolutions and the ability to address a greater volume of calls, and dramatically improved satisfaction rates with the quality of your service. This emphasis on versatility and innovation is at the heart of truly exceptional customer support.

  • - Deliver dynamic customer support
  • - Ensure high-quality service
  • - Optimise the efficiency of each call
  • - Handle cases more effectively

Corporate Helpdesk Support

Simplifying IT

Are your operations underpinned by a complex IT framework? You’re not alone. The digital communications and service tools that are in heavy use today are more demanding than ever before, and they get progressively more complicated with every new feature and function that gets added. A dedicated IT team can help you develop a deeper familiarity with your operating environment, but for most businesses, acquiring qualified personnel is sometimes more trouble than it’s worth. Thankfully, our helpdesk support services are always on standby for the members of your organisation that need a helping hand.

Knowledgeable in all of the most popular enterprise software suites and infrastructure configurations, our technicians are capable of handling even the most complex service requests. Working to the agreed upon SLAs, our tiered support structure ensures that every member of your team can get the help that they require. From networking and general connectivity errors to the sudden failures of your data centres and storage drives, Client Communications Services will always be the first place you’ll look to turn to for support.

  • - Reduce reliance on in-house IT teams
  • - Maintain high levels of employee productivity
  • - Benefit from three levels of escalating support
  • - Minimise network downtime

Call Overflow Support

A Load Off Your Shoulders

With global business practices, it’s difficult to ensure that you can adequately respond to the needs of your widespread, decentralised clientele—different regions have different peak hours and time zones that you need to stay on top of. Rather than expand your existing customer service team, however, you can choose to offload excess calls over to experienced third parties. The call overflow support solutions offered by Client Communications Services acts as a crucial secondary outlet to offer swift customer support even at times of heavy call volume.

While this service is an effective safeguard throughout the year, it is also an inherently scalable solution that can suit the unique, varying requirements of any business. Do you manage a vacation resort that experiences predictable spikes in traffic? Or have you just launched an exciting new product that you’re sure will be a hit with among your demographic? Add short-term overflow support and don’t miss a single opportunity to maximise your conversion rate. Has interest waned? Simply scale back your service—we always respond to your ever-changing situations.

  • - Respond to periods of fluctuating call volume
  • - Enhance the accessibility of your support teams
  • - Automate call routing according to pre-set schedules
  • - Ensure high-quality support at all hours and in all regions
Whether your outsourcing goal is to retain customers, increase revenue, generate sales, reduce service costs or break into new markets, we have a solution that can help.

Outsourcing gives your corporation access to a specialised talent pool without the costs of recruiting, training, and monitoring your own workforce. At Client Communications Services, we are highly dedicated to our employees, who not only represent the face of our business but also act as the frontline of your corporation. We know first impressions matter—we do everything possible to ensure our agents put your best image forward. Client Communications Services invests considerable time and money in ensuring the highest level of quality for all customer interactions. Not only do we employ proven recruitment and training processes to hire and retain the best people for our client accounts, but our Quality Assurance Team consistently monitors every incoming and outgoing interaction in our contact centres. Our extensive monitoring system allows us to proactively manage your account by observing our contact centre agents, evaluating the quality of their customer contacts, and determining ways to enhance the effectiveness and efficiency of each interaction.

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