Contact Center Services
Unlock the power of seamless customer support with flexible contact center outsourcing solutions.
Our comprehensive contact center outsourcing services, utilizing an omnichannel approach and incorporating automation technology, efficiently handle customer interactions across diverse channels including phone calls, emails, chat, and social media platforms. The prioritization of effective communication at all touchpoints aims to elevate the customer experience and strengthen brand reputation.
By choosing VCC for outsourcing services, businesses can navigate the challenges of infrastructure development and process establishment with ease, leveraging our expert team trained in customer service best practices and advanced automation technology . This allows for a streamlined approach to customer support, ensuring efficient operations while offering the flexibility to effortlessly expand projects as demands grow, ultimately contributing to sustained business success.
Solutions
OEX VCC, specializing in contact center outsourcing services, provides a range of customizable solutions tailored to address unique business requirements.
Multichannel customer service
Engage with customers across multiple communication channels, offering flexibility and convenience for them to interact with the company through their preferred platform, whether it’s via phone, email, chatbot, or other channels.
Call center/infoline
Select a call center solution to manage inbound and outbound customer communications. The agents are trained to handle a wide range of customer concerns, such as product inquiries, technical support, billing inquiries, order processing, complaint resolution, as well as sales outreach.
Helpdesk
Manage customer inquiries, issues, and requests for assistance to deliver timely and efficient support to customers, aiding them in resolving issues or obtaining information about products, services, or processes.
Automated customer support
Automate your customer service with the integration of VCC technology, including chatbots and voicebots, to offer support customer queries instantly and handle their inquiries 24/7.
Benefits
Outsourcing your customer service operations offers a multifaceted approach to enhancing your business operations, encompassing cost-saving measures, streamlined efficiency, continuous round-the-clock support.
Cost-saving
Outsourcing your customer service operations allows you to lower expenses associated with staff recruitment and training, infrastructure maintenance, and technology investments, resulting in significant cost savings.
Enhanced efficiency
You can capitalize on specialized expertise, advanced technology, and streamlined processes, resulting in faster response times, reduced handling times, and optimized resource allocation. This translates to enhanced resource efficiency, ultimately, elevated customer satisfaction.
Round the clock customer support
Our round-the-clock customer support services ensure timely assistance for your customers whenever they need it, provided by both our dedicated agents and AI voicebots. This commitment to uninterrupted support enhances satisfaction and fosters loyalty to your brand.
Scalability and flexibility
Responding to shifting business needs, VCC outsourcing company have the agility to adjust the number of agents in response to seasonal fluctuations, promotional initiatives, or other factors, all without the necessity of hiring or downsizing.
Access to specialized expertise
You gain access to a talent pool of skilled professionals proficient in customer service, sales, technical support, and various specialized fields. Our team implement training programs and quality assurance protocols to guarantee that agents are equipped with the requisite skills and knowledge to provide top-tier customer service.
Our process: How we work
Assessment of Needs
We begin by understanding the specific customer experience requirements and objectives of your business, including preferred communication channels and service level expectations.
Tailored Solution Offering
VCC proposes a customized solution tailored to your specific needs and preferences, ensuring that the services provided align closely with your business goals, company DNA, and customer service requirements.
Onboarding and Training
Our team of contact center experts collaborate with you to onboard agents and provide necessary training on the company’s policies, products/services, and customer service protocols. We work in train the trainer model, so once our coach knows your process, we will handle the trainings independently.
Regular Reporting and Data Access
We want our clients to be well informed. To make sure the client is on the same page with his project VCC implements mechanisms for providing regular reports and enabling the client to access data related to customer interactions, performance metrics, and service quality at any time.
Monitoring and Feedback
Measurable partner is a reliable partner. Our contact center team continuously monitors performance, solicits feedback from your team, and adjusts as needed to maintain alignment with your business goals and standards.
Quality Assurance
We implement quality assurance measures to ensure that customer service standards are met, including periodic audits, call monitoring, and analysis of customer feedback.
Scaling Up
As the client’s business grows or experiences fluctuations in demand, VCC offers the flexibility to adjust the number of agents and resources to accommodate changes in workload, ensuring continuity of service without compromising quality.
Questions and answers
Here are the answers to most asked questions regarding contact center outsourcing services:
When to outsource your customer support to external provider?
Here are some situations where outsourcing customer service may be beneficial:
- Scalability and flexibility: Outsourcing customer service offers scalability and flexibility to adjust support resources based on fluctuating demand or business needs. Outsourcing providers can quickly scale up or down the number of agents and guarantee proper training.
Cost considerations: Outsourcing customer service can offer cost-effectiveness by enabling businesses to pay solely for the services required, eliminating overhead costs linked with employee recruitment and training. - Lack of in-house expertise: If your company lacks the necessary expertise or resources to handle customer service effectively, outsourcing to a specialized provider can ensure that customer inquiries are handled by skilled professionals with the required knowledge and experience.
- Specialized technology and tools: Certain providers develop advanced tools internally to more effectively meet the requirements of their business partners and improve their contact center operations. For example, Voice Contact Center offers Primebot, an AI voicebot customized for automating customer service. Additionally, the company utilizes its proprietary analytical tool, Boromir, to enhance contact center operations.
- Seasonal or peak periods: During peak seasons or periods of increased customer demand, such as holidays or promotional events, outsourcing can help manage spikes in call volume and maintain service levels without overburdening internal staff.
Can I maintain control over the outsourced customer support project?
Yes, you have control over what is happening in the outsourced customer support project. VCC team ensures that you are in control from day one through our commitment to transparency. You can have access to monitoring tools and systems that allow you to track the progress and performance of the customer support project in real-time. This gives you visibility into the activities, response times, and effectiveness of the support team.
We provide regular reports that detail key metrics, KPIs, and insights relevant to the project. These reports give you a comprehensive overview of the project’s status, performance trends, and areas for improvement. Resources are adjusted dynamically to align with the changing requirements of the project. Whether it’s scaling up or down the number of support agents, reallocating tasks, or deploying additional tools and technologies, we ensure that resources are optimized to meet your objectives on the go.
Can I scale the project? Do you have the sources for that?
Yes, you can scale the project with us. We have the necessary resources and capabilities to accommodate your scaling needs. Here’s how:
- Recruitment: We handle the recruitment process to onboard additional support agents as needed. Our recruitment team identifies qualified candidates, conducts interviews, and selects the best fit for the project.
- Training: We provide comprehensive training programs to onboard new agents quickly and efficiently. Our training sessions cover product knowledge, communication skills, customer service best practices, and any specific requirements for your project.
- Team Management: Our experienced team managers oversee the day-to-day operations of the support team, ensuring productivity, performance, and adherence to service level agreements (SLAs). They provide guidance, support, and feedback to agents to maintain high standards of service delivery.
- Technology Solutions: We leverage advanced technology solutions to support project scalability. This includes scalable cloud-based infrastructure, robust communication platforms, ticketing systems, and AI-driven automation tools to streamline operations and handle increased workload effectively.
