Customer Care

Customer experience is more than a philosophy: it’s something we put into practice every day.

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ContactPoint 360 - Customer Care

Our approach to customer care is based on human connection first and foremost. From highly-secure omnichannel CX solutions to in-depth training for our CX professionals, we are people-focused, technology-savvy, and data-centric customer experience experts.

With over a decade of industry experience, our mission is to offer empathetic and effective customer care with every call. We achieve high first-call resolution (FCR) rates and excellent customer satisfaction (CSAT) scores through the integration of a people-centric culture, comprehensive training methods, and advanced technology.

What We’ve Achieved

ContactPoint 360 - Customer Care

Consistent FCR rates between 70% and 100%

With our voice assistant technology, we increased FCR rates from 84% to 97% for one of our clients.

ContactPoint 360 - Customer Care

Shorter handle times

Voice assistant technology helped us reduce average handle time for one client by 33%.

ContactPoint 360 - Customer Care

Significant time and cost savings

For one of our clients, shorter handle times led to an annual cost savings of $230,000.

Our Five-Stage Training Model

Our five-stage training journey to hire, train, nest, develop and promote is designed to produce a team of highly skilled CX professionals who are experts in representing your brand and connecting with your customers.

Team members use their industry expertise and emotional intelligence to build meaningful relationships with customers. They connect with callers empathically to understand challenges, provide thoughtful solutions, and build your brand’s reputation by demonstrating loyalty and authenticity.

Our CX professionals aren’t just customer service agents, they’re brand loyalists with in-depth training that allows them to solve problems and connect with customers on a human level.

Our Five-Stage Training Model

Five-Stage Training Model - Hire

Hire

Five-Stage Training Model - Train

Train

Five-Stage Training Model - Nest

Nest

Five-Stage Training Model - Develop & Promote

Develop & Promote

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Expert Brand Representative

Our five-stage training journey to hire, train, nest, develop and promote is designed to produce a team of highly skilled CX professionals who are experts in representing your brand and connecting with your customers.

Team members use their industry expertise and emotional intelligence to build meaningful relationships with customers. They connect with callers empathically to understand challenges, provide thoughtful solutions, and build your brand’s reputation by demonstrating loyalty and authenticity.

Our CX professionals aren’t just customer service agents, they’re brand loyalists with in-depth training that allows them to solve problems and connect with customers on a human level.

Omni-Channel and Multilingual Contact Centers

We have a total of eight contact centers around the globe, allowing for service in any time zone. Our highly disciplined, multilingual CX professionals are trained in offering support to a global client base.

Omni-channel technology allows us to follow the entire customer journey through all channels of your brand. We track customer care from first contact to resolution and across chat, social, call, and email. That means customers don’t need to keep repeating information, ensuring a smooth, seamless experience.

Omni-Channel and Multilingual Contact Centers

ContactPoint 360 - Omni-channel

We have a total of eight contact centers around the globe, allowing for service in any time zone. Our highly disciplined, multilingual CX professionals are trained in offering support to a global client base.

Omni-channel technology allows us to follow the entire customer journey through all channels of your brand. We track customer care from first contact to resolution and across chat, social, call, and email. That means customers don’t need to keep repeating information, ensuring a smooth, seamless experience.

A Hybrid Contact Center Model

In addition to our eight physical locations, we leverage a Hybrid Contact Center model to offer additional flexibility and fill gaps in existing customer service systems. We hire, train, and deploy remote customer service professionals to serve as specialized brand ambassadors, and can even offer local connections for the brands we serve.

The Hybrid Contact Center model makes it possible to rapidly scale customer care teams up and down as needed, saving costs and helping to support your brand’s growth. Our work at home solution is detailed here.

CP360-Locations Placeholder
CP360-Locations

Customer Journey Mapping

We help tell the story of every customer’s experience with a brand across all touchpoints, including social, email, chat, and calls.

This process helps us gain insight into common customer pain points, allowing us to further optimize and personalize the customer experience. The more we understand customers’ expectations and the differences between each brand’s customer personas, the more we can tailor the customer experience to their unique needs.

 

Achieving FCR with AI

First-call resolution is key for customer satisfaction. Using intelligent voice assistant technology, we’ve been able to significantly increase FCR for our clients.

We run multiple FCR, CSAT, and Voice of Customer (VOC) programs that are customized for each client’s needs. These responsive technologies keep customers from having to repeat their queries or complaints, closing the gap between their concern and satisfactory resolution. Every call is AI-monitored to ensure the highest-quality customer care and to constantly improve customer experience.

Achieving FCR with AI

ContactPoint 360 - Achieving FCR with AI

First-call resolution is key for customer satisfaction. Using intelligent voice assistant technology, we’ve been able to significantly increase FCR for our clients.

We run multiple FCR, CSAT, and Voice of Customer (VOC) programs that are customized for each client’s needs. These responsive technologies keep customers from having to repeat their queries or complaints, closing the gap between their concern and satisfactory resolution. Every call is AI-monitored to ensure the highest-quality customer care and to constantly improve customer experience.

Developing Self-Serve Options

Self-serve options have become a necessity in the post-pandemic era of customer care. It allows customers to easily find the information they need, reduces call volume, and thereby saves operational costs for a company.

We use our omni-channel monitoring and analytics capabilities to identify common issues faced by customers, and their effective resolutions. Our inhouse industry experts and software development team can then create self-serve options to address these concerns.

Developing Self-Serve Options

ContactPoint 360 - Developing Self-Serve Options

Self-serve options have become a necessity in the post-pandemic era of customer care. It allows customers to easily find the information they need, reduces call volume, and thereby saves operational costs for a company.

We use our omni-channel monitoring and analytics capabilities to identify common issues faced by customers, and their effective resolutions. Our inhouse industry experts and software development team can then create self-serve options to address these concerns.

People-Focused Culture

Our commitment to our employees and our clients leads to building long-term relationships with the brands and their customers. Our culture leads to low turnover rates and gives every CX professional the support they need to hit the ground running.

Bring seamless, multi-lingual, omnichannel support to your customers. Backed by efficient and intelligent technology, our highly trained, mature, and disciplined brand ambassadors will transform your customer experience.

Related Case Studies

Case Sudy - Outbound Sales
Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention

Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention

To serve the customers, we need to know the customers. Conversations between sales agents and customers can provide direct insights into the need of the market. But only 2% of these calls are every recorded. Using Speech Analytics and Voice AI technology, we recorded 100% of outbound sales calls for a US-based energy provider and achieved a 17.3% increase in sales/hour!

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QA Testing and Test Automation

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