Customer Experience Solutions
Customer experience is more than a philosophy: it’s something we put into practice every day.
Our approach to customer care is based on human connection first and foremost. From highly-secure omnichannel Customer Experience 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
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.
Shorter handle times
Voice assistant technology helped us reduce average handle time for one client by 33%.
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
Hire
Train
Nest
Develop & Promote
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
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
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
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
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.
Related Case Studies
Achieving 100% Compliance and Massive Cost Savings for HVAC Clients in Canada
With our voice-assisted technology, we achieved 100% compliance, Saved CAD 230K annually, and achieved 100% in quality scores for HVAC clients requiring pre-sales verification, to comply with Bill-55 in Ontario, Canada. Read how we did it!
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!
Mathematics And CX – A Not So Unlikely Combination
An Edu-tech company is revolutionizing the way mathematics is experienced. We became a part of this exciting journey and brought so many more on board, to learn math in an all-new way!
The Right Technology Can Optimize Every Minute For Money In Contact Center Operations
Tasks that can be automated, should be automated. The key is to know what can be applied where. Read how we increased operational efficiency by 5x by developing and deploying RPA.