Our Commitment to Customer Experience
At Essentiel Outsourcing, we pride ourselves on being a leader in providing customer care and call center services. Our focus is on ensuring a positive and seamless experience for your customers, no matter which communication channel they prefer. In today's digital age, effective and personalized customer communication is critical for any business. That's why we offer a comprehensive solution to interact with your customers effectively across all channels.
Multilingual Professional Team
Our team of multilingual professionals is dedicated to providing exceptional service to your clients, tailored to their specific needs.
We offer multi-channel support, whether by phone, email, live chat, social media or any other communication channel. Your customers will get the help they need when they need it. Plus, with our multilingual staff, we can serve your customers in their preferred language, which improves customer satisfaction and loyalty.
Efficient and Scalable Sizing
At Essentiel Outsourcing, we recognize the importance of effective sizing to efficiently handle call volume and ensure that customers do not have to wait. To this end, we use advanced technologies and forecasting techniques to ensure proper sizing. Our approach is based on a number of key KPIs, such as response time, call abandonment rate and customer satisfaction, to ensure that we always have the right staff available to meet your customers' needs.
In addition, we understand that your business needs may change over time. That's why we offer scalable solutions that allow you to increase or decrease the size of your customer service team as needed. We work closely with you to adapt to your changing needs, ensuring that you can maintain a high level of customer service no matter how your business evolves.
Essentiel Outsourcing Quality Standards
At Essentiel Outsourcing, we pride ourselves on our commitment to quality. We have developed a rigorous quality standard that applies to all our projects. This standard includes several critical parameters that are essential to the success of any BPO operation. These include:
Clarity of communication: We ensure that our agents communicate clearly and effectively, providing accurate and complete information to customers.
2. Empathy: We value our agents' ability to understand and share customers' feelings, which helps build strong relationships and improve customer satisfaction.
3. Problem resolution: We evaluate our agents' ability to resolve problems efficiently and effectively, minimizing resolution time and maximizing customer satisfaction.
4. Adherence to protocols: We verify that our agents follow all established protocols and procedures, ensuring consistency and quality of service.
5. Objections management: Our agents are trained to handle objections in a professional and constructive manner, turning challenges into opportunities to improve service.
These are just some of the parameters we include in our quality standard. By adhering to this standard, we ensure that every customer interaction is a positive experience, which in turn leads to increased customer loyalty and growth for your business.
Customized Services
At Essentiel Outsourcing, we understand that every company is unique. That's why we customize our services to meet your specific needs. Our call center services are designed to handle a wide range of tasks:
1. Inquiry and problem resolution: Our team is trained to resolve a wide range of inquiries and problems, from technical questions to product and service inquiries. We work closely with you to understand your products and services, enabling us to provide effective and personalized support to your customers.
2. Sales performance and customer retention: Our agents are trained in sales and customer retention techniques. We use a consultative approach to understand your customers' needs and offer solutions that meet those needs. This allows us to increase sales and improve customer retention.
3. Order and returns tracking: We manage order and returns tracking to ensure that your customers are always informed about the status of their orders. This improves customer satisfaction and reduces the workload of your internal team.
At Essentiel Outsourcing, we strive to provide our clients with peace of mind knowing that their customers are in good hands. Our commitment to customer service excellence is one of the many reasons we are a trusted leader in the BPO industry. We invite you to discover how we can help you improve your customer service and achieve your business goals.