Contact Centre Services
Inbound Contact
Centre
Improve your customer experience with our inbound contact centre services that provide you with results, starting from day one.
Ineffective customer experience can harm your reputation
When a customer has a query or complaint, contact centres are usually the first point of interaction. Each advisor has the power to enhance brand reputation from the very first point of contact.
Every time a customer interacts with your brand, the conversation they have can positively or negatively affect your reputation. The way people experience your brand across every channel can determine their opinion of your organisation. Your communication across every channel must be consistent to genuinely meet the needs of your customer. The quality of your customer experience directly influences your customer loyalty and customer satisfaction, so you need to get it right.
Just because the customer has acquired your service or product does not mean their relationship with your brand has ended. The customer experience is an ongoing partnership, and in the early stages the relationship is delicate and needs to be nurtured. This means that the aftercare can be just as important as the acquisition during the consumer lifecycle.
We believe in the importance of technology, but pride ourselves on our people and the human element of our solutions. Our trained advisors are waiting to support your business and provide your customers with the best customer service possible.
Key challenges of inbound services
Time and resource
Excess start-up time can waste valuable business resources.
Customer experience
Temporary or inexperienced staff can negatively impact service.
No flexibility
Difficult to manage peak periods.
Capital investment
Cost and depreciation of premises, technology, machinery, and staff.
Limited availability
Limited out-of-hours support which can harm reputation.
HR burden
Cost and time for recruitment, training, and compliance especially at peak times.
Our capabilities
Reliable inbound solutions that meet your customer expectations
Our expert advisors are ambassadors for your brand and are always ready to deliver.
We provide a range of inbound services including customer service, sales, complaints handling and support. Where appropriate, we can up-sell and cross-sell your products and services based on the needs of your customers. We use a unified approach with each inbound service, seamlessly integrating with your CRM system. This guarantees a single customer view, underpinned by exceptional service.
Through AI, automation and cloud technologies, we use insight expertise to manage your customer contact communications and can predict the level of service they will need. Our data collection strategies allow us to work with you to enhance the customer experience. We identify patterns in customer behavior and implement this data into training and development to reduce call time and queuing. By anticipating every customer move, we can provide your customer with a bespoke service that truly meets their needs.
Knowing your customers is the first step to selecting the right people. To deliver the best service we pair the right advisors with the right customers. It’s important to us that we choose advisors who fit your company’s culture. Our passionate advisors know what makes good customer service, and act as true ambassadors of your company. Your brand and customer relationships are as important to us as they are to you.
We’re a proven provider of exceptional service working with startups, small businesses, and large corporations. We can handle even the most rigorous and detailed briefs, and consistently deliver. Your needs and the needs of your customer are at the heart of our innovative contact centre.
With a fast start-up time you can focus on your core business activities knowing our advisors are there to manage your inbound operations.
Dynamic info
Ability to view trends in customer behaviour to improve the experience.
Customer service
Effective inbound call centre team, complaint resolution services and query handling.
Monitoring and reporting
Keeps track of all interactions between customer, advisors, and brand, enabling closer, one-to-one communication.
Technical support
Advisors provide technical support and guidance to customers.
Easy set-up
Minimal set-up time needed. Ready to use resources with the latest technology.
The benefits
Visibility
Productivity
A real-time view allows management to resolve issue before they affect service levels.
Volume
Flexible
Accomodate any level of volume, especially peak times.
Saving
Time and money
Significant reduction of time and cost to set-up, burden taken away from in-house team.
Customer
Experience
Quicker resolution and to reduce queue time.
Compliance
Protected
Exceptional levels of compliance when handling customer data.
Growth
Reputation
Consistency to exceed customer expectations and uphold brand reputation.
Other services you may also be interested in
Outbound Contact Centre
Providing clients with expert outbound solutions on time and within budget through debt management, lead generation, market research, appointment scheduling, campaign management and third party verification.
Web Enabled Services
Continuing the conversation online through web enabled services by offering a unified omnichannel approach to customer service across all channels including social media, email, and website.
Disaster Recovery
Taking care of your business continuity planning so you don’t have to, with full bespoke solutions to manage network outages or failures through tailored and secure cloud storage.
Talk to us about our inbound services today
Want to find out more? We would be happy to discuss your organisation’s challenges and how Parseq’s solutions could quickly provide you with real value.
