ContactCare has begun offering the detachment and outsourcing of qualified and experienced customer service representatives. With this service, ContactCare responds to the market need created by the shift from visiting physical stores to shopping online. Professional customer contact provides a distinctive advantage now that customers have less interaction with shop staff.

ContactCare Academy

To guarantee and develop the quality of customer service personnel, we have established the ContactCare Academy. Those who have completed the ContactCare Academy are skilled, among other things, in analysing customer needs and have knowledge of various conversation techniques. Additionally, during the Academy, different conversational situations are simulated, enabling staff to recognise and respond to these in practice. Furthermore, individuals who finish the Academy are adept at handling customer service tools and multichannel customer contact (phone, email, chat), both inbound and outbound.

MyControl

To train and coach staff efficiently, ContactCare developed the intelligent real-time performance tool MyControl. This tool allows for the continuous monitoring and optimisation of the quality of contact moments, making the performance and results visible for each customer service representative. MyControl identifies where personalised and customised training is needed, aligning with the requirements of the employee and the project. This ensures that employees are trained for various projects that were previously conducted from Amersfoort (internally) but can now also be executed on a detachment basis (externally).

Detachment experiences

In recent years, ContactCare has temporarily assigned several experienced employees to various clients. This allowed them to apply the expertise gained during their work and training at ContactCare in-house with the client. The positive impact of this form of cooperation led to our decision to structurally add detachment to our service portfolio.

Meet our HRM team, who will gladly explore with you the possibilities and benefits of detachment for your organisation. Get in touch.