Regularly, ContactCare hosts companies – from webshops to large (semi-public entities) – that wish to outsource their incoming customer service. Often, this is because their reception cannot handle the calls anymore, their email inbox overflows, or because they want to focus their limited capacities on their core business.

All clients using the Phone Service or Customer Service on Demand, where incoming calls, emails, and chats are redirected to our teams, automatically gain access to MyCare. While our trained customer service staff answers customers' substantive questions, MyCare allows people to listen in, provide feedback, view costs in real-time, monitor, and make adjustments to the (call) script. Recently, we've also added the feature for reports, where the client can download reports over a self-selected period.

Our IT department ensures that all this customer information is entered in a structured manner into our MyCare call script, so our staff has the right answers and contact information available at all times, to serve customers faster and better.

In large organizations (e.g., Universities), where many changes occur at the staff level and all these contact details must be kept up to date, our IT department holds a significant responsibility to ensure all information is current. In many cases, this means working with the client to determine which information is crucial to access, so we can provide customized solutions.

Tailored Overview = Cost Savings

On our MyCare dashboard, clients can also log in and see how many calls come in each day (or per hour), how long these calls last, how long callers have been on hold, and even topics of the calls: information about a specific service or product, cancellations, complaints about shipping, redirections to a specific department, or misdials. Everything can be measured.

Clients can also assess the incoming contact. This feedback is also visible to the staff, allowing them to respond more effectively in the future. Moreover, our Quality Management department checks calls daily, analyzes the data, and guides the teams on quality.

The advantages are numerous.
Based on the information we collect with MyCare, clients can, for example:

• improve the quality of the information on their website

• address the delivery partner if multiple customers find the shipping process inefficient.

• create an FAQ on the website if they often receive the same questions, reducing phone traffic.

MyControl – Tailored and Interactive Business Analysis

Our IT developers' work is extensive, and we continue to develop ourselves. With our new platform MyControl, we internally measure a range of data that can efficiently direct customer service. We measure daily metrics such as online and wrap-up percentages, waiting times, test and assessment results of staff, and the number of contacts taking place daily. With this data, we guide on a customer, team, and agent level, on quality and quantity. Staff also take tests in this environment to ensure knowledge about a project or changes around a product or service remains up to date. This guarantees all staff always have the correct knowledge.

As there is an enormous amount of useful data available from information requesters, we have built custom APIs for some of our clients, providing them access to their own data.

At ContactCare, we work with many data sources and live dashboards to direct operations effectively. This allows us to immediately see what is happening by team or client and respond swiftly. For example, in cases of surplus or shortage of capacity, we can easily scale up or down.

Our approach ensures that our clients never pay too much, and calculations regarding desired or needed accessibility are controlled ‘during the process’.

With our automated data platforms MyCare and MyControl, we save time and money wherever possible – benefiting our clients in turn.

Want to know more about how we provide tailored automated care to clients? Read one of our client cases.