Through ContactCare, you can outsource your telephone service or customer service. Organisations from various sectors are warmly welcomed. To best serve these organisations, each with a specific business case, ContactCare offers a broad portfolio of services. Within this portfolio, the services of customer service and outsourcing telephone duties appear similar. In this blog, we outline the characteristics and benefits of these services.
A Reception at a Distance
The Telephone Service: a reception at a distance. An organisation can choose to have all inbound calls handled through ContactCare or use the service only for overflow during peak times. A ContactCare agent answers the phone, can redirect calls to colleagues within the organisation, can send a notification of the call via email or SMS, and answer some frequently asked questions. All of this is easily and quickly arranged through the MyCare control panel. Within minutes after registering, a ContactCare agent can answer the phone for you, and your organisation will be reachable every weekday from 08:00 to 22:00 and on weekends from 09:00 to 18:00.
The Fruit.nl customer case provides an insight into how outsourcing telephone services is experienced.
Features of Telephone Service
Available outside office hours; During absences or busy times, calls are still answered; Focus on your expertise without concerns about staffing: hiring new FTEs is unnecessary.
Benefits of Telephone Service
Agents answer incoming calls and handle them according to your requirements; Call forwarding options to direct colleagues within the organisation. An organisation receives call notifications via email and/or SMS.
Customer Service
Customer service goes beyond a distant reception. While agents in Telephone Service merely answer and handle the call as per the client's instructions, in a customer service project, the agent acts as a full-fledged customer service representative of the organisation. After-sales, problem-solving, providing sales advice, and scheduling appointments are all part of the offering. Additionally, it's possible for agents to work within the organisation's own (customer contact) system. For complex projects, agents can be specially trained to offer optimal customer service. Finally, you can choose between shared agents or specialised agents who work specifically for one project/organisation.
The Energieleveranciers.nl customer case provides an impression of ‘outsourcing customer service with ContactCare’.
Features of Customer Service
Handling of customer contact via email, telephone, post, and chat; Options for providing (sales) advice to customers; Agents answer aftersales questions; Agents can be trained for a specific business case if needed; Options for providing (sales) advice to customers; The choice between dedicated or shared agents.
Benefits of Outsourcing Customer Service
Extended opening hours, also available in the evenings and weekends; No high costs during off-peak times and ample staffing during peak times thanks to the shared agents model; Live insight into your customer contact through the MyCare software package.
Which Service Will You Choose?
Now that the difference between the two services has been clarified, you may have a preference for a type of service. I, along with my colleagues, am pleased to discuss a tailored solution for your organisation.
