Customer Care Outsourcing

Consumers today have high expectation when they engage with a company’s contact centre – they expect one that is brand-consistent, seamless, and easily navigable. They want to engage with your brand on their terms, regardless of channel, and they expect their experience to be smooth, engaging, and productive. Customers expect to get their questions answered and issues resolved quickly and with unprecedented ease.

At Scicom, our Customer Care professionals works closely with clients to deliver an omni-channel experience for our client’s customers. Records of calls, emails, web interactions, social media information and relevant notes associated with customers are stored into a Customer Relationship Management (CRM) and Knowledge Based platform to enable customer concerns to be resolved quickly and more consistently, regardless of preferred channel of engagement.

Providing real-time visibility into all interaction types – including digital and phone, and access to centrally stored knowledge base enables the customer service team to:

  • Push the right contextual knowledge to the agent desktop to empower customer service agents with the right information to service your customers
  • Capture end-to-end customer feedback via Voice of the Customer Surveys and Social Media Listening.
  • Keep your customers in the loop with proactive communications

Scicom’s Customer Intelligence (CI) team deploys analytical techniques across the entire customer life cycle to grow existing customer relationships and provide insight into future behaviour. The CI team extracts customer insights and provides provide critical clues to service or experience related issues. This enables clients to continually improve business processes that impacts customer experience.

With 19 years of experience and millions of customer interactions, Scicom has proven operational experience to deliver a differentiated service experience for your customers. Excellent customer service boosts long-term loyalty and increases the Customer Lifetime Value, conversely poor customer service leads to increased operational costs, revenue loss and customer churn

 

Customer Care Services

Customer Care/ Tech Support
  • Issue Resolution
  • Customer Contact Management
  • Issue Reporting and Tracking
Activation and order processing
  • Order processing
  • Order status
  • Billing enquiries
  • Account management
Retention Management
  • Welcome Calls
  • Affinity Programs
  • Customer Surveys
Cross sell and up sell
  • Penetrating other product lines
  • Upgrade of existing services
  • Cross-sell packages
Collections
  • Reminder Calls
  • Pre-charge Off Collections
  • Post-charge Off Recoveries
Customer Intelligence
  • Customer Data Analytics

 

Please email us at corpinfo@scicom-intl.com to obtain more information about our services.