A different perception of outsourcing
The Client's Story.
What were the initial thoughts on Outsourcing?
The outsourcing took place in 2017 – have the client’s perception on outsourcing changed?
A TAILORED solution.
Centrecom believes in building relationships and providing solutions that are tailored to each and every client. When it came to this client, customization and understanding the particular requirements made by the client has been crucial to the growth and success of the partnership. Here is a snapshot of the tailored service delivered:
- Engaging of people who not only have a passion for customer service, but who have empathy skills and are able to understand the unique social background that the calling customers are coming from;
- Using the expertise in workforce management and forecasting to analyse the various trends and peaks the client experienced, and ensuring that the call centre is not only adequately staffed, but that productivity is not achieved at the detriment of quality;
- Designing a training plan that allows the client’s key staff to actively participate and meet the call centre agents;
Besides providing a tailored-made service, we still ensure to deliver the highest quality of service to our client and our customers by maintaining our standards in terms of business continuity, ensuring Service levels and targets are consistently achieved, and that rigorous management of performance and workforce is done so that the client can focus on their product and service offering, and we manage the d-to-day running of the service.
Why does the client recommend Centrecom?
"Competency is a critical area which Centrecom strives to achieve and improve upon at all times. Another aspect in addition to the company’s track record, is the actual people delivering the service. At Centrecom their leadership team effectively adjusted their operating model to cater for our cultural demands and sensitivities. This targeted focus on customer experience is designed to provide clients with a higher level of value-add."