Outsourcing call centre services can be a great way for companies not only to reduce costs but also to improve their customer experiences. Outsourcing your work to call centres allows you to hire seasoned experts that can deliver high-quality customer support and enhance your customer journey.
Additionally, outsourcing your call centre operations may help you save money on infrastructure, equipment, and other running expenses associated with in-house call centres.
Outsourcing call centre services to a reputable partner like Consumer Links allows you to focus on your core business operations while also increasing your bottom line.
In a nutshell, selecting the appropriate call centre outsourcing service provider allows you to deliver a better client experience, superior quality of service, and lower your running costs.
Customer care is evolving rapidly with many different technological ways of managing customer service.
...However, regardless of the customer service options you choose, being able to handle inbound customer calls effectively while still providing a high-quality service will always be an essential element.
Providing a high-quality telephone answering service can help you increase customer acquisition and retention from a business perspective, whilst ensuring you don't have missed calls.
This is something that can not always be done as your business grows rapidly.
You can take advantage of outsourced call centre services by partnering with Consumer Links.
You get full access to a fully operational call centre that is designed specifically for what your business requires, ready to
...provide excellent customer service to your customers.
Our outsourced contact centre operations are equipped with:
-state-of-the-art global telephony
-fully recorded and archived call platform
-leading technological infrastructure
-multiple Failover Operations
-fully integrated data protection protocol
-customisable interactive voice responses (IVR)
We want our service to feel like a seamless extension of your own business.
One way to achieve this is by providing full administration access to your team for real time monitoring and performance management.
Coupled with all the great technology we have mentioned are our creat call centre agents who pride themselves on
...excellent customer service and customer satisfaction.
All centre agents are highly trained in the art of conversation and provide highly effective customer engagement to our current clients who utilise our contact centre services.
The team is prepared to handle both sales and customer service.
So, whether it's making outbound calls to find new sales possibilities or a crew that can handle the high volume of incoming calls, our team can provide expertise that provide an excellent customer experience.
One thing that is never lost at Consumer Links is the understanding of how hard your business has invested for
...customers to be engaging with your brand.
We do not take for granted that for some of our clients we are the first point of contact that a customer may have with your business. It is for this reason our team are fully committed to providing exceptional customer service that will always reflect well on the businesses we work with.
We understand that it's not just about getting sales opportunities or providing customer services, but also making sure that each and every caller feels valued.
Our call centre outsourcing services do just that.
There could be a number of reasons you are looking at call centre outsourcing solutions.
Our highly trained team can handle a number of contact centre services to ensure your business can deliver a premium customer experience.
One of the reasons you may require outbound contact centre services is that business growth could be increasing quicker than your current infrastructure can handle.
Although a great problem to have long term, in the short term it can also be a haven for poor customer service which can lead to bad reviews which may harm your brand. This is without mentioning customer loyalty too.
By locating the right partner with additional call centre services, you can route calls to experienced overflow agents. They can maintain good customer experiences, keep customers happy and avoid those bad online reviews.
It’s not only time-consuming and costly to establish an experienced, well-informed call centre operation; it can also be difficult to get the right team in place.
Using our outsourced call centres not only is more cost effective in preventing the need for further investment in infrastructure, but it also leaves your team more time for what they do best.
You can concentrate on the current tasks of your business whilst resting easy knowing you have people on hand who can handle any incoming calls that come through. Outsourcing customer service can be a great way to manage costs whilst harnessing business growth.
Are you a b2b business that is looking for an inside sales team?
Or perhaps you have an internal sales team but they are not as effective as you would like?
You may be surprised to learn that our outsourced call centre could provide the solution you need.
We provide bespoke solutions tailored around your products that can suit any business requirements.
Our call centre outsourcing services include:
If you are a b2c business, our call centre outsourcing services can help increase sales and grow your customer base.
We have a team of expert salespeople who can make outbound sales calls to potential customers on your behalf.
We provide a range of call centre services for b2c businesses, including:
Whilst there are many options out there when browsing contact centre outsourcing.
However, not all contact centre operations are equal.
Here are some key points why Consumer Links should be your partner for your contact centre solutions.
Our HQ operations are UK based, and our South Africa contact centre is managed by UK director who is permanently residing
...in our Durban office.
Factoring this into our business means we can deliver the economic benefits of an outsourced contact centre, whilst having the familiarity and security of UK call centres.
It also means we can be in your UK offices to deliver and assist you with understanding any reports, as well as hear any suggestions for improvement that you may have.
We also give you and your team full administrative access so you have real time monitoring and performance
...management. Our customer service management team can conduct daily, weekly, or monthly reporting meetings with your staff to ensure that you are as well-informed as possible.
With this, you can exercise full control of the project as if we were an extension of your own in-house team.
Not only do we free up your valuable time, but we also save you money. Our call centre operations are
...some of the most cost-effective in the market, and our prices are highly competitive.
This allows your business to reallocate budgets to developing other areas of the business such as product development, marketing or even hiring staff for other departments.
We understand that your needs may change over time, which is why we offer a flexible staffing model.
...We can adjust the size of our team to match your requirements, ensuring that your business can stay agile to customer demand whilst only paying for the staff you need.
Our South African call centre services are managed by an experienced call centre director from our UK operation who
...is permanently based in our Durban office. This ensures that there is a continually high standard of service and that our team are always up to date with the latest industry developments, technologies and trends.
By dedicating a team to just one aspect of a large business, our team have become experts in delivering a service that your business needs. This often transpires into a better customer experience and greater customer satisfaction.
A lot of businesses believe that collaboration is difficult when operating across different time zones.
...However, different time zones can create powerful options too.
By operating in different time zones you can have your business active for more hours each day. At our South African call centre we are only 1-2 hours ahead (Daylight saving dependant) of the UK.
This makes collaboration, meetings and our management easily accessible for you and your team.
In some cases when outsourcing to contact centres, it may be more difficult to understand accents or cultural
...differences. However, if you use call centre services in contact centres such as our own in Durban, you can eradicate these issues.
Why is this?
South Africa has become a popular destination for outsourced contact centres due to it’s neutral accent.
Your customers are more likely to understand what is being said to them and vice versa, our centre staff will be able to understand any issues or problems your customers may have.
This creates better customer experiences than you will receive from other businesses offering a contact centre service.
At Consumer Links, the employees working in our South African contact centre are skilled, professional and have extensive
...experience working within the customer service and call centre industry.
There is a large talent pool within the Durban area that allows us to choose only the best of the best to work on our clients projects.
We also invest in regular training for our staff so they can provide an excellent level of service that is on par with or exceeds what you would expect from your own in-house team.
Our stringent data security measures are a key component in how we deliver the very best service.
...As a UK based company, we are governed by UK law and abide to all data protection protocols across all our locations. This includes abiding by General Data Protection Regulation (GDPR).
We also have a strict internal policy in place to protect your data. Only employees who need access to your data will have it and it is stored securely on our network.
Our wide range of clients from different sectors require bespoke call centre outsourcing solutions. Each business is different and we provide tailored solutions to fit your business demands. From large retail contact centre outsourcing handling inbound customer queries, to providing legal assistant services to law firms needing back office support.
No matter what your sector is, we will work with you to find the right solution for what your business requires. In our case studies section you can view several examples of how our contact centre has helped clients grow their business.
If you want to know how contact centre outsourcing could work specifically for your business, then get in touch below. One of our UK based directors will contact you to discuss your business needs and the call centre services that you require.
Let's help your business grow.
The Old School House
Manchester Road
Carrington
Manchester
M31 4UG
220 Flanders Drive
Mount Edgecombe
Kwa-Zulu-Natal
South Africa
4302
