Call Center Customer Services

Our Call Center Customer Services

We offer call center customer services to a wide range of clients.
Why choose us for your outsourcing needs?
We are very experienced and know how to make our clients successful.

Call center customer services requires understanding that people conduct business with people that they trust and respect.
That´s why we have a team of proven professionals who know how to get your message across in a way that properly represents your company´s brand and values.
This results in creating a long-term relationship with your customers, new customer referrals, increased revenue, and profits.

Customer Services Overview

Customer service provides a direct interaction between the purchaser of a product or service and a representative of the company that is selling it. Generally companies provide this direct interaction with their customers via call center customer services, either in-house or via a third-party call center outsourcing vendor. Accordingly, companies assume this post-sale investment, since they understand that good customer service is critical to their long-term business success since it strengthens brand loyalty and leads to future repeat business.

As mentioned, successful companies recognize the importance of providing outstanding customer service. Generally, the direct interaction with the customer is via telephone, email, on-line chat, or social media. Also, the customer expects that this interaction should be a one-stop process that resolves the issue whenever possible. So, courteous, knowledgeable, and empathetic interaction with a call center service representative is important to retaining a long-term customer or potentially losing one.

The delivery of excellent customer care is a critical factor in the success of any company. Consequently call center customer services that are prompt, efficient, and go beyond your customer’s expectations will ensure a satisfied and loyal client base, and will result in future business.

Today’s Challenge

While it is difficult enough to gain new customers, retaining your existing ones can be even more challenging. Also, today’s customers are especially demanding, with high expectations of service from their company brands. So with active use of social media communication, a company´s reputation can be quickly affected positively or negatively based on the most recent customer experience.

Our Solution

Nexus Teleservices understands the importance of quality customer service and customer retention to the success of your company´s business. Basically, a positive customer experience will result in a lasting relationship and future business. Consequently, our goal is to provide high-quality call, chat, and email services at the time of the initial contact based on your company’s expectations.

Call Center Outsourcing Services

Customer Loyalty Management

Successful companies understand that retaining an existing customer represents twenty (20) percent of the cost of attracting a new one. Also, studies indicate that 80% of a company’s revenue comes from 20% of its customers. Hence we recommend that using our call center customer services should include a component focusing on customer retention and loyalty management.

Our approach towards customer loyalty management services focuses both on our clients and their customers. Consequently, this ensures that the focus of maintaining a customer’s interest over the span of the relationship plays an integrated part in effective future sales and new customer acquisition strategy.

How We Can Help

When you choose our call center customer services, we can help you in the following ways:

  • Speak to your customers. Basically don’t underestimate the importance of one-to-conversations with your customers, obviously via the telephone.
  • Create a feedback loop from your customers to improve your business. Generally, this can be obtained by a variety of customer contacts (telephone, chat, social media) for reviews and surveys.
  • Capitalize on social proof. Because most companies have an Internet presence, contacting your customers for positive referrals (telephone, email, and social media) strengthens your brand credibility.
  • Social media monitoring and complaint resolution. Despite your company’s best intentions, some customers will have complaints and will use social media to voice them. Consequently, a prompt online response or telephone call can turn an unhappy customer into a customer advocate.

If your business is struggling to provide the level of customer service you desire, we encourage you to consider using our call center customer services. Because of our experience and trained customer service specialists, we will help you maintain and grow your customer base. Basically, if the customer is reasonable, then we will work it out.

Company Resources and Risks

A call center customer services program for any company is an investment of resources and entails risks. Consequently, Nexus Teleservices takes a consultative approach in its call-center customer services to minimize your company’s investment and risk.  Accordingly, our staff reviews with your company throughout each step of the customer services program to assess results and, if necessary, make adjustments. Finally, we offer your company low minimums, flexible pilot programs, and customized pricing methods to allow you to focus on your core business.

Services Features

PHILOSOPHY

Our service staff act as an extension of your company.

We foster a culture that mimics your own to ensure that our service personnel “speak your language”.

From recruiting and selection, to training and recognition, we create a personal, friendly and professional interaction with each customer contact.

CONTACT VALUE

On every type of customer contact, we strive to add value to the customer relationship.

Our customer services quality assessment process is both internal and with our clients. So we continually strive to provide a complete customer experience and satisfaction to our clients.

TECHNOLOGY

Our Customer Management System ensures accurate, consistent, and timely information when our service staff is in contact with your customers.

The CMS customer contact information is exported to you daily for your analysis. Also our telephone system automatically voice records every call received or made and is available for your auditing.

AVAILABILITY

Our Customer Services are available via telephone, chat, email, social media, and text. Also, our service coverage is available seven days per week.

We create positive customer experiences that provide your company with stronger customer relationships, improved customer retention, and increased future sales.


Customer Services Types

  • TOLL-FREE CUSTOMER CARE
  • CROSS-SELL AND UP-SELL PROGRAMS
  • CHANGE OF CONTACT INFORMATION
  • COMPLAINT RESOLUTION
  • LOGISTICS TRACKING
  • BILLING INFORMATION
  • DEALER LOCATION INQUIRIES
  • CONTACT INFORMATION REQUESTS
  • ORDER PROCESSING/RETURN
  • FINANCIAL/COLLECTIONS

Call Center Outsourcing Services

INBOUND SERVICES

  • CONSUMER RESPONSE
  • CUSTOMER SERVICE
  • DEALER LOCATION
  • DIRECT TV RESPONSE
  • WEBSITE RESPONSE
  • SALES LEADS
  • ORDER PROCESSING
  • TOLL-FREE RESPONSE