There are often multiple terms for customer care solutions such as customer service, customer relations, customer support, customer care, customer loyalty etc and whilst technically one could argue there are differences between them all, ultimately the goal is to ensure your customer are satisfied and supported when dealing with your business's product or services.
These days, providing customer care solutions for your customers can also mean more than just answering the phone with customer care now delivered over multiple channels including social media, emails, live chat, SMS, video chat, co-browsing and of course traditional mail.
Functions can include answering basic and complex enquiries, providing technical support, complaints management, claims and compensation enquiries, conducting surveys and more.
Helping customers self-serve can also be an important strategy that can improve satisfaction and reduce costs with many of the call centre outsourcers and BPOs offering additional services such as helping you develop Frequently Asked Questions (FAQs), automation through chatbots, artificial intelligence and Interactive Voice Responses (IVR's).
How to choose the right provider of customer care solutions
There are a number of considerations you need to make when looking for the right business partner to handle your customer care functions. Experience within the same industry vertical may be important (e.g. banking, insurance, retail etc) and some contact centre outsourcers specialise in segments such as B2B or B2C.
Location can also play a critical role - do you use an offshore call centre to reduce costs or keep it all within Australia? Perhaps a mix of both can work depending on the level of customer segmentation you are able to perform.
The technology capabilities of the outsourcer can also be critical - the ability to provide omnichannel solutions, CRM tools, complex data reporting, big data analysis etc is something not all outsourcers are able to provide.
If you are clear on your requirements just scroll through the outsourcers below and make contact directly with the outsourcers.
If you would like further assistance, we offer a free service that can provide a recommended shortlist of providers who can meet your requirements or look to engage a specialist call centre outsourcing consultant who can help with everything from identifying your requirements through to implementation.
Where to learn more
If you'd like to increase your knowledge we have a range of free articles and guides written by industry experts:
Search the outsourcers and BPOs below:
Just scroll below or click on a tag to narrow the selection and show suppliers only with that skillset. If you are searching for services provided in a particular country only, just search by country from the main menu.