OMNICHANNEL CALL CENTER SERVICES
OMNICHANNEL CALL CENTER SERVICES
Empowering Brands Through
Omnichannel Customer
Service Engagement Across Voice &
Non-Voice-Based Communication Channels
Personalize Your Customer Engagements Through Omnichannel Call Center Services
In the current digitally charged environment worldwide, communications have become more accessible and more fluent, with evolving technologies only making things even better. Today, people have communications at the palm of their hands, with mobile phones working wonders to enable multiple forms of interaction. Hence, it is no wonder that businesses are turning to omnichannel call center companies for their customer engagement. As a matter of fact, any company that does not offer multichannel communications to their customers is bound to fail with their customer relations. And that is where Fusion CX can be a massive boost for your brand, with our omnichannel customer support operations the perfect tool to enable smooth and effective customer engagement. With us, your customers do not have to worry about how they can communicate with brand support teams.
Key Features of Our Omnichannel Contact Center Solutions That Make Us Your Primary Choice
With Fusion CX, you will have all bases covered. From phone calls and text messages to WhatsApp, Facebook Messenger, Instagram, and all other IM platforms, our omnichannel customer service gives you the infrastructure to empower your customers to contact support teams using the medium of their choice. Additionally, our digital solutions are built to empower your online portals with intelligent AI-enabled chatbots and other self-help resources. This enables your customers to get customized solutions to their problems whenever they need it, boosting omnichannel CX for your brand, Regardless of your customer engagement needs, our multi-channel customer service support is equipped with the resources to ensure personalized solutions.
SERVICE OFFERING
Voice-Based Communications
We provide 24/7 customer support operations across voice-based communication channels, including phone calls, VoIP platforms, intelligent IVR, etc., enabling personalized customer engagements.
Non-Voice-Based Communications
Our customer support operations enable customer communications through emails, text messages, and instant messaging platforms (WhatsApp, Facebook Messenger, Instagram, etc.), among others.
Smart AI-enabled Chatbots
Our AI-empowered chatbots can scan through multiple resource centers to identify accurate solutions to unique customer concerns, delivering real-time engagement, better FCR, and improved CSAT.
Cross-Channel Communications
Our smart multi-channel customer support infrastructure allows customers to seamlessly switch between communication channels without negatively impacting the quality of interactions.
Multilingual Communications
With a diversified worldwide network of customer support representatives, we deliver customer engagements in over 40 international and regional languages for customized omnichannel CX.
Active Social Listening
Our digital integration infrastructure enables us to monitor customer sentiments across social media platforms to address customer concerns immediately and on-time, delivering prompt solutions.
THE FUSION CX-FACTOR
24×7
Support
Acute
Customer
Insight
Proprietary
Tools
40+
Language
Support
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BENEFITS OF OUR OMNICHANNEL CALL CENTER SERVICES
Scalability
With a massive network of 27+ offices across 14 countries worldwide, we have a 14,000+ global workforce that allows us to scale our operations according to your requirements seamlessly.
Reduced Operational Costs
With our omnichannel contact center solutions, you can reduce the operating costs of your business’s customer engagement activities by up to 50% compared to in-house operations.
Improved Analytics & VOC-Study
Our customer interactions across communication channels are structured to understand better the Voice of Customer, which enables us to deliver enhanced analytics on customer expectations.
Unique & Personalized Customer Engagements
Our omnichannel customer service engagement allows your customers to engage with support representatives at their convenience, enabling more personalized experiences at all stages.
Improved CSAT & CX Deliveries
Our personalized customer interactions will massively impact your business’s omnichannel customer service engagement, delivering 90%+ CSAT and ensuring superior CX deliveries.
Improved Revenue Generation
Our customer-centric practices will enable you to improve retention while boosting new customer acquisition (with an NPS of 70%+), generating increased revenue through new & repeat sales.
FAQ's
FAQ's
What are the benefits of outsourcing our customer support to an omnichannel call center company?
Outsourcing your customer support operations to an omnichannel call center company will help your customers interact with professional support representatives across multiple communication channels, giving them the freedom to choose how they wish to communicate with your brand. This will invariably enhance their experiences and boost your retention rate.
Which communication channels do you cover under your omnichannel contact center solutions?
With an updated contact center infrastructure, we cover customer engagements across multiple communication channels, including phone calls, VoIP calls, text messages, Emails, WhatsApp, Facebook Messenger, Instagram, X (formerly Twitter), and all other instant messaging platforms. Additionally, our omnichannel contact center solutions also integrate digital technologies that allow us to interact with your customers via intelligent AI-enabled chatbots strategically placed across your online portals.
What services do you offer as a part of your omnichannel customer support?
Our comprehensive range of omnichannel customer support solutions includes customer inquiries and support, telemarketing & sales, upselling & cross-sales, billing assistance, complaints management, logistics support, and so much more. Our services are tailored to meet the specific requirements of businesses across industry verticals and worldwide.
Can your omnichannel customer service operations handle high call volumes during peak periods?
Yes, we have the capacity to handle high call volumes during peak periods, delivering consistent omnichannel customer service even when your customers get busy. Our contact center operations are equipped with advanced technology and infrastructure that allows us to scale our operations quickly. We can ensure that your customers receive prompt and efficient service even during periods of high demand.
How do you ensure quality control and maintain service standards with your multi-channel customer service support?
We have stringent quality control measures in place to maintain service standards in the industry. Our customer support representatives undergo thorough training on prevalent multi-channel customer service support practices, industry regulations, and the latest technological innovations. We also conduct regular performance evaluations, call monitoring, and customer feedback analysis to ensure consistent service quality.
What is your approach to customer satisfaction and retention with a view towards delivering omnichannel CX?
Customer satisfaction has always been our priority. We strive to provide exceptional customer experiences that build trust and loyalty. Our customer support representatives are trained to handle customer inquiries with professionalism, empathy, and efficiency to ensure superior omnichannel CX. We also regularly collect customer feedback and make improvements based on their suggestions to enhance our services continually.
What is your onboarding process to ensure that your multi-channel customer support operations align with our brand values?
Our onboarding process is smooth and well-structured. We collaborate closely with you to understand your brand values, specific requirements, systems, and processes. Once we have a clear understanding of your specific requirements, we curate a detailed transition plan and ensure seamless knowledge transfer to ensure personalized multi-channel customer support operations. Our dedicated team works closely with your organization to facilitate a smooth transition and minimize disruptions to your operations.
How do we monitor the performance and effectiveness of omnichannel customer service engagement?
We provide regular performance reports and metrics that reflect the effectiveness of our customer support operations and agent performances. These reports include key performance indicators (KPIs) such as call volume, average handling time, customer satisfaction scores, and other relevant metrics that impact omnichannel customer service engagement. We also maintain open communication channels to address concerns and make necessary adjustments to improve our performance continuously.
