Customer

Customer

Customer

Care

The
customer
Care

the
customer
Care

… is the central pillar in your
relations with customers.
Listening and the satisfaction of requests
are key elements of the service.
All focused on building loyalty
and developing the Customer Experience.

«Business that work hard on retention marketing, on keeping their customers, see a 95% increase in profits.»

Harvard Business School survey.

The people
employed

The people
employed

The motivation and training
of telephone professionals
is the key to good service

  • Turnover: <3%

  • Graduates: 30% 

  • Average age: 32

Continuous training
Monthly rewards for the best performers

Processes and certified
procedures

  • All activities are covered by service documentation

  • The «Service Design» and the «Operational Procedures» underpin all services

  • Service is checked in real time and ex post

  • The inbound service is certified 18295-2017

Contact Center Certification

iso18295

Service
Level

  • Response rate: 95,6% within 30 seconds

  • Service availability: 99,99%

  • Give-up rate: <4%

  • Accuracy of load forecasts: >94,5%

  • Control panels updated in real time

Customer satisfaction

  • Excellent chat service, without multiple calls and long waits.
     
     
     

  • EXCEPTIONAL is an understatement! Just a 2 minute call and problems solved immediately. The same with e-mails. An answer in less than 24 hours. Problem solving at a level not easily found!! 5* are not enough!!!

  • In my view, always speaking to the same person is priceless… Too often before I had to jump through hoops to resolve problems, with hours on the phone to call centres. Well done!!!

  • I requested information by Facebook and Massimo, the operator, was super quick and told me everything. These are the small things that build the loyalty of new customers. Thanks again

  • Public thanks to Valentina for her great professionalism, extreme kindness and patience: increasingly rare these days!

Business
Continuity

Redundant systems, processes and procedures make it possible
to deal withcountless surprises in the provision of services.

Service continuity over the past three years has been 99,99%.

Not one call was lost in the changeover to Remote working.

Inbound
services

  • Activation and management of toll-free and special numbers

  • Interactive navigation trees

  • First- and second-level services

  • Recording of calls (privacy code compliant)

  • Back-office

  • Foreign language personnel

  • Flexibility: management of overflow customers, just evenings or 24/7

  • Vocalorder

  • Automated survey systems

We are ready to
listen

Tell us about
your challenges

We are ready to
listen

Tell us about
your challenges

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