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Contact Center Outsourcing Services Executive Overview

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Customer Support Services

You're in a race to maintain competitiveness, and quality has become the number one concern. The pressure is on to reduce operational costs and increase customer satisfaction and retention – all while complying with company policies and regulatory mandates. Customer loyalty is under constant strain as global competition intensifies. Customers are more demanding than ever. They expect to do business with you using any channel. At any time and from any place.

High-Value Support Is Available

Take your sales and marketing support, customer care, and technical support to new levels. We combine our complex integration expertise and recognized high-quality delivery to manage end-to-end, high-value customer sales and service contact center interactions. The types of interactions that enables you to improve the customer experience while improving market share, customer wallet share and loyalty throughout the entire customer life from marketing through sales to service.

Features

  • Sales and marketing support leverages analytics to target the ideal customers and prospects with personalized offers having high probability acceptance rates, while sales and order management drives revenue growth through customer acquisition and retention.
  • Customer care support balances improved customer satisfaction with reduced operation costs in handling various post-sale interactions including complex product and service inquiries, data privacy and security breaches, fraud management, crisis management, billing and credit issues, and product returns and reverse logistics.
  • Technical support improves first call resolution and customer retention through the delivery of technical services such as product troubleshooting and usage for consumer and enterprise technologies, remote diagnosis and resolve, product warranty administration, root cause analysis, and escalation including field dispatch.

Integrated People, Processes, Technologies and Quality Make the Difference

  • People – Our people are the most important component of our approach. Our contact centers around the world are staffed with experienced, results-oriented teams that drive agent productivity and operational innovation. You will find a highly skilled global technology staff who ensure that daily operations remain stable and reliable. We also have recruiting processes that select, train, and retain the best customer service professionals to maintain and improve customer satisfaction. Our agents are further supported through focused training and retention programs that increase agent effectiveness.
  • Process – Around the world, our contact centers combine our globally consistent, customer operations performance center (COPC) compliant delivery processes with our standard technology infrastructure expertise to help you achieve your customer-focused goals. By clearly measuring the effectiveness of our processes both quantitatively and qualitatively, we provide the operational discipline to effectively manage operations within an individual contact center, across multiple sites or multiple geographies.
  • Technology – The technology component is a key enabler of the people and process components. Our global leveraged technology platform is built using products from key alliance partners and provides your business with superior functionality, reliability, scalability and security. Its advanced routing capability ensures customers are segmented by value and connected to the appropriate resource the first time, regardless of the interaction channel chosen by the customer.
  • Quality – All three of these components are strengthened by a quality system that we have developed over the last decade and continues to enhance globally. Our quality system is our set of management practices to ensure that our services, products, and solutions are reliably designed, delivered and supported at the claimed quality levels and continuously improved to meet changing customer and business requirements. To support the quality system, we provide a comprehensive integrated framework comprised of dozens of market recognized best practices, regulation and standards. These quality components are woven into the fabric of our global common processes to enable consistent delivery of services while complying with international standards for quality, security, privacy, and service management that protect the interests of our clients and their customers.

For more information about what HP Enterprise Services can do for you, submit a business inquiry.