Multichanel: modern customer communication with

Multichannel communication

Nowadays, with the advent of new technologies and ways of selling goods and services, the forms of communication and the amount of interaction with customers are also changing.

It is no longer just traditional telephone communication, but increasingly the share of communication through electronic communication channels is growing. Communication via email, web chat and social networks.

Currently the following representation:

Telephone communication 45 %
Emails 30 %
Web, chat and social networks 25 %

Modern communication with the client

You can arrange communication with the client on your own or the call centre can arrange it for you. Today’s call centers no longer accept only telephone calls, but can handle virtually all forms of electronic and written communication with customers. They are modern shared service centres that can handle these forms of communication.

What forms of multichannel communication can we provide

Our company can provide you with the following forms of communication within multichannel. We can provide individual forms of communication separately or any combination of them:

telephone communication – basically it is the operation of the Customer Service Line. This can take the form of a hotline where the client can handle all their needs or a help desk as a higher form of customer support. Another option is the Order Line, where the client can order products or services. There are many options and they can be combined with other services.
handling emails – this is an almost traditional way of communication. The advantage is that emails do not need to be answered immediately and even in the case of a large number of emails, they can be answered in a short time.
chat service – this form of communication has come to the fore recently and is mainly used by the “young internet” generation.
social networking service – basically, it is a similar communication as via web chat.

For whom is customer service outsourcing suitable

This service is primarily intended for companies with a larger number of customers, regardless of their focus or clientele. However, it also works well for smaller companies. The most frequent customers are companies:

market entrants that do not have their own customer service centre. It can be a brand new and start-up company or a company from abroad that needs to provide customer service in Slovak language.
looking for a flexible way to expand their own call centre. The advantage of such cooperation is the ability to very flexibly adapt customer service capacities to the current requirements of your customers.
looking for financial savings in running a customer service centre. When all actual costs are calculated, outsourcing customer service is a more financially viable solution. The main reason is the economies of scale that an outsourcing company can generate.

Are you interested? Request
free consultation with the proposal.

We will advise you on how to address your needs efficiently and functionally. At no unnecessary cost and of the highest quality.
We will get back to you as soon as possible.

I WANT A PROPOSAL

Working hours

CreditCall operates a call centre 24 hours a day, 7 days a week, 365 days a year. This means that we have non-stop operation all year round. However, most of our business partners use normal business hours.

What is the actual cost of running customer service

Often, when calculating the actual costs, some items are forgotten, but they are also part of the cost of the shared service centre operator’s work. So what all does the actual cost of a customer service agent include?

the employee’s gross salary
employee contributions
employer contributions
holiday costs
costs of (sick leave, vacation, etc.)
meal tickets
the salary of the supervisor
Training
recruitment & selection
information systems licences
management of information systems
telecommunications and internet charges
renting of offices
depreciation of other equipment
payroll and accounting processing

Benefits of outsourcing

Outsourcing has become an important part of business strategies in key business areas, including customer service outsourcing. At first glance, such a step may seem complicated and complicated, but it has a number of advantages:

Transparency – you have absolute control and access to every communication that is conducted with your customers, including statistics and reports
Flexibility – third-party customer support gives you more flexibility to handle your customers’ fluctuating demands
cost optimisation – by paying only for services actually used, costs are optimised and resources are used efficiently
you do not have to look for new employees – currently it is difficult to find a suitable candidate for the position of call centre operator, so this difficult task is no longer necessary for you
you do not need to train new employees – normally there is a high turnover in call centres and new employees need to be trained all the time. This task falls to you anyway.
expertise and experience – you get a partner who has experience with hundreds of different projects and will be happy to advise you which solution is ideal for you

Outsourcing today gives you far more options than you can imagine. We as a company will do everything for your satisfaction and our long-term cooperation.