Managed Services in a fully outsourced model has evolved into a full-fledged customer satisfaction and customer experience system. Businesses have realized that every interaction, during the life of a relationship, is an opportunity to build loyalty, and gain additional revenues. However, customers expect to engage with brands through a multitude of channels: telephone, email, chat, social media, and face-to-face in retail, at events, or at their doorstep. Hence it is important that this activity is managed by a service provider who has the experience, tools and mind set to provide this.
CCC has the capability to deliver consistent customer experience across all the customer touch points in a managed service model. We help organizations to provide excellent experiences to their customers by meticulously managing every customer-company interaction along the entire lifecycle. By measuring and monitoring the quality of interactions along with tracking and action, we enable a strong affinity between the customer and the brand, thus delivering differentiated experiences.
Our proactive approaches result in businesses acquiring and retaining customers, converting enquiries to sales, making customers refer our clients’ products. Our contact centers are equipped to handle voice, email, chat, comments in specific communities, and social media under one roof using the latest technologies and platforms. Our solutions address the customer’s core issues and are customizable, scalable and cost-effective.
Today’s organization takes a multi-functional approach to shared services. These functions are primarily non-core to the organization. However, shared services are a complete entity by itself with its own set of people, processes and technology. Multitude of services comes under the gamut of shared services including HR, Training, Finance, Supply Chain and others. Our shared services functions enable our clients from end to end – consulting to operations with reduced cost and increased efficiency.