Outsourcing of BtoB customer relationship services
The quality of customer relations is a strong indicator of your company’s commercial performance. Indeed, by investing sustainably in a qualitative and efficient customer service, you optimise the customer journey and increase commitment and preference for your brand. Whether it is a question of offering a telephone or e-mail reception service (whether or not in addition to an IVR), a pre-sales service (information) or an after-sales service (file management, delivery, invoicing, complaints, etc.). Each of these stages in the customer lifecycle must meet the same requirement for excellence to delight your customers’ experience.
Success depends on your ability to respond quickly and effectively to all requests from incoming contact flows (voice, email, chat, paper, etc.). Your B-to-B customer service must therefore, at the very least, ensure that it is accessible and provide an appropriate response within an acceptable timeframe, which is becoming increasingly rapid. However, finding the right profiles, infusing customer orientation into all the internal players, and maintaining all the communication channels with the same relational quality are often major obstacles.
This is why outsourcing all or part of your customer service management to a multi-channel B-to-B call centre offers many advantages. You improve customer satisfaction by increasing the rate of telephone or e-mail handling. You can flexibly absorb your peak periods (product launches, promotions) and peaks in activity, without compromising the quality of your relationships. Above all, you will develop an ultra-personalized customer service by relying on a specialized partner who is committed to the long term.
Create a Customer Service focused on customer satisfaction
To ensure the success of your Customer Relations outsourcing,
we support your teams at every step of the process.
We establish
Audit of your organization: typology of incoming contact flows, analysis of metrics (time to answer the phone, processing time, etc.), organization of services, processes, etc.
Setting objectives: determining the level of B-to-B customer service quality (QOS) in the short and medium term, your challenges in terms of customer satisfaction.
The Customer Service outsourcing model: scope, resources, tools, processes, skills development plans, KPIs. Depending on your needs, we use the Wayline platform or integrate your tools.
Training of our Customer Relationship Managers: appropriation of your corporate culture, methods, processes and tools.
The launch of the pilot phase: to test and benchmark the organization with the reality on the ground in our multi-channel contact centre.
Regular monitoring of performance: a report is sent to your departments and a steering committee analyses the results every month.
The assurance of a premium customer experience
At Wayline, we believe that the human element is at the heart of excellent customer service. This is why we implement solutions based on the symmetry of attention between our employees and your customers. Our ambition: to provide you with a unique customer experience at every contact.
Outsourcing your Customer Service to Wayline means :
- Guarantee a very qualitative and personalized image with Customer Relations specialists who are your ambassadors on a daily basis.
- Benefit from an optimal quality of service thanks to an organization that corresponds to you and a multichannel technical platform.
- Optimize your resources and your budget by implementing flexible and rapidly operational solutions: time or activity overflows, telephone reception or sorting, service management (orders, ADV, complaints, consumers, etc.).
Discover our customer solution by example
The client’s request
A French motorway management company wanted to improve its image and the satisfaction of its subscribers. The multiplication of high points (promotions, launch of new offers) and the strong seasonal nature of its activity meant that it was no longer able to absorb internally the growth in incoming multi-channel contact flows (telephone and e-mail). To meet its operational excellence challenges, it wanted to set up a complementary external system with a specialised partner, capable of absorbing the strong variations in volumes and flows.
Its objectives:
- Maintain the excellence ratio of telephone answering and mail response time throughout the year, regardless of the peaks in activity (activity multiplied by 3 during the summer period)
- Improve customer satisfaction (KPI: independent annual customer quality survey)
Our answer:
To create an outsourced customer relations unit that meets its quality requirements, we have set up :
- A mapping of processes and activity flows
- A multichannel system including
- A dedicated multichannel customer service team, reinforced in real time according to the company’s needs
- A “modus operandi” from the customer’s platform, ensuring the customer has full visibility of the actions of our customer service representatives
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