Outsourced telephone technical support

Technical assistance and after-sales service by telephone are crucial points of contact in the customer journey. Whether it’s about facilitating the use of your services and products, giving advice, replacing parts or resolving complex situations, it is essential that each of these exchanges is well “experienced” by your interlocutors. What are the keys to success? Shorten waiting times, offer maximum listening quality and provide effective solutions from the first call.

However, maintaining the performance of a BtoB technical hotline internally is often difficult. In addition to a costly structural investment, there are difficulties with recruitment, team management and “turn over”. In particular, combining professional and relational expertise implies a strong mobilisation of resources for a long-term ROI. As a result, the organization is often inflexible during “sensitive” periods (peaks of activity, seasonality, etc.) and the resulting drop in the call collection rate affects the company’s brand image.

This is why setting up an outsourced telephone assistance service, on a one-off or recurring basis, is a powerful lever for building customer loyalty. You improve your quality of service and customer satisfaction, without recruitment and investment. You optimise your costs while benefiting from the expertise of Customer Relations specialists. You adapt your organisation to maintain the best possible availability of service to your customers. Finally, you increase the reactivity and fluidity of the follow-up of customer requests by relying on the tools and management processes of a B2B Customer Service expert.