Solutions
Contact Centre Services
Business Process Outsourcing – a new layer of professionalism
Professionalism and smart tech
When it comes to providing contact centre services, XBP Europe is backed up by decades of experience.
Outsourcing this function will save substantial amounts of time and resources. Benefit from cutting edge, AI-powered technologies, including Google CCAI, and highly-trained CSRs who deliver exceptional levels of service.
A range of services
A broad selection of inbound and outbound contact centre services include welcome calls, appointment scheduling and reminders, help desk, switchboard services, telesales, and cross-selling.
Professional CSRs
Our customer care agents undergo rigorous training to ensure best-in-class service. Cross-training for specialty skills is also provided to ensure consistent availability of fully trained personnel for every position.
Performance tracking
In-depth tracking and reporting offers greater transparency over each of the services provided. It also supports planning and optimisation of those services, as part of continuous improvement.
Smart dashboards
Configurable dashboards help to monitor performance in real time. Managers can identify potential issues and react accordingly. It becomes possible to implement any necessary changes, before a problem arises.
Standard reporting
A range of regular reports include reports first call resolution, customer satisfaction, health of quality report, weekly observation, training needed identification, and weekly SLA updates.
Benefits
The contact centre plays a vital role as a first point of contact with your organisation.
Our services extend the reach of your business. Contact becomes easier for staff and customers, and professionalism is enhanced across multiple touch points.
An extensive network of contact centres with integrated omni-channel capabilities, cloud-based telephony, 100% call recording, and multilingual staff uphold excellent levels of quality and customer satisfaction.
Huge savings on workspace, time and resources
99.95% system uptime ensures full coverage at any time
85% of calls answered within 3 seconds
Highly-trained, professional staff provide a superb first impression
Extensive service offerings, which can be customised to client needs
