In many corners, the resulting strain on customer service employees is associated with historically high employee turnover rates which, in turn, impact performance consistency and customer satisfaction.

Promantis’ outsourced customer support services can help.

We offer the digital capabilities, an optimized operating model, and top nearshore talent to help customer service organizations adapt to modern challenges and contribute to topline revenue growth. We specialize in providing a full range of world-class inbound customer service outsourcing services, handling transactions such as product or service customer inquiries, order placement, issue resolution, IT service desk requests, and more:

• Multichannel communication methods. We meet your customers where they are, providing phone, email, online, chat, and self-service portals.
• Cutting-edge technology that can transform your customer experience solutions. We infuse our inbound customer call centers and digital support solutions with advanced technology like automation to increase efficiency and performance. We can also customize cutting-edge solutions to your specific needs: for example, using generative AI to enable more personalized interactions, chatbots that can answer complex questions, instantly generated conversation responses so human agents can make product/service recommendations on the spot, and more.
• Reduce costs without sacrificing customer experiences. Our service delivery centers in top nearshore hubs go beyond labor arbitrage – offering the best practices, highly educated talent, time zone compatibility, cultural alignment, strong English proficiency, and a neutral accent to drive exceptional customer satisfaction.
• Mitigate turnover. Our proven recruiting and retention practices keep our attrition below the industry average; for instance, we offer stronger career paths than any captive shared services center. We also make it easy to quickly scale your customer care teams up and down to accommodate seasonality or fluctuating demand without hiring headaches or carrying staff with inconsistent work.
• Turn analytics into a competitive advantage. We strive to increase customer value and loyalty with robust analytics, collecting actionable customer data across channels to continually improve your customer service strategy and performance.

Quality customer service is a critical factor in your company’s ability to weather uncertain times. Outsourcing customer service with Promantis will elevate your customer experiences – helping you attract and retain a loyal following that drives profitability and growth.

Our Customer Support Outsourcing Services:

• Order Management: Order & payment processing through all channels (phone, email, online, chat, self-service portals).
• Product Information: Accurate, up-to-date, error-free product data to answer queries and minimize returns.
• Customer Care: Issues/complaints management, shipping inquiries, etc.
• Returns Management: Product returns and exchanges, quality control, etc.
• Collections: Collections, cash application, and customer master data maintenance.
• IT Service Desk Support: Product technical support, tier one end-user support and troubleshooting, issue and problem management through resolution, etc.
• Workforce Operational Support: Virtual store audits and coaching, action reports, follow-up reviews, and sophisticated analytics.
• HR Employee Support & Administration: Employee administration, HR help desk, and employee support.

Our Customer Support Centre of Excellence: Promantis Customer Support Center of Excellence (COE) works behind the scenes to ensure exceptional customer satisfaction. With deep industry knowledge and extensive experience implementing similar services across a wealth of clients, we supplement our core solutions with additional, value-added capabilities to ensure that our customer service team performs at peak levels.

We also provide coaching and quality management to identify and address any team members or areas that need additional support.

Our COE Services include:

• Workforce Management: We work with you to establish staffing schedules, monitoring and updating forecasts about staffing needs. We also manage workforce schedules in real-time: for example, staggering employee breaks and adjusting to changes in contact arrival patterns, contact types, break schedules, etc.
• Quality Control: We help define quality standards aligned with your expectations and requirements. We perform ongoing customer contact monitoring, evaluation, and performance reporting based on these standards and requirements, identifying any areas that require additional focus or support.
• Training: We provide initial onboarding and training for new hires. We also perform spot coaching for skills or process refreshes/updates based on inputs from the Quality Control team.
• Knowledge Management: We create and maintain all process and procedural documentation for trainers, agents, and end-users to reference. We also create and maintain documentation that enables individual research and issue resolution in the self-service portal.