To start with our definition of dedicated customer service support:
Dedicated customer service support is a form of support where an outsourcer uses an external customer service team. That team then only works for 1 specific client during the agreed times and does not mix the work with other clients. Dedicated support is often used for larger and reasonably fixed, and schedulable volumes and for a certain level of complexity.
Dedicated support is characterised by support for a single client in a fixed team. The employees working in a dedicated team work only for that specific client, so the work is not blended with work for other clients.
This form of support has a number of advantages and is particularly interesting from a certain volume and/or a certain amount of plannable work. The advantage of dedicated support is that employees work for 1 client and the work does not blend with all kinds of other clients. In this way, we create a stable base with a permanent team that does most of the support for 1 specific client. The work can be very diverse. Think primarily of customer contact and related activities. Issues such as administrative work, customer satisfaction surveys or outbound calls can also be handled by the dedicated team. We also have clients where the team links with suppliers and carriers to perform most of the back-office tasks. For example, almost the entire customer service process is outsourced, which works very well. The dedicated team is really the customer service team but remote. In addition, with higher volumes and multiple channels, the cost of dedicated support is often more interesting because dedicated support is charged by the hour. It is therefore important to use the hours effectively.
We are SpangenbergGroup! And we can help you make your customer service a good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We unburden you in the area we are good at (customer service) so you can concentrate worry-free on what you're good at. Sound good? Get in touch.
With over 25 years of experience in optimising customer contact and customer experience SpangenbergGroup can help you. The optimise customer service or outsource? Use the form or see our contact page.
Also with other questions about customer contact and customer service you can always contact with us!
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