customer contact monitor

Being reachable by phone is not always easy to achieve. Your customers expect you to be available and preferably at times when they want to contact you.

We can help you achieve that good accessibility. Just good accessibility and phone service without worries.

By the way, we also support all other channels such as mail, chat and social media. Possibly even multilingual! More than just simple phone service. We offer a total solution for accessibility and customer service.

Also just be easily accessible?

Are you interested in our multilingual customer service services or do you have any questions about them? You can call +31 (0) 85 8884661 or use the form below!

Outsource telephony or customer service

Carefree easy access to your customers is what SpangenbergGroup can offer. From simple telephone service to full multilingual and multichannel customer service. From 10 to 1000 calls per day!

We provide customized solutions looking at the specific needs of our clients. In doing so, almost anything is possible.

We have described the benefits of outsourcing in detail in a blog. You can read these here!

By the way, outsourcing telephony and or customer service is also possible simply at lower volumes. You can read our blog about that here!

What our customers say about our services

 5/5

As a start-up, we were looking for a scalable solution for our international customer service. We then started a partnership with SpangenbergGroep. In the years that followed, we grew rapidly and SpangenbergGroep ensured that our customer service grew nicely along with us. From a few hundred interactions per month to a few hundred interactions per day across all possible channels. In particular, its flexibility and ability to completely unburden us have enabled us to grow from start-up to multinational.

"Our collaboration has now been running for almost 2 years and I must say it has exceeded my expectations. It is always difficult to convey product content knowledge remotely and this has also forced us to look at our own documentation and training courses. Working together has taught us, at least me, that it is unnecessary and actually undesirable to transfer all knowledge in this way. For instance, we now have comprehensive lists and work instructions, where before we built on the individual knowledge of our own team. Why go it alone when we know more together? In other words, why do it the hard way when it can be done together."

In our peak season, we had to deal with a large increase in customer inquiries. Since we operate in almost all European countries, this was a challenge. We started looking for a partner who could support us in Dutch, Spanish, Italian, German, French and English. In addition, we wanted support on telephony, e-mail, chat and ticketing. In the end, we chose SpangenbergGroep. We have now been working with them for 5 years. In the high season we need a lot of staff and in the low season a lot less.

We have our own internal call center where we handle much of our customer service inquiries ourselves. SpangenbergGroup is a flexible shell for us. We have a permanent staff and SpangenbergGroup's team supports us when it's busy. In this way, we avoid a queue for our customers. The employees of SpangenbergGroep carry out almost all tasks, which means that they fully participate as the first line. This gives us the flexibility to be easily accessible even when we are busy.

With our webshop, we wanted to expand into Germany. We ourselves did not have any German-speaking employees who could answer customer service questions. SpangenbergGroup is now helping us with German customer service so that we can simply provide good accessibility for our German customers as well.

How does outsourcing work?

Outsourcing of customer service seems complex. We've had the privilege of setting up customer service for many companies so we know by now how that works. In our opinion, it's all about the right focus. As far as we're concerned, the best focus is assuming a fruitful long-term collaboration. Then you set up the cooperation well from the beginning.

Outsourcing is and remains largely customized. Together we look at the most important issues surrounding customer service and how best to set it up. Think about:

Background: Who is the customer and what is the product/service?
Technology: What systems will we use?
Quality: In what ways do we serve customers?
People: Who is going to do it?
Channels: What channels will we support?
Opening hours: From what time to what time and on what days?
Planning & forecasting: How do we ensure proper schedules?