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| 2Cc - Contact center (Call Center) » Delivery Channels |
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Delivery Channels
Delivery Channels
Service Choices to Fit Our Clients' Needs
2Cc's wide array of service delivery channels provides the means to building brand
loyalty and enhancing our clients' profitability. We analyze client business
process and contact center outsourcing needs to help determine the best means
of providing support. The appropriate mix of service channels not only
empowers customers, it also helps our clients reduce support costs and better understand customer issues.
2Cc's technology infrastructure and best-of-breed interaction tools
enable seamless service for our clients' customers. In addition,
we have extensive expertise implementing a variety of client-owned service tools across regions and industries.
2Cc offers a variety of solutions across multiple service delivery channels, including:
- E-mail
- Chat
- IVR
- Self-Service
- Social Media
1. E-mail – Indirect Support Channel for Direct Answers
E-mail continues to be an effective support option for customers and clients alike.
Its versatility across support types and the typically lower response time
requirements compared to voice support make it particularly attractive as a lower-cost support model for our clients.
Customers also benefit from using email support. Responding to inquiries via
email allows our support professionals more time to research the issues,
and they are able to utilize pre-written answers to common questions.
These preset answers help support professionals answer more customer
inquiries in a shorter amount of time, maintain consistent processes across
the organization and free support professionals to spend more time researching complex issues.
2Cc's experience providing email support spans our international footprint.
We currently are able to answer from dedicated email queues and blended
voice/e-support options. We offer state-of-the-art email technology from
Instant Service, or we integrate email tools provided by our clients.
2Cc recommends email as a viable contact channel for:
- Customer care
- Technical support
- Inbound order taking
- Help desk
2. Chat
Using Technology to Boost Support
Along with email, the popularity of chat support continues to grow
across industries. For customers, chat provides a more personal interaction
than email because of its real-time component. For clients, the ability
of support professionals to answer more than one chat at a time creates
additional cost savings through improved utilization.
Like email, support professionals have the ability to utilize technology
that automates responses and ensures accuracy. Our technology solutions
improve the speed of support, which is critical in a chat environment,
while also maintaining the consistency important to building brand loyalty.
Chat support professionals receive close monitoring and coaching like their
voice counterparts, to ensure the highest level of customer service and communication skills.
2Cc clients utilize our chat support options. We also use client-provided
chat tools that integrate with our voice services, or as standalone options.
2Cc chat support professionals respond to as many as four chat sessions
simultaneously, resulting in more than five million chat contacts each year.
2Cc's recommendation for chat support includes:
- Customer care
- Technical support
- Inbound order taking
- Help desk
3. Interactive Voice Response - IVR
Making Support Simpler
Phone interaction still remains the leading contact channel for contact
center and business process outsourcing. 2Cc's sophisticated interactive
voice response (IVR) technology provides relevant support assistance before
customers reach a support professional so their support experience is as
2Cclined as possible. Many customers receive the information they need to
resolve their issue directly from the IVR, which increases customer satisfaction,
reduces client cost and enables support professionals to focus on more
complex inquiries, build brand loyalty and promote upsell/cross-sell opportunities.
For calls requiring support professional interaction, 2Cc's IVR gathers
relevant information about the caller, then gives it to the support
professional via screen-pops prior to live interaction. This system provides the
customer with better service through quick handle times and knowledgeable responses.
Once the call is complete, 2Cc offers the option of automated after-call surveys to gauge customer satisfaction.
2Cc's IVR solutions:
- Leverage industry-leading IVR platforms
- Use CTI capabilities to maximize information available to support professionals
- Integrate seamlessly with other technologies in our service centers
- Provide meaningful standard and custom reports
4. Self Service
The Right Mix of Personal Assistance and Self-Service
Far beyond frequently asked question (FAQ) documents, the next generation
of self-service empowers customers, builds brand loyalty and reduces client costs.
It functions best as part of an integrated, multi-channel service strategy, and is
designed to provide customers with at-their-fingertip information at their convenience.
2Cc's web self-service replicates the best practices utilized by our top support
professionals. Self-service activities include building and deploying a knowledge
base with current and relevant content for the customer and creating a navigation
experience that is intuitive and easy to use. 2Cc's self-service strategy encourages
exploration and allows for successful first time and repeat visits. Integrating self-service
with other service channels provides additional opportunities to create competitive advantage for our clients.
As part of an integrated service strategy, web self-service is most effective for:
- High transaction volume
- Repeatable, consistent business logic and service handling
- Off-hour call support or promotions
5. Social Media Solutions
Today's consumers are turning to the virtual community and social
networks for support and information on products and services they use
every day - transforming what was once a social phenomenon into a business imperative.
To address this shift in consumer behavior, 2Cc created a multi-faceted business
solution to service the "social" consumer. 2Cc's social media solution will be
continuously refined to keep pace with the social CRM needs of our clients and
currently includes the following features:
- Trend Monitoring & Analysis: active monitoring of websites, blogs, forums and message boards to identify and gather real-time consumer and market trends; consumer data is analyzed and translated into customer experience objectives and actionable business priorities.
- Consumer Engagement: real-time, personal interaction with consumers across an unlimited number of social media; services include providing client news and promotional updates, responding to customer information requests, correcting misinformation and/or addressing customer dissatisfaction drivers.
- Revenue Generation: proactive identification of incremental sales and/or market promotion opportunities by leveraging intelligence garnered from market and consumer trend analysis.
2Cc's social media solution is customized based on each client's business priorities, CRM objectives and/or consumer demands. The various components of the solution are designed to be leveraged independently or holistically as needed to supply the dynamic, ever-evolving nature of today's consumers. 2Cc's social media solutions may be also be combined with its voice, chat, email and/or business analytics services - to create a fully integrated and comprehensive solution that drives customer satisfaction and increases overall brand loyalty.
BPO is typically categorized into back office outsourcing - which includes internal business functions such as human resources or finance and accounting, and front office outsourcing - which includes customer-related services such as contact centre services.
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