OutPLEX is headquartered in Fort Lauderdale, Florida with nearshore operations in the Dominican Republic and Colombia to provide 24/7/365 high-quality business solutions and work at home redundancy for your call center needs. Many global brands and innovative startups have benefited from the 20+ years of expertise and the millions of calls transacted in the call center industry as we understand the key metrics to provide best in class customer service, expert technical support, and champion challenger winning sales solutions. With our focus on quality, growth, cost reduction and overall performance, we are the one stop shop to a better customer journey.
It means at least 85% of calls are resolved with only one contact. First Call Resolution (FCR) is one of the most important metrics as it not only captures the knowledge, morale, and efficiency of your team, but also creates a better customer experience without having to worry about “call backs” and “follow ups.”
FCR will not only significantly impact your margins by improving performance by up to 30% but eliminating repeat contacts will also drastically reduce your labor cost. Not to mention the referrals created by word of mouth and social media following a white glove customer experience.
While there is no doubt that digital messaging is on the rise, you will always have customers who prefer to speak to a representative for support. The traditional voice channel can be more personalized as it allows the agent to build a stronger rapport by connecting on an emotional level and matching their conversational style. Understanding the voice of your customer and identifying their mood is essential to showing empathy, being adaptable in your approach, and providing a sense of urgency to prioritize an answer or resolution. That deeper connection and sense of trust leads to higher customer satisfaction as measured by NPS.
Our brand experts are easily able to cross sell or upsell based on relevant products or services that will be of value to your customer and can increase your overall bottom line by 50%+. Our professional representatives take a consultative approach to educate your customer on products and services so they understand if there may be an upgraded item available or a discount offered for adding another relevant product.
— E-Commerce Director, Online Jewelry Retailer
– VP of Customer Care, Large Regional MSO/Telco Company
— Director of Operations, Fortune 100 Home Improvement Retailer