Customers who are dissatisfied with your service or product can express their disappointment or dissatisfaction in a variety of ways: to your customer service department or points of sale, via social networks, by e-mail or on dedicated digital platforms.
Dissatisfied customers can damage your brand’s image, which is why it is so important to manage customer complaints properly. Advancia Téléservices is a reference in this field.
Outsourced customer complaint management
Our multi-channel contact center is an expert in handling customer complaints. The expertise and know-how of our offshore call center ensure that your customers receive an active and attentive ear, focused on results.
Our main missions are to offer your customers fast, efficient and tailor-made handling of their complaints and claims. A whole range of customer complaint management services is available to help you improve your customer relations, so as to enhance customer satisfaction and build customer loyalty.
Aware of the multi-dimensional nature of today’s communication channels, our multi-channel outsourcing service has established a customer support and customer relationship management process tailored to optimum handling of complaints.
Procedure for managing and handling customer complaints
Our expertise in customer service outsourcing enables us to implement an approach that is both global and comprehensive. The responsiveness and speed of our advisers enable us to optimise remote customer relationship management.
The customer complaints outsourcing procedure and strategy we have put in place comply with the requirements of the standards in force. Added to this is our many years of experience in customer relations, which enables us to develop corrective solutions to ensure you receive a customer service of impeccable quality.
The benefits of outsourcing complaints management
In addition to our expertise in the field of customer relations, by outsourcing the management of your complaints to our Tunisia call center, you can take advantage of the permanent availability of our advisers, and therefore of rapid handling.
Opting for our outsourcing service also means ensuring that disputes and complaints are properly managed. It means reaching out to your customers to make them feel understood. Our main objective is to ensure that your customers are satisfied at all times, so that you can focus on your core business.
The different stages in handling customer complaints
Our dedicated customer complaints department works in several stages to ensure the proper management and quality of customer relations:
- Outsourced telephone answering to ensure that complaints are received and recorded by dedicated telephone advisers, etc;
- Analysis and processing of the complaints received, providing an optimum solution. Here, we take responsibility for reassuring customers about the progress of complaints handling;
- Launching the appropriate corrective action until it has been validated by the customer.
At Advancia Téléservices, our expert teleconsultants ensure quality care at every stage of the complaints handling process, right through to closure.