CUSTOMER CARE YOU CAN COUNT ON.
When we provide customer care, customers are generally in a tough situation. They can’t figure out what went wrong or they just can’t find the answer to their question. That’s where we excel – helping customers when it matters most. At Group O, our agents know your brand inside and out, so when the questions get tough, we’re ready with easy answers. Whether on the phone or over chat or email, our U.S.-based representatives treat your customers like family. We do it over and over again, taking care of millions of customers every year. For 30 years, we’ve been successful because we focus on the customer, what matters to them, and how to make their experience better.
OUR PROCESS
When you choose Group O for your contact center, you’re partnering with one of the best in the business. While we thrive on the challenge that comes with big clients who need lots of agents, we can also take on programs that need less than 10 seats. We promise to engage your customers and grow with you.
- In-depth discussions with key stakeholders to tailor a program targets to your industry and customer base
- Determine the best omnichannel options for your program
- Onboard programs in as little as 30 days
- Weekly or daily meetings to hear calls, discuss metrics, and improve customer experience
- Quickly implement changes and new program integrations
- Monitor call volumes to manage fluctuations
All of our call center staff are located in the United States. We have multiple locations for redundancy so your program is never on hold for unforeseen reasons.
OUR PEOPLE
It’s plain and simple: our agents have experience. Core program agents have been here for an average of two years. Our supervisors and managers average more than 10 years with Group O, with several having more than 20 years of experience in call center work. By acknowledging the efforts and contributions of our staff, we have developed an incredibly loyal and committed team. It is our goal to create a family of call center performers that feel supported and look forward to being at work each day.
TRAINING: Group O believes in continual training for our expert team of service agents. A team of experienced trainers works with new agents, as well as tenured agents, to provide comprehensive training on your brand, programs, and business needs. We immerse our agents in your culture as well as your service expectations.
- Hands-on approach
- Side-by-side and one-on-one training curriculum for all types of learners with a nesting phase
- Mentors assigned to each caller
- Monthly soft skills training and ongoing education
TECHNOLOGY
Our customer relationship management technology allows for best-in-class omnichannel routing, workforce optimization, and analytics. The technology allows us to focus our energy on customer experience innovation rather than infrastructure integrations. We use our experience along with the industry’s leading contact center analytics software to streamline processes and interactions using machine learning, artificial intelligence, and robotic automation.
Pricing
We believe in finding a solution that works for you with minimum investment. We price by the minute, not the hour. You’re only being charged for time with customers which keeps costs down and optimizes your spend.
QUALITY ASSURANCE
Group O has a very through Quality Assurance program that monitors the effectiveness of all customer interactions. To ensure quality standards exceed expectations, quality assurance staff monitor both live and recorded calls. Calls are scored from beginning to end and agents are evaluated on greeting, disposition, problem-solving, closing, and other client-specific parameters. Agent scores are used in weekly coaching sessions that further develop customer service skills.
In addition, our Quality Assurance team conducts quarterly Quality monitoring workshops to align monitoring expectations and ensure scoring consistency.
QUALITY CALIBRATION
To ensure that we are meeting our clients scoring expectations, we meet regularly with our clients to share our monitoring results. Not only do we go over key performance indicators, but also our clients are able to monitor calls, chats, or emails.
DIGITAL SUPPORT OPTIONS
Care where customers want it.
With an increasing number of customers utilizing digital communications, our multichannel contact center gives your customers the flexibility to choose which method of contact works for them. Group O provides e-Care solutions that will ensure your digital touch points are effective and engaging.
LIVE CHAT: Engage your website visitors and improve your conversion rate by interacting with them in real time when they need it the most! Compatible with desktop and mobile to provide an omnichannel experience.
EMAIL: Email communication has become a preferred method of contact for many people and sometimes it can be difficult to keep up with unexpected email volumes. We provide scalable, fast, and friendly email support that adhere to your company’s branding requirements.
SOCIAL CARE: Social media has quickly become a customer care and brand management channel. Our social media care representatives are able to respond quickly to improve customer sentiment and engage your social media followers.
IVR: We leverage some of the best software in the world to transform your customer service. Interactive Voice Response is simple, effective, and reduces your company's costs by automating certain calls such as appointment scheduling, bill payments, callbacks, or surveys.
Rebate Management
Our comprehensive rebate management program benefits from our contact center. Answering questions and processing rewards is our specialty.
Incentive Platform
Our contact centers support rewards programs for Fortune 500 companies. Beyond calls, our proprietary incentive platform makes it even easier for customers to redeem their rewards.
When it comes to customer care, Group O provides full service solutions. We also are excited to share our Incentives and Rebates articles it give you all the information you need, start to finish for your program. Get all the insights, ideas, industry information and more on our blog by clicking the button below.
