June 2021 – Synergy Connect

Picking up every customer service call saves businesses money.

June 23, 2021June 23, 2021

A 1% improvement in first call response rate equals around £198,000 in annual operational savings for contact centres.

Synergy supplies Customer Service and Support for a range of brands in the highly regulated Energy Sector helping five clients into the 2018, 2019 and 2020 Which? customer service report, with two others receiving positive recognition in their “Call waiting” report for reducing customer call waiting times from 20+ minutes to 53 and 68 seconds, respectively.

If you would like to learn how Synergy can help reduce your call waiting times, please contact Steve Cripwell. (+44) 20 3488 9561 or steve.cripwell@synergyoutsourcingltd.co.uk

Services

People still want human contact.

June 16, 2021June 16, 2021

Although automation and virtual assistants are valuable, some 34% of consumers said that automated telephone systems and the inability to speak to a live person were amongst the most frustrating aspects of contacting customer service. Source: Capterra.

Operating from our service centre near Durban, South Africa, recently awarded “Most favoured Global Offshore CX delivery Location” for 2021, we have over 1,000 “Live” advisors, with English as a first language, offering their personal support and expertise.

If you would like to learn how quickly Synergy could build a dedicated team to support your current operations and help improve your customer experience, please contact Toby Selves. (+44) 20 3488 9563 or toby.selves@synergyoutsourcingltd.co.uk

Services

Customers do not like being passed between agents

June 7, 2021June 7, 2021

Contact centre solutions need to connect customers with the right agents straight away. US customers say that being moved around is the most frustrating part of a customer service experience and it is reasonable to presume that UK customers feel the same. Source: Microsoft.

Our services are tailored to your requirements and can support you across a range of customer interactions, bookings and queries, and we undertake processing for those basic day-to-day tasks, releasing your resource to focus on other activities.

If you would like to learn how Synergy can help improve your customer experience, please contact Steve Cripwell. (+44) 20 3488 9561 or steve.cripwell@synergyoutsourcingltd.co.uk

Services

Omnichannel customer contact increasing

June 1, 2021June 2, 2021

The requirement for omnichannel contact centres is increasing. Microsoft found that 66% of customers use an average of three communication channels to connect with customer service. Source: Microsoft.

Synergy offers first line customer contact via voice, email, live chat, and social media supporting customer ordering and payment processing, refunds and returns, and can manage supply, product and distribution queries.

If you would like to learn how Synergy’s omnichannel services can help improve your customer experience, please contact Toby Selves. (+44) 20 3488 9563 or toby.selves@synergyoutsourcingltd.co.uk

Month: June 2021

Picking up every customer service call saves businesses money.

People still want human contact.

Customers do not like being passed between agents

Omnichannel customer contact increasing