International customer service centers
‘Full service’ is an expression which has been in and out of vogue. However, at Grass Roots we have remained consistent in our view that we provide the best results for our clients when we are in control of the service provision.
Customer support is critical to the success of any Grass Roots program. Program users often have questions regarding reward shipments or they may simply need general information on how to use the program. Contact Center representatives are always available to assist users by giving them the expert product specific solutions that they need. A dedicated toll-free number is set up along with customized answering by customer service representatives for each programs.
How do we engage
- Interactive Voice Response or IVR
- SMS/Text
- Chat
- Voice
- Facebook, Twitter, etc
We support
- Program rules and queries
- Technical queries
- Access and password problems
- Fulfillment issues
Grass Roots is dedicated to provide high quality customer service while maintaining and exceeding industry standard SLA’s, including:
- 80% calls answered within 30 seconds
- 7% or lower abandon rate
- Average live operator call length of 1.5 minutes
- Over 90% of our contact center cases were above SLA in the past 6 month period
- Our contact center averaged 2% abandon rate over the past 6 month measurable period
Grass Roots Contact Center representatives deliver qualified and accurate advice to all program participants. They provide a customer service experience which is traceable, comprehensive and user friendly. In depth, hands on training for all new contact center reps and for new programs is provided through a corporate trainer and with continuous knowledge base exercises.
Grass Roots Call Centers apply the latest software and hardware technologies to provide reliable high-quality customer support services 24/7, three hundred sixty five day a year, in dozens of languages. The Grass Roots Contact Center manages the customer support process with event logging. Logging all dialogs in both voice and text can be used for training purposes and to help manage the growth cycle of performance improvement programs.
Call Center capabilities at a glance:
1- For inbound calls
- On screen scripting
- On screen data capture
- Contact logging
- Enquiry handling
- Enquiry forwarding
- Management reporting
2- For outbound calls
- Use of customers/databases if required
- On screen scripting for consistency of message
- On screen data capture
- Management reporting
