Customer operations is the largest family of work we take on. When you outsource support to Conversantix, we recruit and train the team that handles your customers, run the queue day to day against the handling standards agreed with you, and report on how it performs.
Voice support as your front line — queue handling, issue resolution, CRM and ticket updates, and escalation into your team where a contact needs someone on your side. Agents are recruited and trained against the handling standards agreed during scoping.
Asynchronous email handling and live chat, worked from your templates and tone of voice. Both run against the same quality criteria as voice, so a customer gets a consistent answer whichever channel they choose.
Where you run more than one channel, we operate them as one queue rather than separate teams. A contact that starts on chat and continues by email stays with the same context, so the customer is not asked to repeat themselves.
Product and technical issue handling, triaged by complexity. First-line resolution against a documented knowledge base, with a defined path for issues that need more specialist handling or need to go back to your own engineers.
Retention handled as an operation rather than a campaign — working cancellation and at-risk contacts, following the save paths agreed with you, and feeding the reasons customers give back to you as structured information.
The exact scope is agreed during scoping. These are the activities this kind of programme normally covers.
Support operations we run are managed under the same quality and workforce practice we operate as a standalone service. Evaluations are scored by contact type and calibrated regularly, so quality results mean the same thing month to month.