• Customer Services
• 24/7 Support
• Out-of-hours Support
• Customer Retention
• Product Recall

Outsourcing your night-time support means you can maintain 24/7 support and cut costs

Few businesses need convincing about the value of 24/7 support. Many use it as a competitive differentiator and a means to provide a revenue-generating premium service to customers. According to a recent survey, 9 out of every 10 senior business managers claimed that the ability to support customers 24/7 was of key importance, with a similar figure stating they would pay a premium for around-the-clock services*.

But around-the-clock customer support means your business is paying a premium too, for the nightshift cover where a small number of support agents may handle a very small volume of calls.

Outsourcing your night-time support operation is the solution. It allows you to maintain 24/7 support, whilst generating a significant cost saving for your business.

Both performance and customer experience can be improved and with CTL Europe fully adopting your brand culture in supporting your customers, your night-time cover will be completely seamless to them.

Outsource to enhance your 24/7 support, not reduce it

Outsourcing gives access to advanced applications, capabilities and capacity. The following provide an indication of how you can improve customer relationships, loyalty and value through CTL Europe.

• First and second line support
• Technical support – hardware and software
• Account management
• Frequently Asked Questions or service request
• Password resetting
• Receptionist services
• Call recording for monitoring performance and compliance
• Multichannel capability via email, voice or text
• Retention, upsell, cross-sell and loyalty programmes
• Ancillary revenue via direct marketing / promotional campaigns
• Inhouse ticketing system for faults etc.
• Database management
• Various routing rules and scripts via ACD

The CTL Europe solution

CTL Europe is uniquely positioned to provide exclusive night-time cover for your customers in a highly cost-effective manner. We appreciate the value of 24/7 operation for a business and have been running a 24/7 customer contact and processing centre for close to 10 years. Our Wembley-based centre offers helpdesk facilities, CRM, database management, email, text and voice messaging services and administrative support. We give you access to dedicated resources and sophisticated customer-based technologies that provide extensive reporting, yet without the high set-up costs associated with large call centres.

Click here if you would like to support customers around-the-clock.