Customer Service Outsourcing Services

Turning clients into raving fans through outstanding customer experiences

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Building strong customer connections one call at a time

Creating a great customer experience turns shoppers into buyers, buyers into repeat buyers, and repeat buyers into loyalists.

How customers are buying is changing dramatically. A recent study by the Forrester Group stated that digital customer interactions will increase by 40%. This is after the pandemic, where 68% of customers switched their retail interactions to online channels. Technology and globalization have made instantaneous response and resolution, contact personalization and always-available communication the “new normal”.

Auxis is all about helping you adapt to these new demands and convert your customers into raving fans by providing outsource customer service solutions that ensure client’s satisfaction throughout their entire life cycle.

Recognized as a Top 100 Global Outsourcing Provider by IAOP for Six Years in a Row

2016 | 2017 | 2018 | 2019 | 2020 | 2021

Special distinctions for:

Our Customer Service Outsourcing Services

Auxis provides a full range of Customer Support Outsourcing Services, including:

Order Management

Order & Payment Processing through all channels (phone, email, online, chat, etc.)

Returns Management

Product Returns and Exchanges, Quality Control, etc.

Customer Care

Product Information, Issues/Complaints Management, Shipping Inquiries, etc.

Collections

Collections, Cash Application & Customer Master Maintenance.

IT Service Desk Support

Product Technical Support, Tier One End User Support and Trouble Shooting, Issue and Problem Management through Resolution, etc.

HR Employee Support & Administration

Employee Administration, HR Help Desk and Employee Support.

Our Customer Support Center of Excellence

Our customer service outsourcing clients benefit from our established Customer Support Center of Excellence (“COE”). Auxis COE includes the following key roles that are designed to provide improved quality and consistency of performance, leveraging our expertise and industry best practices:

Workforce Management

Works with our clients to establish, monitor and update forecasts, and manage workforce schedules in real-time to adjust to changes in contact arrival patterns, contact types, etc

Quality Control

We work with our clients to define Quality standards, aligned with your expectations and requirements

Training

Initial onboarding and training for new hires, and based on inputs from the Quality Assurance team, “spot” coaching for skills or process refreshes or updates

Knowledge Management

Creates and maintains all process and procedural documentation for trainers, agents and end-users to reference at all times, and a self-help portal for individual research and issue resolution

Our Customer Support Center of Excellence

Our Customer Support Center of Excellence

Workforce Management

Works with our clients to establish, monitor and update forecasts, and manage workforce schedules in real-time to adjust to changes in contact arrival patterns, contact types, etc

Quality Control

We work with our clients to define Quality standards, aligned with your expectations and requirements

Training

Initial onboarding and training for new hires, and based on inputs from the Quality Assurance team, “spot” coaching for skills or process refreshes or updates

Knowledge Management

Creates and maintains all process and procedural documentation for trainers, agents and end-users to reference at all times, and a self-help portal for individual research and issue resolution

Robust Service Level Agreements

Auxis will work with you to define a strong Service Level Agreement (“SLA”) framework that is customized for each client based on your specific needs and drivers. Some customer service performance metric examples include:

Average Handle Time

Average Customer Wait Time

Customer Abandonment Rate

Mean Time to Resolve

Agent Utilization & Schedule Adherence

Customer Satisfaction / NPS

Customer Retention Rate

Auxis has been named Top 100 Global Outsourcing Provider in 2016, 2017, 2018, 2019, 2020, & 2021.

Trusted by Leading Organizations from Mid-Market to Enterprise

Customer Support Outsourcing Case Studies

Footwear Company Migrates Customer Service to Auxis Nearshore Model


Global Footwear Client Achieves 30% Savings Outsourcing Customer Service to Auxis Nearshore Model.

Design Leader Gets 42% Labor Cost Reduction by Outsourcing Collections and Order Processing


See how this Interior Design Leader gets 42% Labor Cost Reduction by Outsourcing Collections, Order Processing, and Accounting Operations to Costa Rica.

Aviation Leader Leverages Outsourcing to Modernize and Expand its Global 24x7x365 Service Desk Operation


Read this service desk case study to learn how a leading aviation company leveraged outsourcing to modernize and expand global help desk operations.

WEBINAR RECAP

The Rise of Nearshore Outsourcing in a Post-COVID Era

Why Costa Rica is a Great Choice

Why Auxis

Our clients choose Auxis above other customer service outsourcing companies for multiple reasons, including:

Ready to absorb your day-to-day operations in the top two rated nearshore locations in your time zone, Costa Rica & Colombia

World-Class, Nearshore Platform Close to Home

24+ years leading business transformation initiatives from midmarket to large enterprise across a wide range of industries

Business Process Optimization Experts

We bring you expanded access to top, proven resources in business process outsourcing customer service across multiple languages

Top, Multilingual Talent at the Fraction of the Cost

95% client renewal rate and NPS scores that exceed the world’s largest customer service outsourcing companies

Strong Customer Satisfaction

Auxis can provide a suite of automation tools that “plug into” your current systems and processes to increase operational performance

Robust Technology Partnerships to Drive Performance

Partnering with the Best-In-Class Automation Tools in the Industry

We leverage your current systems and add additional tools to drive higher levels of end-to-end automation and increased productivity. Some of these tools include:

BOOST YOUR CUSTOMER SERVICE EXPERIENCE!

Schedule Your Free Consultation Today!

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