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 | 2021Special distinctions for:
Customer References
Programs for Innovation
Social Responsibility
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.
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
Trusted by Leading Organizations from Mid-Market to Enterprise
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
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
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Auxis is a Preferred Partner of the Top-Rated RPA Platform, used to automate activities such as Order & Payment Processing, Price Changes, Coverage Verification, and AI features such as Chat Bots.
Leading Call Center Platform, offering management of inbound and outbound customer contacts across all channels, real-time analytics and reporting, etc.
Leading IT Service Management Platform used to manage in-bound contacts for issues and problems, from initial contact through resolution, with workflow to provide real-time monitoring and alerts.
#1 Ranked BI Platform, offering real-time analytics and customized dashboards to present key SLA and operational KPIs, providing greater visibility into the Customer Support function.
BOOST YOUR CUSTOMER SERVICE EXPERIENCE!
Schedule Your Free Consultation Today!
