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Strengthen Customer Loyalty and Beat Historic Turnover Rates With Outsourced Customer Service

A great customer service experience turns shoppers into buyers, buyers into repeat buyers, and repeat buyers into loyalists. And that’s something we can all get behind. 

But exceptional customer service is often accompanied by exceptional customer demand. Instantaneous response and resolution, personalized contact, and 24×7 communication are the new normal in today’s ultra-competitive, digitized markets. 

In many corners, the resulting strain on customer service employees is associated with historically high employee turnover rates which, in turn, impact performance consistency and customer satisfaction. 

Auxis’ outsourced customer support services can help.

We offer the digital capabilities, an optimized operating model, and top nearshore talent to help customer service organizations adapt to modern challenges and contribute to topline revenue growth. We specialize in providing a full range of world-class inbound customer service outsourcing services, handling transactions such as product or service customer inquiries, order placement, issue resolution, IT service desk requests, and more: 

  • Multichannel communication methods. We meet your customers where they are, providing phone, email, online, chat, and self-service portals. 
  • Cutting-edge technology that can transform your customer experience solutions. We infuse our inbound customer call centers and digital support solutions with advanced technology like automation to increase efficiency and performance. We can also customize cutting-edge solutions to your specific needs: for example, using generative AI to enable more personalized interactions, chatbots that can answer complex questions, instantly generated conversation responses so human agents can make product/service recommendations on the spot, and more.
  • Reduce costs without sacrificing customer experiences. Our service delivery centers in top nearshore hubs go beyond labor arbitrage – offering the best practices, highly educated talent, time zone compatibility, cultural alignment, strong English proficiency, and a neutral accent to drive exceptional customer satisfaction.
  • Mitigate turnover. Our proven recruiting and retention practices keep our attrition below the industry average; for instance, we offer stronger career paths than any captive shared services center. We also make it easy to quickly scale your customer care teams up and down to accommodate seasonality or fluctuating demand without hiring headaches or carrying staff with inconsistent work.
  • Turn analytics into a competitive advantage. We strive to increase customer value and loyalty with robust analytics, collecting actionable customer data across channels to continually improve your customer service strategy and performance. 

Quality customer service is a critical factor in your company’s ability to weather uncertain times. Outsourcing customer service with Auxis will elevate your customer experiences – helping you attract and retain a loyal following that drives profitability and growth. 

97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand.

- Source: State of the Contact Center 2022 Report

Our Customer Support Outsourcing Services

Auxis provides a full range of inbound customer service outsourcing services, including: 

Order Management

Order & payment processing through all channels (phone, email, online, chat, self-service portals).

Product Information

Accurate, up-to-date, error-free product data to answer queries and minimize returns.

Customer Care

Issues/complaints management, shipping inquiries, etc.

Returns Management

Product returns and exchanges, quality control, etc.

Collections

Collections, cash application, and customer master data maintenance.

IT Service Desk Support

Product technical support, tier one end-user support and troubleshooting, issue and problem management through resolution, etc.

Workforce Operational Support

Virtual store audits and coaching, action reports, follow-up reviews, and sophisticated analytics.

HR Employee Support & Administration

Employee administration, HR help desk, and employee support.

Order Management

Order Management

Order & payment processing through all channels (phone, email, online, chat, self-service portals).

Product Information

Accurate, up-to-date, error-free product data to answer queries and minimize returns.

Customer Care

Issues/complaints management, shipping inquiries, etc.

Returns Management

Product returns and exchanges, quality control, etc.

Collections

Collections, cash application, and customer master data maintenance.

IT Service Desk Support

Product technical support, tier one end-user support and troubleshooting, issue and problem management through resolution, etc.

Workforce Operational Support

Virtual store audits and coaching, action reports, follow-up reviews, and sophisticated analytics.

HR Employee Support & Administration

Employee administration, HR help desk, and employee support.

Our Customer Support Center of Excellence

Our Auxis Customer Support Center of Excellence (COE) works behind the scenes to ensure exceptional customer satisfaction. With deep industry knowledge and extensive experience implementing similar services across a wealth of clients, we supplement our core solutions with additional, value-added capabilities to ensure that our customer service team performs at peak levels. We also provide coaching and quality management to identify and address any team members or areas that need additional support. Our COE Services include: 

Workforce Management

We work with you to establish staffing schedules, monitoring and updating forecasts about staffing needs. We also manage workforce schedules in real-time: for example, staggering employee breaks and adjusting to changes in contact arrival patterns, contact types, break schedules, etc.

Quality Control

We help define quality standards aligned with your expectations and requirements. We perform ongoing customer contact monitoring, evaluation, and performance reporting based on these standards and requirements, identifying any areas that require additional focus or support.

Training

We provide initial onboarding and training for new hires. We also perform spot coaching for skills or process refreshes/updates based on inputs from the Quality Control team.

Knowledge Management

We create and maintain all process and procedural documentation for trainers, agents, and end-users to reference. We also create and maintain documentation that enables individual research and issue resolution in the self-service portal.

We Bring Cutting-Edge Technology to Help You Work
Not Just Faster, But Smarter

At Auxis, we adapt to your current systems like CRM or order management tools while suggesting additional best-in-class tools to drive higher levels of efficiency, automation, and real-time insights. That includes a full suite of process automation, AI, analytics, and productivity technology, such as: 

Robust Service-Level Agreements
Maximize Performance

Auxis will work with you to define a strong service-level agreement (SLA) framework customized to your specific needs and drivers. When you outsource customer service, important SLA metrics often 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

Quality Adherence

Nearshore Pioneers, Located in the Top Destinations of Latin America

With over 25 years of shared services experience in the region, Auxis’ BPO services are provided from Latin America’s top nearshore locations. Our customers receive critical advantages like time zone compatibility, strong cultural affinity, and highly educated talent with exceptional English proficiency and familiarity of North American operations.

Costa Rica

Most mature shared services destination in the Americas, with over 350 multinationals providing business services from the country.

Colombia

Ranked #1 in Latin America for availability of skilled talent on the IMD World Talent Ranking and ranked #1 on the Offshore BPO Confidence Index.

Supporting Hubs

Our support hubs offer the best quality, technically skilled talent from top nearshoring destinations including Mexico, Argentina, and Guatemala, and use best practices, technology, and innovation to drive continuous process improvement.

Trusted by Leading Organizations from Mid-Market to Enterprise

Recognized for the last 8 years

Featured Case Study

Webinar Recap

The Rise of Nearshore Outsourcing in a Post-COVID Era

Why Costa Rica is a Great Choice

Client Experiences

The Auxis Difference

Why Auxis is Different from Other Customer Service Outsourcing Companies

Leveraging our extensive experience as advisors, BPO operators, and industry veterans for more than 25 years, we bring unmatched insights into the best practices and operational strategy for achieving breakthrough performance faster and more cost-effectively. With end-to-end process transformation capabilities, innovative technology solutions and multichannel communication methods, we excel at helping customer service organizations boost customer loyalty, adapt to modern challenges, and contribute to topline revenue growth. 

We are nearshore outsourcing pioneers, recognized annually on IAOP’s Outsourcing Global 100 list, and continue to stand out as one of the only market leaders with a robust nearshore model. Our global delivery platform in top Latin American hubs like Costa Rica and Colombia combines significant labor arbitrage with high-quality talent, cultural alignment, outstanding English proficiency, and time zone compatibility – driving the real-time communication and collaboration essential to supporting customer service activities. 

Our location in top nearshore markets ensures outsourcing doesn’t sacrifice performance. Partnering with Auxis delivers a deep bench of highly educated talent that helps you beat historic turnover rates and delivers the critical-thinking skills needed as organizations start to outsource more complex, judgment-intensive processes. Our teams also provide outstanding English proficiency, avoiding miscommunication that can impact service delivery at other BPO locations.  

We understand the unique demands of your industry – and we tailor our solutions to meet your distinctive needs. Whether that means processes that merge efficiency with HIPAA compliance for healthcare organizations, collections models that help CPG companies meet the billing demands of big box retailers, workforce operational support specifically designed for the restaurant industry, or other industry-specific services, our practical solutions are designed to help you attract and retain a loyal following that drives profitability and growth in your industry. 

We take a business-led approach to technology innovation in your customer service department, strategically layering intelligent automation, machine learning, generative AI, and more to support business goals. We also deliver best-in-class analytics tools offering real-time insights aimed at helping you improve your customer service strategy and performance. 

Your success is our success. We tailor our nearshore customer support outsourcing services to match the challenges and opportunities unique to your business. Through our high-touch delivery model and flexible, results-driven approach, we become an extension of your team – optimizing customer service processes, elevating operational visibility, and holding ourselves accountable for value realization. 

Ready to Accelerate Your Journey to Customer Service Excellence?

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Understand the difference between KPIs and SLAs, and learn the most common Service Level Agreement Metrics in F&A and Customer Service.

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Great experiences turn shoppers into buyers and buyers into loyalists. That’s something we can all get behind. Auxis can help.

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