Service

Customer Service

Our Customer Service is available 24 hours a day, 365 days a year.

 

We have professional agents with proven experience and attention to details in three languages: English, Spanish and Portuguese. We also have a team of coordinators and supervisors who permanently support the operation optimizing resources and ensuring excellent quality.

 

The customers can contact us via phone, WhatsApp, chat or email.

We offer:

Personalized attention

Taking into account the needs, tastes and customer preferences.

Kindness

Courteous and helpful assistance. We always make the client feel that they have come to the right place.

Quick response time

We have efficient processes and the right equipment to quickly handle customer issues and provide the highest customer experience standards.

Friendly environment

Our staff work in a modern environment, attentive to hygiene and environmental care. We prioritize occupational health, and this comes across in each client relationship.

Registration and derivation of contacts

Our state-of-the-art technology collaborates by streamlining processes and generating reports and management indicators.

We follow processes aligned with the C.O.P.C (Customer Operation Performance Center). These standards are a set of management practices, key metrics / measurements and training for customer-focused service operations, designed to:

 

  • Customer satisfaction through the improvement of service and quality.
  • Increase revenue.
  • Reduce the cost of providing an excellent service, through forecasting transactions, analysing historical data and supplying the necessary equipment.

 

COPC can significantly reduce costs while maintaining or improving the quality of service and customer satisfaction.

 

We provide our clients with management reports and metrics to ensure accurate details are provided, number of transactions every 30 minutes, TMO (average operating time), number of transactions per agent, standard of service, standard of attention, dropout rate, among several other indicators.

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