Outsource Multi-channel Contact Center Services

Rapid technological advancements have been constantly changing the way we communicate with each other. With evolving customer expectations, businesses must adopt a Critical to Quality (CTQ)-driven omnichannel model. Customers today expect seamless, real-time support across phone, video, live chat, email, and social platforms.

Centralizing multichannel operations through a validated support model reduces operational variance, increases Voice of the Customer (VoC)-aligned responsiveness, and enhances Return on Investment (ROI). At Outsource2india we offer solutions, executed under the Define, Measure, Analyze, Improve and Control (DMAIC) lifecycle, enabling you to serve customers through their preferred channels—efficiently and consistently. Outsourcing this process enables businesses to serve their customers through channels of their choice and maintain a strategic bond with them.

Multi-channel Customer Support Services We Offer

Offering world-class call center services for almost two decades, we understand that customer experience must be the top priority for a company. Our service portfolio is architected using Lean Six Sigma principles—enabling measurable service quality, standardized workflows, and reduced Non-Vvalue-Added (NVA) across customer interaction points.

1. Video Chat Support

   

   Being one of the fastest growing means of communication, video chat support is being adopted by thousands of companies around the globe. At Outsource2india, we have the required infrastructure and skilled resources to provide high-quality video chat support services. Our agents are trained using VoC-to-CTQ scripts to deliver error-free customer interactions. Each engagement is tracked via feedback metrics for continuous improvement. Some of the video chat support tools are listed here -

   

2. Social Media Customer Support

   

   Social media is one of the fastest growing customer support channels widely used by people today, and customers expect support through various social media platforms, such as Facebook, Twitter, etc. Our team leverages structured response workflows for each platform. DMAIC-driven content playbooks allow us to handle escalations with speed and consistency. Some of the social media customer support tools are listed here -

   

3. Phone Support

   

   Maintaining a prompt customer care support is very important for any business and is as significant as offering a good product or service. Our phone interactions are governed by SLA metrics and real-time quality dashboards. Our agents follow standardized escalation paths to minimize resolution cycle time

   
   

   Outbound Call Center

   
   

   Inbound Contact Center

   Outbound Contact Center

   We have an experienced team which provides top-quality outbound call center services to global clients. Calls are executed under process maps validated through statistical root cause analysis. Outcome tracking ensures each campaign aligns with defined CTQs.

   Inbound Contact Center

   We specialize in providing efficient inbound call center services for global companies. We deploy error-proofed call routing systems that match agent skills to call type, improving first-call resolution rates.

4. Email Support

   

   Email has become the primary means of communication in almost all major organizations across the globe. We offer email support for both, technical and non-technical products and services. Our structured templates and automated response validation enable faster, consistent responses. Content is aligned to CTQs and audited regularly for compliance.

   

5. Chat Support

   

   Our chat support service provides a personalized customer service for both technical and non-technical domains and can be customized and tweaked as per your needs. Live chat scripts are aligned with pre-defined customer journey paths. Data from chats feed directly into our analytics layer for process refinement. We also enable you to get access to details about your website and related analytics. Some of the chat support tools are listed here

   

6. Offline Customer Support

   

   Apart from the conventional online customer support channels, we have the required capability and bandwidth to provide an offline customer support setup. Our offline support strategy includes resource deployment tracking, face-to-face resolution auditing, and post-interaction feedback capture.

   

Call Center Software We Use

Our Call Center Portfolio

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Why Invest in Multi-channel Contact Center Support?

Using multi-channel contact center support offers numerous benefits to businesses. Multi-channel contact services offer companies with option of having multiple touch points throughout the purchase cycle. Furthermore, the benefits of interacting with customers through different communication channels are many. Some of the key benefits are listed below -

• Companies can collect information about customer behavior and preferences
• Address customer issues and interact with the customers at every level of the purchase cycle
• These contact centers result in enhanced customer satisfaction and loyalty, which in turn boost ROI
• Facilitates business flexibility and CRM integration
• As the interaction with the clients is maximized, it increases business operational efficiency
• Allows customers multiple options to interact with the company
• As these customer service channels are promptly managed, customers get instant replies and quick resolution
• As the history of the interaction is readily available, valuable insights can be derived, to streamline the entire process
• Contact center agents will generally be able to process multiple interactions. These swift yet impactful interactions, help businesses gain a competitive advantage over the competitors
• As multi-channel enables quick and easy processing of customer queries, it considerably reduces contact center costs

Call Center Staffing Calculator

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Outsource2india presents one-of-its-kind and user friendly FREE Online Call Center Staffing Calculator. We have tried to make this calculator, concise, easy-to-use, and informative. It helps you calculate your call center outsourcing cost with least possible inputs. Hope this Call Center Staffing Calculator met your requirements and gave you an efficient experience and result. In case you need more information about our Call Center Staffing Calculator, please refer to our user guide

Benefits of Choosing O2I for Multi-channel Contact Center Solutions

Outsource2india has been providing multi-channel customer support to clients for almost two decades. Our rich experience of having worked with numerous clients from different regions of the globe helps us successfully handle customer requests from different parts of the world. Some of the major benefits of choosing us include -

1. Cost-effective Prices

   We provide the best-quality multi-channel customer support services at cost-effective rates and within a quick turnaround time

2. World-Class Training Programs

   Our team of contact center agents undergoes intense training to provide a variety of services and handle different types of audiences

3. Customized Services

   We have the required expertise to provide you with highly customized services, as per your business requirements

4. Young & Experienced Team

   We have a young and dynamic team of contact center specialists, supported by some of the highly experienced agents in the call center industry

5. Security Policies

   We follow strict confidentiality agreements and workstation data security policies which ensure that all the critical information you share with us is completely safe

6. Access to Latest Technologies

   We have state-of-the-art infrastructure in place and harness latest call center tools and technologies to provide the best customer experience

7. Understand Different Cultures

   Our team is trained to effectively interact in different languages and with clients from different cultures and backgrounds

8. Enhanced Customer Satisfaction

   Our top-quality services ensure that all the issues and queries are efficiently resolved within a quick turnaround time and hence increase customer satisfaction

Outsource Multi-channel Contact Center Services to Us

Outsource2india has been providing the best-quality multi-channel contact center solutions and a host of other call center services to global clients. Our cost-effective services have saved enormous time and money to several clients around the world. We provide customers with a customized solution which is centrally managed through a single platform. This streamlines the entire process of contact center solutions. We believe in total transparency and allow our customers to make informed business decisions. O2I is one of the leading multi-channel customer service providers in the world known for its quick and effective services.

If you are looking for accurate, efficient, effective, and cost-effective multi-channel contact center service provider, then look no further. Get in touch with us today!