NAOS CX Customer Service

Yes! NAOS CX can arrange with telephone operators to provide a toll-free number for calls to your customer support.

However, rates may vary depending on the countries covered. Contact us for more details.

We know that you want your customers to be happy, so we recommend carefully defining your Service Level Agreements. Determining the correct SLAs is crucial: they must be demanding enough to satisfy your customers and, simultaneously, realistic enough to be achieved by the service provider.Learn more about the Service Level Agreement read our article: How to outsource customer service with the right SLA definitions

We can’t give a magic answer, as each brand and each channel (calls, emails, live chat, and social media moderation) has specificities, but we can give you a rule of thumb. The answer will depend on:

1) the number of people who work in your customer support team
2) how accurate your activity forecast is (i.e., how many customers are likely to contact you).
Let’s consider a team in ” regular” operation with adequate size and forecast. You can expect:
80% of calls shall be answered within 20 seconds (with a margin of error of + or – 5%), and 95% of calls answered within 60 seconds.
97% of your emails within 4 hours (with an error margin of + or – 10%)
80% of your live chats within 30 seconds (with the same error margin).

But if you decide to trust NAOS CX with your Contact center activities, we will do everything we can to ensure your customers are happy with our service.

We can provide service with native-level operators in English (USA and UK accents), German, French, Spanish, Italian, and Arabic. We also have an extensive network of operators who can provide service in other languages on-demand. These include Turkish, Chinese, Russian, Hebrew, etc.

We love challenges, so do not hesitate to contact us and let us know your request!

Yes, we’re happy to work with you on creating scripts for your most frequently asked questions. We’re experts in customer relations, so we know how to deal with different types of requests and optimize the response process.

However, who knows your customers better than you? Certainly no one! And you have direct knowledge of the product and your corporate culture.

For these reasons, building the knowledge base is a collaborative process we’ll undertake with you.

For each task, we select corresponding Clickworkers according to their individual skills. These skills have been verified through training and tests. Furthermore, their skills are continuously subjected to evaluation based on the work results. In addition, the high quality of the work results is secured by special quality management measures such as statistic process control, audits, peer reviews, and evaluation.