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.Â
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.Â
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.Â
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:Â
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.Â
- Source: State of the Contact Center 2022 Report
Auxis provides a full range of inbound customer service outsourcing services, including:Â
Order & payment processing through all channels (phone, email, online, chat, self-service portals).
Accurate, up-to-date, error-free product data to answer queries and minimize returns.
Issues/complaints management, shipping inquiries, etc.
Product returns and exchanges, quality control, etc.
Collections, cash application, and customer master data maintenance.
Product technical support, tier one end-user support and troubleshooting, issue and problem management through resolution, etc.
Virtual store audits and coaching, action reports, follow-up reviews, and sophisticated analytics.
Employee administration, HR help desk, and employee support.
Order & payment processing through all channels (phone, email, online, chat, self-service portals).
Accurate, up-to-date, error-free product data to answer queries and minimize returns.
Issues/complaints management, shipping inquiries, etc.
Product returns and exchanges, quality control, etc.
Collections, cash application, and customer master data maintenance.
Product technical support, tier one end-user support and troubleshooting, issue and problem management through resolution, etc.
Virtual store audits and coaching, action reports, follow-up reviews, and sophisticated analytics.
Employee administration, HR help desk, and employee support.
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:Â
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.
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.
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.
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.
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:Â
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.
Most mature shared services destination in the Americas, with over 350 multinationals providing business services from the country.
Ranked #1 in Latin America for availability of skilled talent (IMD World Talent Ranking) and #1 for financial attractiveness in LATAM (Kearney Global Services Location Index).
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.
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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.Â
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.Â
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. Â
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.Â
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.Â
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.Â
We want to learn more about your organization and help you achieve your goals.
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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.
