Customer Service Outsourcing
We provide top-quality outsourced customer support by adhering to the golden rules of customer service. With us, you’ll give new meaning to your customer service team and assist more clients in less time.
The European Contact Centre & Customer Service Awards is the longest-running and most prestigious competition in the Contact Center industry in Europe. Each year, the program’s jury recognizes organizations that set the standard in delivering exceptional customer service.
In 2024, CCIG Group was awarded in two categories: Best Multilingual Contact Center (Gold) and Best Crisis Management Approach (Silver).
The Polish Contact Center Awards is the most important competition in Poland’s contact center and customer care/service industry. It continues the legacy of previous projects such as Telemarketer of the Year (awarded since 2008) and the Golden Headset (since 1998). The aim of the competition is to promote and enhance the prestige of work in remote customer service.
In 2024, CCIG was recognized in the category of Best Partnership Collaboration for its cooperation with the LOT Polish Airlines contact center team.
Secure, award-winning outsourced customer support
Our Approach to Customer Support
Gathering Feedback to enhance Customer Service
Customers expect to share their opinions about a brand, product, or service. When they feel heard and see real improvements based on their feedback, they become more loyal. Positive changes driven by customer insights also boost the morale and engagement of our support teams.
To enhance our customer service operations, we actively collect feedback from clients. Effective methods include surveys, emails, online forms, phone calls, and social media platforms.
Analyzing feedback helps uncover previously unnoticed issues and areas for improvement, allowing us to implement precise corrective actions. Regular data analysis and action-taking elevate the overall customer service process.
Industry Leaders Choose Us
We are outsourced customer service provider for companies from various industries, delivering outstanding customer service and remote sales in an outsourcing model.
What is the key to increasing satisfaction and building customer loyalty? It's our experience?
Since 2002, we have specialized in multi-channel customer care.
Our goal is to strengthen the relationship between you and your customers. Exceptional customer service, as we define it, involves quick and effective problem resolution, providing feedback, and creating positive consumer experiences.
We believe that the customer service department is the heart of any business.
The quality of its service directly influences customer satisfaction and loyalty, which in turn affects the overall image of the company and its revenue. Proper customer service management can bring tangible benefits, such as increased customer satisfaction and the building of long-term relationships.
Over 500 companies in Poland and around the world have trusted us with their customer service.
Each of them has seen an increase in NPS and witnessed the exceptional impact of our service on customer satisfaction and loyalty. Join us and discover how effective customer relationship management can accelerate your business growth!
Take the first step towards creating professional customer service. Find out what actions are worth implementing in your company so you increase cost savings and focus on core business activities while maintaining excellent customer service.
Professional management of the customer service process guarantees the highest level of service quality.
What types of customer service outsourcing do we provide?
Claims Helpline
Experienced customer service agents who understand your clients’ needs.
Our Customer Service Department handles claims management. Through our claims helpline, we provide professional service aimed at understanding and effectively resolving your customers’ issues. Our team of agents are highly qualified and continuously trained specialists who expertly recognize consumer needs and problems, offering fast and effective solutions.
We use an omnichannel approach to handle claims processes, ensuring clients can reach us through multiple communication channels. Customer interactions are supported by a wide range of tools, ensuring the highest level of service.
Helpdesk
Guaranteeing business continuity and efficiency.
Additional customer support services include:
Service Helpline
E-commerce Support
After-Sales Support
Business Helpline
Call Center Helpline
Benefits for Your Business by Outsourcing Customer Service to CCIG Group
Cost Savings
Improved Brand Image
Increased Sales
Specialized Team
Know-How Sharing
Send us a message.
Together we’ll see if our services can add value to your business.
Here are answers to the most frequently asked questions about customer service outsourcing:
Why is customer service so important?
Professional customer service is one of the fundamental pillars of any business. Every customer is different, which is why service personalization is incredibly important. Understanding your customers, their preferences, and expectations allows you to tailor the service to their individual needs – making them feel well taken care of and more satisfied with the collaboration. This builds a positive image of the company and directly impacts its revenue.
By investing in modern technologies, employee training, and effective customer service process management, we can not only meet but exceed the expectations of our clients. Customer interactions should be a positive experience that builds loyalty and trust in the brand. This is why it’s essential to uphold the highest standards of service and continuously strive for excellence in every aspect of customer service.
How to improve customer service quality?
Here are our 8 customer service principles that will make your customers happy and keep them coming back:
- A variety of communication channels to choose from
- Regular training and development of agent competencies
- A personalized approach to customer needs and experiences
- Continuous quality monitoring for better service
- Fast response and effective problem-solving
- Empathy in the agent–customer interaction
- High availability of agents
- Consistency in communication
What should a customer advisor be like?
Agents play the most important role in the customer service process. Expert customer support requires them to be well-trained and continually develop their skills in order to effectively solve customer problems. Properly conducted training focuses not only on learning specific products or services but also on enhancing soft skills and developing interpersonal abilities
Empathy during customer interactions is a crucial element that allows employees to better understand the needs and feelings of customers. By demonstrating empathy, a consultant can better immerse themselves in the customer’s situation and their relationship with the company, leading to a more “human” approach to resolving issues. Customers who feel genuinely heard and believe that their concerns are taken seriously are more likely to forgive any potential mistakes and remain more loyal to the company.
Which customer service communication channels meet customer expectations?
Customers value the ability to choose their preferred method of contact with a company – from traditional phone calls to modern social media platforms. Telephone contact is often preferred for more complex issues. However, for quick inquiries, digital channels such as email or live chat are more effective. Each interaction with customers should be handled professionally.
It’s important to provide customers with the ability to contact the company at a time that’s convenient for them and through their preferred communication channels. This includes, for example, extended call center hours – such as 24/7 availability, presence on social media, phone support, online chats, and quick email responses.
Does evaluating customer service quality matter for achieving high-quality customer service?
Regular monitoring and evaluation of customer service quality is essential for continuous process improvement. Feedback on customer needs, analysis of satisfaction indicators reflecting the level of customer service, and internal audits help identify areas for improvement and implement corrective actions, such as introducing automation.
A customer service employee who responds quickly to a customer’s problem is perceived as professional, engaged, and trustworthy. Such an employee builds positive relationships and customer trust, increasing their satisfaction and loyalty to the company. It’s important to ensure an effective and fast response to customer issues – this can lead to positive recommendations and an improved company image in the market.
Characteristics of good customer service in eCommerce (and beyond)
Contact with customer service should be simple and intuitive – this increases the chances of customer satisfaction. The sales team’s role is not only to sell products and services but also to provide support to the customer at every stage of their shopping journey – this is why regular communication with customers is essential, as it helps better understand their needs and expectations.
Every salesperson should be properly trained to engage with customers and answer their questions. In today’s world, no company can afford to neglect customer service, as it directly impacts revenue.
It is important to invest in efficient and effective customer service centers that can meet customer demands. It’s crucial to remember that managing the customer service process is a complex task, encompassing all aspects of customer interaction. From the first contact to the finalization of the purchase and post-sale support – each phase is equally important. This also applies to non-sales conversations in the case of helplines supporting online stores. A high standard of customer service is an investment that brings tangible benefits, both in terms of customer satisfaction and the company’s revenue growth.