E-commerce expertise
Contact Center Outsourcing
For Europe and US-Based
Retail, SaaS, IoT & Travel
Retail, SaaS, IoT & Travel
24/7 global coverage
In 10+ languages
Up to 60% budget savings
96+% CSAT
100+ Clients From 20+ Countries Have Already Trusted us
Breaking the business mould
Companies, that are growing rapidly face an avalanche of requests from its customers. Clients contact them through all channels of communication and often after-hours. Requests are processed slowly or remain unanswered at all. And this leads to a decrease in customer satisfaction and loyalty.
They have to find, hire and train new customer service agents. Organize workspaces, and buy new equipment and software. All of this adds to your overhead.
But it’s not your future.
Scroll through and we’ll show you another… more efficient way
A Relieving Contact Center Outsourcing Experience
WOW24-7 provides top-rated customer support outsourcing services to finally let customer experience executives find peace in their work.
1
Agents Trained by World-Class Coaches
communicate with your tone-of-voice.
2
Up to 24/7/365 coverage
(incl. after hours, weekends & holidays) in 10+ languages.
(incl. after hours, weekends & holidays) in 10+ languages.
3
100% of communication channels covered: calls, emails, live chats, social media.
4
Multilevel (L0, L1, L2) contact center solution with delivery centers in Eastern Europe.
5
Fixed price with no costs of workplaces, equipment, software, recruitment and training.
6
Quality System ensures compliance with the indicators specified in the SLA.
We guarantee a high level of service even when your business scales rapidly.
A Promise Backed By Results
96% Satisfaction Score of Our Service. We’ll make sure that you’ll have the same rate.
Share your challenge with us and we'll develop a custom contact center outsourcing solution
Your Business - Your Rules
We don’t force you to change your business process or software.
Moreover, we use your CRM & ERP systems, and plug-in our teams to your business process seamlessly.
Then we constantly optimize.
We are experts in:
Contact center service provider to tackle:
Order-related issues
– Pre- / post-sales support
– Shipping and Tracking
– Cancellations & Returns
– Payments & Refunds
– Shipping and Tracking
– Cancellations & Returns
– Payments & Refunds
Usability issues
– Problems with log-in
– Navigation
– Add/remove features
– Modification of notifications
– Navigation
– Add/remove features
– Modification of notifications
Troubleshooting
– Refund issues
– Debt collection
– Systems set up
– Handling complex requests
– Debt collection
– Systems set up
– Handling complex requests
No customer comes to the contact center with good news! Right?!
We take care of all the negativity, dissatisfaction and your customer complaints for you.
So you don’t have to.
Our teams are trained to do this job with empathy.
As a result, your ranking improves on review websites, your office environment feels a lot better, CSAT goes up dramatically.
So you don’t have to.
Our teams are trained to do this job with empathy.
As a result, your ranking improves on review websites, your office environment feels a lot better, CSAT goes up dramatically.
Check out the benefits you get for your business with us:
1
The easiest way to scale up and scale down your contact center for seasonal spikes.
2
Up to 60% budget savings
compared to an in-house support team.
compared to an in-house support team.
3
Reducing the time for time-consuming and recurring tasks, such as refunds and returns.
4
Multilevel (L0, L1, L2) contact center solution with delivery centers in Eastern Europe.
5
Increase CSAT through 24/7 support in any communication channel and in any language.
And you will personally be able to:
1
Save time for more important and time-consuming tasks.
2
Have a direct communication with our Team Lead and team of agents anytime.
3
Remove yourself from the non-stop routine customer support process.
4
Have a calm state of mind due to solid results & trust sparkled by outsourcing the contact center.
5
Ability to have unlimited conversations with our Customer Success Manager and Delivery Manager.
6
Finally get some sleep and go on vacation.
Our Subscription Plans
You get a comprehensive solution, not just agents
SHARED BUNDLES
Your project is managed by an acting, trained, experienced and already formed team of 5-6 agents working on 2-5 projects simultaneously 24/7 in rotating shifts.
The optimal solution for companies with a small and average number of customer requests.
As a first response and triage service for Level 1 technical and customer support. A quick-start solution for any company size.
The optimal solution for companies with a small and average number of customer requests.
As a first response and triage service for Level 1 technical and customer support. A quick-start solution for any company size.
DEDICATED BUNDLES
Your project is managed by a dedicated agent, or a team, that works exclusively on your company project. Any language, any schedule, any project complexity.
The optimal solution for companies with medium to high volumes of customer requests.
As a Level 1 & 2 for tech and customer support when in-depth and specific knowledge of the product is needed.
The optimal solution for companies with medium to high volumes of customer requests.
As a Level 1 & 2 for tech and customer support when in-depth and specific knowledge of the product is needed.
6 stages to transform your contact center
Project
estimation
estimation
Onboarding
start
start
Recruitment
and hiring
and hiring
Training
QA check,
Pre-live
Pre-live
Team
goes live
goes live
Project
estimation
estimation
click next board
And see all content
1 – 8 hours
Estimation of the project complexity, recruitment time and training time of the team. Contract signing.
Onboarding
start
start
click next board
And see all content
1 – 5 days
Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base..
Recruitment
and hiring
and hiring
click next board
And see all content
0 – 3 weeks
We receive the requirements for the agent/specialist. We find, interview and test candidates. Send their CVs to the client for approval.
Training
click next board
And see all content
1 – 3 weeks
Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.
QA check,
Pre-live
Pre-live
click next board
And see all content
1 – 2 days
Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.
Team
goes live
goes live
click next board
And see all content
1 – 8 hours
The team starts performing operational tasks. The onboarding dept tracks performance for 1 month after going live to eliminate any flaws that may surface.
Project
estimation
estimation
Onboarding
start
start
Recruitment
and hiring
and hiring
Training
QA check,
Pre-live
Pre-live
Team
goes live
goes live
Project
estimation
estimation
click next board
And see all content
1 – 8 hours
Estimation of the project complexity, recruitment time and training time of the team. Contract signing.
Onboarding
start
start
click next board
And see all content
1 – 5 days
Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base..
Recruitment
and hiring
and hiring
click next board
And see all content
0 – 3 weeks
We receive the requirements for the agent/specialist. We find, interview and test candidates. Send their CVs to the client for approval.
Training
click next board
And see all content
1 – 3 weeks
Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.
QA check,
Pre-live
Pre-live
click next board
And see all content
1 – 2 days
Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.
Team
goes live
goes live
click next board
And see all content
1 – 8 hours
The team starts performing operational tasks. The onboarding dept tracks performance for 1 month after going live to eliminate any flaws that may surface.
In just 2–4 weeks,
the team of agents goes live.
the team of agents goes live.
Who we are
We have been providing customer support to our software engineering group of companies since 2008. In 2016 WOW24-7 became a spin-off providing customer support as a service to external cutting-edge technology & e-commerce clients.
Today, we focus on different industries united by the e-commerce market. These include Retail, SaaS, IoT and Travel in Europe and North America.
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Guarantees
Data Privacy & Security
We keep all data safe & secure
by following strict guidelines
GDPR, ISO27001, ISO9001, and PCI DSS (coming soon).
by following strict guidelines
GDPR, ISO27001, ISO9001, and PCI DSS (coming soon).
Get a service, pay after
From the first month in service you will be invoiced after the services are provided
(a 1-month deposit is required).
(a 1-month deposit is required).
No one-year contract requirement
A long-term partnership is built by providing an excellent service. That’s why our agreement can be cancelled anytime with short notice.
Quality System
We control the quality of communications and ensure compliance with the indicators specified in the SLA.
Standards for Contact Center
24/7/365
coverage
Stay connected with your customers around the clock, every day of the year, including night shifts, weekends and holidays.
Transparent Flexibility
We adapt to your business style, business processes, and data protection requirements, all while being under your control.
Customised recruitment
We recruit a team of agents who meet specific requirements in terms of language proficiency, product knowledge, and technical skills.
Full
availability
We handle customer requests across all communication channels and are fluent in 10+ languages to enhance your CSAT.
Consistent
excellence
We continually bring in cutting-edge experts to improve our agents’ emotional intelligence and ability to deal with difficult customers.
Reliable peace
of mind
Enhance the working environment within your team by delegating high-pressure tasks to a dynamic and empathetic outsourced team.
Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.
Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.
Your new outsourced customer service contact center can include
service #1
Call Center
Support Services
service #2
E-commerce Customer Support
service #3
Technical Support Services
service #4
Email Support Services
service #5
SaaS Customer Support
service #6
Virtual Assistance & Helpdesk
service #7
Live Chat Answering Services
service #8
Dedicated Support
service #9
Admin tasks & Back-Office
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Frequently asked questions
We completely understand your concerns. For a Shared Team, customers can meet the team members in advance. For a Dedicated Team/Agent, customers can participate in candidate interviews, select the CV, and approve the candidates before the project goes live.
Despite the fact that we provide customer support as a service, our agreement can be terminated at any time with short notice. We firmly believe that a long-term partnership is established by delivering excellent service and adding value, rather than through agreement terms and conditions.
Absolutely, yes! We love to talk to our customers. Every customer has access to a Team Lead, agents and a Customer Success Manager. Our CEO also talks to our customers occasionally to get feedback.
An experienced, industry-specific and well-managed contact center has business processes optimised to a high standard and does not need to be managed by a client. In some cases, the client requires the contact center to strictly follow the existing client’s business process. A customer-focused contact center will usually agree to follow the customer’s processes without hesitation.
The contact center management reports to the client on a regular basis, receives feedback and adjusts the business process as required. We recommend setting target KPIs in the service level agreement, such as time to first response, resolution time, quality and customer satisfaction metrics, and others. This will lead to data-driven decisions and faster improvements. We do not recommend managing the contact center per se, but monitoring the activities, reviewing the metrics and providing feedback to the Customer Support Team Lead, Customer Success Manager or someone else in a leadership position at the outsourced contact centre.
We recommend setting target KPIs in the service level agreement, such as:
- Customer satisfaction
- Customer Effort Score
- First Call Resolution
- Average Wait Time
- Interaction Quality
- Abandonment Rate
- Other metrics
Book a call and get your
contact center outsourcing consulting
contact center outsourcing consulting