These days, customers use several channels to contact organisations. This contact occurs via telephone, e-mail, IM sites and post. As organisations acquire more customers, and offer more products and services via additional customer contact channels, the complexity of managing this customer contact increases. In these types of situations, a thorough customer contact strategy and the implementation of this strategy are crucial.

Unamic/HCN specialises in the efficient management of multi-channel customer contact. This guarantees clients that their customers will be assisted quickly, professionally and in a customer-friendly manner, and that they will receive a response to their e-mail or letter from experienced employees.

The quality of the customer contact has a direct effect on an organisation’s image. Customers contacting a company expect an immediate answer or solution. Unamic/HCN is very experienced in fielding incoming telephone and e-mail communications such as taking orders, responding to service questions and entering changes.

Flexible upscaling and downscaling

Telephone communications are often characterised by periodic peaks in traffic, and a cost-effective in-house contact center does not always have the capacity to handle any overflow in this traffic. After all, overflow situations are not a daily occurrence, and often arise for a clear reason, for example, during billing periods, or when publications or mailings are sent out.  Unamic/HCN has the extra necessary capacity at its disposal, and is flexible and fast in adapting staffing to meet any changes in needs. This guarantees clients that their availability for customers will always remain at the desired level.

Professional

The over 2,800 advisers employed at Unamic/HCN are ready to serve your customers in a pleasant, professional and service-oriented manner. Together with the client, Unamic/HCN chooses those employees who are the most suitable for the client’s organisation.