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Outsourced
Customer Service

Our offshore solutions for
your inhouse needs

Our offshore solutions for your inhouse needs

Trusted by some of the fastest-growing companies around the world

Trusted by some of the fastest-growing
companies around the world

Customer service, user experience, customer satisfaction, and
customer support, all form elements of what businesses strive to provide

Customer service, user experience, customer satisfaction, and customer support, all form elements of what businesses strive to provide

GREAT CUSTOMER EXPERIENCE.

As customers buying habits have changed over the years and are no longer
simply defined by their method of purchase, it is therefore more imperative
than ever to provide an end to end customer experience that enables
customers to engage with your business the easiest way possible, 24/7.

The quality of your customer experience is what will set you apart from your
competitors. It helps define your brand identity and determines each
customer’s lifetime value.

At Quantanite we understand this, and this is why our agents immerse
themselves within your business to become a seamless extension of your
existing team.
See how we have assisted companies:

As customers buying habits have changed over the years and are no longer simply defined by their method of purchase, it is therefore more imperative than ever to provide an end to end customer experience that enables customers to engage with your business the easiest way possible, 24/7.

The quality of your customer experience is what will set you apart from your competitors. It helps define your brand identity and determines each customer’s lifetime value.

At Quantanite we understand this, and this is why our agents immerse themselves within your business to become a seamless extension of your existing team.See how we have assisted companies:

Seamless
extension

of your existing team

Quality
Customer
Service

The sheer volume shows how much of a help they were. The level of care stands out.
They are immersed within our teams and our culture, always asking questions
about how they can go above and beyond for our customers.”

The sheer volume shows how much of a help they were. The level of care stands out. They are immersed within our teams and our culture, always asking questions about how they can go above and beyond for our customers.”

– Gabor Gyenes, Head of Customer Support at JustPark

Multi-Channel Support

Whether you provide 1 or multiple channels for your customers to engage
with your customer service team, sometimes you can find yourself needing
to scale your support staff, or even provide a new channel as your
customer’s engagement behaviors change.

 

Over the years, the customer’s buying habits and support needs have
changed as the desire for flexibility, ease, and the demand for things
‘Now’
has increased. What was once predominantly an instore purchase is
now no longer the case, and now customers expect their inquiries to be
serviced the same way – Quick, efficiently, and with ease.

Whether you provide 1 or multiple channels for your customers to engage with your customer service team, sometimes you can find yourself needing to scale your support staff, or even provide a new channel as your customer’s engagement behaviors change.

 

Over the years, the customer’s buying habits and support needs have changed as the desire for flexibility, ease, and the demand for things ‘Now’ has increased. What was once predominantly an instore purchase is now no longer the case, and now customers expect their inquiries to be serviced the same way – Quick, efficiently, and with ease.

At Quantanite we can support you with this
by providing you with the following solutions:

Businesses offering a better customer experience,
earn 8% more than their key competitors”*

Businesses offering a better customer experience, earn 8% more than their key competitors”*

*Blake Morgan, Forbes

Digital Transformation

The spread of digital customer service channels, from email and chat to social media and IVR can provide organizations with significant benefits. If done well it boosts customer satisfaction by 45% whilst reducing contact center call volumes and generating savings of 25 to 30%. However, the complexity of multiple digital channels, increasingly demanding consumers, and the sheer volume of interactions can pose a major challenge to most companies. At Quantanite, we understand these challenges and enable businesses to offer multiple service solutions to their consumers through the latest technology.

Embracing digital transformation as a customer service is crucial for the success of every type of organization, not just DNVB (Digital Native Vertical Businesses). But it isn’t as simple as starting a Twitter handle or creating a Facebook page – it requires investment, leadership, and a specialist team if it is to improve the customer experience, reduce costs, and increased satisfaction, now and in the long-term future.

Why Quantanite should be

your preferred partner

As a human+ organisation that combines University educated staff with the best
in class technology, we have become the go-to provider for some of the
fastest-growing companies around the world.

Here are a few reasons why they chose us:

As a human+ organisation that combines University educated staff with the best in class technology, we have become the go-to provider for some of the fastest-growing companies around the world.

Here are a few reasons why they chose us:

Our staff are multi-lingual

Latest
Technologies

Expert
Management

University
Educated Agents

Full
transparency

Our Competitive Advantage

The 'Quantanite Family' and its Demand

Executive Level Attention and Agility

As a BPO Champion and Employer of Choice, we
attract and retain the top talent in the local areas.
We believe that our continual growth enriches your
business growth.

Flat organizational structure allows extensive,
direct executive involvement

As a BPO Champion and Employer of Choice, we attract and retain the top talent in the local areas. We believe that our continual growth enriches your business growth.

Flat organizational structure allows extensive, direct executive involvement

Strategic Value

Multi-lingual Omni-channel methodology

Experts in growing tech startups and other
Digitally Native Vertical Businesses (DNVB)

Multi-lingual agents who are fluent in both the
spoken and written language formats.

Experts in growing tech startups and other Digitally Native Vertical Businesses (DNVB)

Multi-lingual agents who are fluent in both the spoken and written language formats.

Continuous Insight and customer
engagement optimisation

Multiple touch-points, services, and solutions
for your bespoke requirements

Continuous Insight and customer engagement optimisation

Multiple touch-points, services, and solutions for your bespoke requirements

Human + Tech methodology

Optimization through Technology

Natural voice IVR

Inhouse RPA support maintenance

AI conversational chatbots

Why South Africa

South Africa is one of the most favored outsourcing destinations and with good reason. The
country’s central location has enabled businesses to provide 24/7 customer service to its
customers, its ability to offer a steady stream of first language English, hard-working, highly
educated employees is why businesses now make this there outsourced location of choice.

Whilst English is the de facto language of business and government, South Africa offers a rich
cultural and linguistic diversity. Our multilingual staff has native or near-native abilities in Dutch,
German, French, and Italian, with a neutral accent and an innate cultural affinity with customers,
especially those in the UK and US with whom they share many cultural references.

South Africa is one of the most favored outsourcing destinations and with good reason. The country’s central location has enabled businesses to provide 24/7 customer service to its customers, its ability to offer a steady stream of first language English, hard-working, highly educated employees is why businesses now make this there outsourced location of choice.

Whilst English is the de facto language of business and government, South Africa offers a rich cultural and linguistic diversity. Our multilingual staff has native or near-native abilities in Dutch, German, French, and Italian, with a neutral accent and an innate cultural affinity with customers, especially those in the UK and US with whom they share many cultural references.

Skills availability

Thanks to a university system that rivals that of the UK, over 2 million South Africans hold a degree
or diploma. The high standard of degree-level education and readily available, specialized training,
delivers a steady stream of top-quality labor allowing for a higher level of BPO services to be
delivered.

Thanks to a university system that rivals that of the UK, over 2 million South Africans hold a degree or diploma. The high standard of degree-level education and readily available, specialized training, delivers a steady stream of top-quality labor allowing for a higher level of BPO services to be delivered.

Main
Benefits

Customer Support
Solutions offered

30-40%cost saving when compared to LATAM

Phone (Outbound & Inbound)

50-60% cost saving when compared to the US

Online Chat

University Educated

Text (SMS & WhatsApp)

Fluent English speaking

Social Media

US/UK Cultural fit

Email

Alternative nearshore offshore destination

Self-service (IVR)

High CSAT scores

Sales Support, Tech Support,
After Sales Care, Enquiry Handling

Favored time zone (24/7 Support)

Industry low attrition rate

Why Bangladesh

Over the last few years, Bangladesh has gained worldwide attention as a leading destination for
tech-enabled customer service. Thanks to its helpful, technically adept workforce and robust IT
infrastructure, Bangladesh has become one of the fastest-growing and global economies.

With our teams of professionals situated in Dhaka, we are able to work with some of the biggest
and fastest-growing companies in the world. This strategic location provides both the
University-educated staff required to provide the level of quality that we expect and you demand,
but also the technological infrastructure to support all your digital support services 24/7.

Over the last few years, Bangladesh has gained worldwide attention as a leading destination for tech-enabled customer service. Thanks to its helpful, technically adept workforce and robust IT infrastructure, Bangladesh has become one of the fastest-growing and global economies.

With our teams of professionals situated in Dhaka, we are able to work with some of the biggest and fastest-growing companies in the world. This strategic location provides both the University-educated staff required to provide the level of quality that we expect and you demand, but also the technological infrastructure to support all your digital support services 24/7.

Main
Benefits

Customer Support
Solutions offered

20-30% cost saving when compared to India

Chat

50-60% cost saving when compared to the Philippines

Text

University Educated

Social Media

Skill Availability

Email

Favored time zone

Sales Support, Tech Support,
After Sales Care, Enquiry Handling

24/7 Support

Low churn rate (Less than 10%)

Pushing the boundaries of success

We believe in the principles of continuous training, high-quality assurance, core values, and a methodology that enables us to promote our staff within. These values and methodology enable us as your partner of choice to offer a best in class service to your customers and additionally enable us to maintain a low churn rate that rivals our competition.

Our pathway to employee success goes through six simple stages of hiring to succeed, preparing to succeed, providing meaningful support, continual development, clear career directions, and a positive working environment.

At Quantanite we devote ourselves to embedding each of our core values into our company culture so that it is truly ingrained into everything we do. Whether it is the hiring and onboarding of new staff, engaging with new businesses, or representing you as a brand, our core values of Accountability, Growth, service, and Entrepreneurship are what make us who we are, and how we are different from the rest.

Core Values

Whilst our core values are one of the reasons brands switch their customer services to us, our methodology to onboarding and training, coupled with our Quality Assurance and feedback loops is the main reason businesses partner with us for the long-term. These processes enable us to immerse our staff into your company and become a true extension of your existing teams.

Onboarding Process

When onboarding new staff for any campaign, we use the following methodology with our clients to ensure we employ only the best people into your teams.

Development & Quality Assurance

Our staff’s continuous training and development are what enable Quantanite to assist you in your continual growth and optimized customer engagement. With our
continuous training and feedback methodology, we are able to ensure that our staff provides a tailored and optimized customer service experience that you strive for.

In conjunction with our collaborative in-house training, our QA methodology provides a working model that enables us to raise the bar on what should be achieved by
an outsourcing partner.

Our staff’s continuous training and development are what enable Quantanite to assist you in your continual growth and optimized customer engagement. With our continuous training and feedback methodology, we are able to ensure that our staff provides a tailored and optimized customer service experience that you strive for.

In conjunction with our collaborative in-house training, our QA methodology provides a working model that enables us to raise the bar on what should be achieved by an outsourcing partner.

Training

New members are enrolled into the google classroom to train for the
assignment. They receive an orientation of the academy and walk through
the training materials; guidelines, video tutorial, example images over a
planned and scheduled period of one or two week with periodic Q&A
sessions and Quizzes.

New members are enrolled into the google classroom to train for the assignment. They receive an orientation of the academy and walk through the training materials; guidelines, video tutorial, example images over a planned and scheduled period of one or two week with periodic Q&A sessions and Quizzes.

On-going Development

Once new members are trained and deployed to assignments, they are
re-trained and coached to improve their professional growth and delivery.
We now use the google classroom to conduct training sessions, quizzes,
workshops and Q&A sessions in frequent intervals to ensure everyone is
aligned and continuously improving.

Once new members are trained and deployed to assignments, they are re-trained and coached to improve their professional growth and delivery. We now use the google classroom to conduct training sessions, quizzes, workshops and Q&A sessions in frequent intervals to ensure everyone is aligned and continuously improving.

Feedback Loop

Quality Assurance

We believe our partners deserve the best in class quality which
is why the goal for us is simple – champion the last 2% of the quality score!

We believe our partners deserve the best in class quality which is why the goal for us is simple – champion the last 2% of the quality score!

Quality/Compliance

At Quantanite, our quality management
philosophy consists of three key principles:

• Engaged advisors and Management,
• Premiere Customer Experience,
• Brand Awareness.

At Quantanite, our quality management philosophy consists of three key principles:

• Engaged advisors and Management,
• Premiere Customer Experience,
• Brand Awareness.

QA Framework

Our QMS framework offers three tailored models, so you can choose
the one(s) best placed to drive improvements at your organization.

• Volume Sampling
• Multi-Tier Model
• Sentiment Analysis

Our QMS framework offers three tailored models, so you can choose the one(s) best placed to drive improvements at your organization.

• Volume Sampling
• Multi-Tier Model
• Sentiment Analysis

Quality Assurance

• HIgh quality coaching and best practices
• Ongoing feedback sessions
• Joint monitoring sessions

QA Methodology

• We gather data and implement technology and process changes
• We partner with you to roll out feedback loops
• We do ongoing training to enhance focus areas

Latest Whitepaper

Customer Support

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