OUR SERVICES
Providing high-quality Australian-based Contact Centre services and working with some of the largest national organisations and governments across Australia, we are confident our team can meet the demands of any industry.
Scalability and flexibility
24/7 Contact Solutions has a proven track record of handling hundreds of thousands of calls from all corners of Australia and overseas, aiding the Australian public through the Pandemic response.
We provide professional and up-to-date information from travel restrictions, disaster payments, medical assistance and support services. Rapidly evolving environments require our team to be continually up-to-date on changes and compliance hour-to-hour in a high-paced environment. Our team’s expertise and experience in navigating the complex state-based and national services enables us to provide the best services during periods of high stress and increased uncertainty.
As part of our service, we can take thousands of daily calls while acting as interpreters of new information released the same day.
Our essential role in aiding the public every step of the way through the pandemic earned us a reputation for attention to detail, exceptional customer service and a can-do attitude. We helped shape the space and provide resources for other organisations in their Pandemic response.
Creating Bespoke Campaigns
Working with 24/7 Contact Solutions offers a fantastic opportunity to quantify the risk required to set up new services and expand current operations within organisations. We recognise that every organisation comes with its’ own individual challenges, which is why we create bespoke solutions to ensure we meet every business requirement.
We understand the delicate relationship between your organisation’s reputation and the challenges outsourcing can provide. Our success and track record in working as a BPO vendor on small, large and challenging campaigns enables us to exceed your organisational requirements.
At 24/7 Contact Solutions we make a commitment to further your business aims and goals.
Solutions for diverse industries
Using 24/7 Contact Solutions for Australian onshore outsourcing we provide cost-effective, qualified and experienced contact centre services for short-term and long-term campaigns. With a highly adaptable workforce, we specialise in supporting clients who require service with minimal notice, from a crisis or natural disaster to a sudden surge in call centre requirements for any reason. We provide an agile and reliable workforce that has a broad skill base and includes: agents, team leaders, assessors, case managers, coordinators, auditors, educators/trainers.
Capability and performace
Our team has experience in working across multiple Contact Centre platforms including Inbound and Outbound calls, SMS, Webchat, Emails. Whatever channel you use you can be confident we create value at every touchpoint.
INBOUND CALLS
We utilise our vastly experienced inbound agents, managers and assessors to provide the best possible service, ensuring every interaction is a positive and constructive one. Inbound call services represent the beating heart of contact centres and provide customers with the irreplicable problem-solving capabilities of another human being.
As a result of our wealth of experience in aiding all types of inbound callers, ranging from travel enquiries to healthcare assessments and policy updates we are exceptionally well placed to deal with a diverse range of inbound call services.
OUTBOUND CALLS
24/7 Contact Solutions have run successful campaigns utilising interpreting services and relay technology to aid those who may be hearing impaired or be speakers of languages other than English. From outbound surveys to follow-up case management calls for your most vulnerable callers, we ensure you utilise outbound services to your advantage.
A friendly voice with a caring tone goes a long way to ensuring the service we provide on your behalf is thankfully received, all while ensuring the best in customer experience.
SMS & MESSAGING
Increasingly the preference of consumers is to use alternative messaging platforms to the traditional call centre environment. We understand that these are the tools of the modern world, and getting to grips with the rapidly improving technology is essential to your customer service toolkit.
Utilising more than one contact method gives your customers choice and flexibility, making the best use of your agent’s time and maintaining customer satisfaction by minimising those frustrating call centre hold experiences.
WEB CHAT & EMAIL
Web chat and email services can provide vital support and have the capacity to deliver fast and efficient responses by expanding the services your contact centre utilises. Improve overall customer experience by catering to the diversifying needs of your valuable customers.
Going one step further and offering 24 hours a day, 7 days a week email and webchat exemplifies the importance you place on customer satisfaction.
SURVEYS & DATA ANALYTICS
Data is the language of the modern world. Harnessing the power of your data information through surveys and data analytics has never been more critical.
At 24/7 Contact Solutions, our teams specialise in tracking and interpreting data to find trends and help you make complex decisions based on quantitative methods.
BACK OFFICE
While back-office work is usually not a topic to get quickly excited about we believe it is essential to ensuring success in your business endeavours.
At 24/7 Contact Solutions, we are passionate about providing the best back-office operations, allowing the attention of your organisation to focus on your goals and objectives.
our areas of expertise
We are proud to have established ourselves as the go-to team for end-to-end assessments and case management across a range of national organisations and governments across Australia.
As our name suggests our services are available 24 hours a day, seven days a week
That’s the 24/7 Contact Solutions difference.