Inbound calls
Welcome callers, provide information, qualify requests and direct them according to your procedures.
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Your customers deserve
a team they can rely on.
Teams trained in your brand, supported day to day and working in your tools. We handle your customer service while you retain visibility over the operation.
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An extension of your customer service
One team. Your standards.
Your customers should recognise your tone, your answers and your level of care, whoever they speak to. We build the operation around trained people, identified supervision and shared ways of working.
Team leader included at no extra chargeWeekly & monthly reportingMultilingual support
OmyCare operational teams · Madagascar
A scope that fits your organisation
The right support on every channel.
After-sales support, an outsourced customer service function or extra capacity: we agree the requests covered, hours and escalation rules with you.
Outbound calls
Customer callbacks, case follow-up and campaigns agreed with your teams.
Emails & tickets
Handle enquiries and after-sales support, following conversations through to resolution.
Chat
Answer questions and support customers on the agreed channels.
Back-office
Update records, check information and complete follow-up tasks.
People and service culture
Your tone. Your products. The right judgement.
Our operational teams in Madagascar are supported in understanding your business and applying your customer service standards.
Training for your environment
Products, procedures, tools and frequent cases.
Supported development
Conversation feedback and shared good practice.
Clear escalation paths
Sensitive or out-of-scope requests reach the right person.
Speak your customers’ language.
FrenchEnglishSpanishGermanItalianPortugueseArabic
Language combinations, profiles and working hours are agreed for your requirements and selected operating model.
Supervision / Quality / Reporting
Delegate the work. Keep a clear view.
A team leader is included at no extra charge to connect the operational team with your contacts. Regular reviews turn activity into decisions.
A day-to-day team leader
Coordination, agent questions, priorities and escalation of blockers.
Quality in every interaction
Ticket reviews or call monitoring according to the agreed model, feedback to agents and updated instructions.
Reporting for decisions
Weekly reporting and monthly reviews covering activity, quality, difficulties and next actions.
- 01
Activity
Channel volumes, contact reasons and pending requests.
- 02
Quality
Adherence to instructions, cases to review and training needs.
- 03
Actions
Priorities, owners and points for the next review.
Metrics and review frequency are agreed at launch according to the data available in your tools.
Within your CX ecosystem
A team that joins your organisation.
We work in the tools and processes agreed with you: Zendesk, Aircall, CRM or your existing environment. Access, responsibilities and documentation are defined before launch.
If your tools need to evolve, our CX & Tech experts can work on a separate scope. Operating customer service and technical integration remain clearly defined services.
- 01
Your organisation
Standards, decisions and escalations.
- 02
OmyCare team leader
Coordination and quality follow-up.
- 03
Operational teams
Handling and following up requests.
A prepared start
From your needs to everyday operations.
- 01
Scope
Channels, languages, volumes, hours, responsibilities and quality criteria.
- 02
Prepare
Profiles, access, procedures, knowledge and training.
- 03
Launch
Start within the agreed scope, with close follow-up and adjustments.
- 04
Improve
Reporting, regular reviews, quality feedback and changes to the operating model.
Service commitments and collaboration arrangements are set out in the proposal before launch.
People beyond the process
A team spirit, every day.
Customer service is a human profession. Behind the conversations are colleagues who know one another, share questions and learn together.
Before we start
Your questions, answered.
Can we outsource only part of our customer service?
Yes. The scope can cover one channel, selected contact reasons or a part of after-sales support. We define responsibilities and handovers together.
Where are the operational teams based?
The outsourcing teams shown here are based in Madagascar. Training, supervision and reporting are agreed with you.
How do agents learn about our business?
Preparation covers procedures, products and tools. The team leader then supports questions, quality feedback and updates to instructions.
Which languages and hours are available?
French, English, Spanish, German, Italian, Portuguese and Arabic are among the languages available. Profiles, combinations, availability and hours are confirmed during scoping.
Can we keep our current tools?
Yes, subject to access and the capabilities of your environment. Any Zendesk or Aircall integration work is scoped separately.
How is the service priced?
The proposal reflects channels, volumes, languages, hours and the level of support, with an agreed scope, supervision and service commitments.
Your next step
Give your customer service the team it needs.
Your channels, languages, volumes and expectations: let’s define a service model that fits your business.
Talk to an expertAn initial conversation, with no obligation.