Connect and Engage

1. 24/7 Multinational Customer Engagement Centre

Uniquely operates state-of-the-art customer engagement centres that function round-the-clock, within diverse global markets across multiple time zones. This non-stop operation ensures that all customer queries are addressed promptly – regardless of geography, providing a totally seamless and accessible service experience. Our agents are skilled in cross-cultural communication, ensuring that every customer interaction is respectful, understanding and tailored to the specific nuances of different regions.

2. Adherence to ISO Standards

Our operations are rigorously aligned with the ISO 9001 model, a testament to our total commitment to quality management and consistent service delivery. This framework guides our processes, ensuring systematic and efficient handling of customer interactions, from initial contact to resolution. Regular audits help us maintain high standards and continually improve our service quality. We have recently added ISO2701:2013 (Compliance Information security management system) and ISO14001 (environmental management system) to our list of ISO accreditations.

3. Designing Customised Customer Journeys

We collaborate closely with our clients to meticulously design customer journeys that reflect their brand ethos and meet their specific goals. This involves mapping out each touchpoint in the customer journey, ensuring that interactions are intuitive, helpful and positive. By understanding the client’s brand and customer expectations, we create a journey that feels personal, engaging and rewarding.

4. Focus on First-Call Resolution and Customer Centricity

We prioritise first-call resolution, aiming to address customer queries and concerns in the most efficient manner during the initial interaction. This focus not only enhances customer satisfaction but also drives operational efficiency. Our customer-centric approach ensures that every decision and action is laser-focused on the customer needs and expectations, leading to boosted loyalty and more positive brand experiences.

5. Meaningful Performance Measurement

We employ a comprehensive performance measurement framework that includes Net Promoter Score (NPS), First Call Resolution (FCR) rate, Customer Satisfaction (CSAT) score, and Trustpilot ratings. These metrics provide a holistic view of our service effectiveness and customer satisfaction, allowing us to identify areas of excellence and opportunities for improvement.

6. Innovative Technology Integration

Embracing cutting-edge technology, we employ advanced tools and systems to enhance customer interaction and engagement. From AI-powered chatbots that provide immediate assistance to sophisticated CRM systems that offer personalised service, our technology integration is aimed at making each customer interaction as efficient, effective, and enjoyable as possible. We continually invest in new technologies to stay ahead of industry trends and offer our clients the best possible solutions.