Plugwork
Connect
Reimagine your customer journey and interact in innovative ways using our omnichannel 'Customer Experience as-a-Service' platform.
Seamless Omnichannel
Quickly manage inquiries through various channels.
Provide every customer with a VIP experience through contact center outsourcing.
- Help customers quickly access accurate information through voice, chat, self-service, email, video, social media, in-app, and messaging channels.
- Effortlessly transition between real-time and delayed conversations.
- Access flexible and empathetic agent teams to align with customer preferences and demand levels.
- Receive consistent support throughout the entire customer journey, including engagement, purchase, billing, customer care, repairs, and retention phases.
Timely Skills
Maintain the assets that contribute to loyalty.
Create a positive impact with knowledgeable employees.
- Improve the alignment of talent with customized job descriptions, recruiters, and HR technology specifically crafted to enhance the quality and speed of the hiring process.
- Utilize a top-performing training team for modular, digitally enhanced learning and growth.
- Retain employees by offering attractive rewards and recognition programs, emphasizing health and wellness, engaging in community activities, and providing clear value propositions to employees.
- Boost CSAT by harnessing the power of happy agents.
AI Agent Assistance
Empower your entire customer experience (CX) team with digital tools.
Provide your agents and managers with the power of data.
- Monitor important metrics using real-time, drill-down dashboards.
- Enhance agent productivity through automation and AI technologies.
- Optimize queues and call flows, CRM/ERP platforms, and scheduling and quality tool integrations.
- Deploy secure, enterprise-grade, cloud-based contact center technologies with a contact center outsourcing team that has a deep understanding of your customers.
Enhanced Operations
Improve the cost-effectiveness of customer care.
Implement operational strategies that deliver the highest return on investment (ROI).
- Allow our team of Workforce Management (WFM) specialists to handle forecasting, scheduling, and real-time analysis to reduce wait times and costs effectively.
- Achieve a successful balance in selecting a delivery location based on various factors.
- Take advantage of pricing models based on per Full-Time Equivalent (FTE), per interaction, or menu-based pricing.
- Reduce call volumes by transitioning from live-agent support to self-help options and addressing the root causes of customer dissatisfaction effectively.
Attentive Account Management
Plugwork, a Flexible Partner
Client and Customer Centric
- Interact with individuals at all levels to resolve issues effectively.
- Gain valuable insights from CX experts who have years of experience in the field.
- Remain fully engaged with your program, even from a distance of thousands of miles.
- Collaborate with our account leaders who are consistently available to elevate your brand.
CONTACT CENTER SOURCING
Create the omnichannel contact center of your dreams with Plugwork.
Get Started Today
Plugwork Contact Center Outsourcing supports large and midsize companies.
Flexible pricing based on your CX needs
INCLUDED
ADD-ONS
Custom Support for Enterprises
People
- Multi-skilled inbound agents
- Team lead(s)
- Operations manager
- Account director
- Quality assurance specialist(s)
- Recruiter(s)
- HR business partner(s)
- IT support specialist(s)
- Trainer(s)
Technology
- Staff computer equipment
- Voice, live-chat, email, social, in-app, and/or messaging channels
- Secure, remote access to systems
- Operational dashboards
Processes
- Onboarding processes
- Customer service training
- WFM services
- Quality assurance
- Continuous improvement
- KPIs, SLAs, targets
- Regular reports and QBRs
- Customer satisfaction / VoC
Optional Support
- Multilingual customer service
- Self-serve, chatbot, mail, or video channels
- Outbound agent follow up
- Back-office processing
Optional Technologies
- Intelligent IVR
- Cloud telephony
- CRM software
- Agent-assist and productivity tools
- Knowledge bases and wikis
- Cloud security
- Speech analytics
Optional Services
- Website and CMS optimization
- IT Experts-on-Demand
- ERP/proprietary system integrations
- Contact center transformation
Frequently Asked Questions
Where is Plugwork Registered?
Plugwork Direct BPO LLC is a US-registered company headquartered at 1207 Delaware Ave #1725, Wilmington, DE 19806. The operations are based in the Philippines, where Plugwork is also registered.
What types of reports does Plugwork offer?
We offer reports on a daily, weekly, monthly, and quarterly basis. Additionally, we provide clients with a comprehensive 360-degree analytics dashboard.
How does Plugwork ensure CSAT?
Ensuring agent engagement is crucial, and we proactively encourage employee satisfaction. We offer quality assurance, auditors, and Voice of Customer (VoC) experts.
Can Plugwork agents boost revenues?
Absolutely! We boost sales through campaign support, upselling/cross-selling initiatives, loyalty programs, strategic outbound calling, and field sales team assistance.
Do we need to provide any telephony or technology?
Plugwork is highly adaptable. We can provide such services within the company, client-owned, or hybrid IT/telephony infrastructure.
What is a typical program size?
Our contact center programs vary in size, ranging from 50 to 1,000+ agents. Additionally, we provide 0-agent, digital, self-serve customer experiences!
How do you ensure my brand and customer data remain secure?
Plugwork complies with legislation, has stringent security policies, and even offers security managed services for AI-enabled CXs.
How are Plugwork agents trained?
Training typically involves a combination of client-specific and Plugwork training. We provide training for new hires, on-the-job training, remediation, ongoing training, and for team leaders.