Global Contact Centre

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Superior Customer Support on a Global Scale

Achieve operational efficiency with our Global Contact Center, staffed by highly trained agents who have an in-depth understanding of your brand value and products. With a customer-centric approach and focus on first-time resolution rather than call volume, our agents will build customer loyalty and drive cost savings by preserving or increasing sales and minimizing order cancellations and returns.

Using cloud technology, our contact centers are fully configured to serve the Americas, Europe, Middle East, Africa and Asia Pacific regions at convenient, local times and languages. Among our core services are:

  • Multi-level, tailored inbound and outbound support
  • Calls, emails, live chat and much more
  • Multi-language support
  • Phone order and shopping advice
  • Social media support

The ModusLink Advantage:

Always-On Global Support

Our cloud-based platform gives you business continuity assurance and your customers around-the-clock service with a higher level of quality than is available with regional or in-house systems.

Improved Brand Experience

Customers expect the best. We use intelligent routing and a choice of contact method — call, email or chat — combined with seamless multi-language support to connect your customers quickly and increase first-contact resolution. In fact, first contact resolution is over 90%, compared to the industry standard of 74%.

Data-Driven Analysis

With our cloud-based service model, you gain a global view of your customer contacts and trending issues to drive business decisions and improve long-term customer satisfaction.

A Complete, Integrated Solution

Our Contact Center operations are integrated with our complete services, offering an end-to-end e-commerce sales channel including web store development, Financial Management, Returns Management, QA monitoring (ISO 9001/2015 standard) and Entitlement Management.

Winner of  Gold Stevie® Award for ‘Front-Line Customer Service Team of the Year – Business Services Industries’