Multi-Channel Contact Center

Multi-Channel Contact Center

Great customer experiences by voice, email, web chat, and social media

Whether placing an order, seeking help with a product or service, or sharing their experience with others, customers connect with your business through multiple channels.

At WT International, one of the industry’s leading call center outsourcing companies, our agents understand the importance of customer relationship management and are trained to expertly represent your brand at any point of contact, including phone, email, web chat, and social media.

At our call center outsourcing locations on the U.S.–Mexico border, we have experienced bilingual representatives available to support your customers in accent-neutral English and Spanish by voice or electronic communication.

Inbound and Outbound Calls: Our recent consumer surveys indicate customers often prefer to speak to a “real person” if they need help with a complicated inquiry, or if it’s a time-sensitive issue and they don’t want to wait for a response by email or social media.

Call center outsourcing allows your organization to work with a team of professionals that are there to assist your customers with any questions they have when help is needed most. Our agents are trained to professionally and compassionately represent your brand by voice for inbound calls for customer assistance, as well as outbound calls for sales, collections, follow-up inquiries, and other customer-relationship services.

And if a customer would like to speak to an agent but doesn’t want to wait in a queue? Our contact center software platform allows customers to schedule a callback or receive a callback when they reach the front of the “virtual queue.”

Email Customer Support: Many on-the-go customers prefer the convenience of email when reaching out to businesses. Call center outsourcing companies make it easy to have a team in place that will answer inquiries that are sent to your inbox. Through email and other written communication channels, our agents are trained to be exceptional representatives of your business, with a professional and compassionate touch that builds strong brand loyalty. With much of our workforce located on the U.S.–Mexico border, we have bilingual agents who can deliver outstanding support in both written English and Spanish.

Live Web Chat Customer Support: Our multichannel contact center software platform supports web chat for your business. Web chat is a perfect channel for helping and educating customers as they interact with your website and assisting them if they have any issues with online ordering and check-out. Our agents also understand how a helpful web chat experience can result in increased sales, return business, and word-of-mouth recommendations. Instant communication via web chat helps visitors find what they need quickly and conveniently, leading to higher levels of overall customer satisfaction.

Social Media Customer Response and Support: Our contact center software platform includes an intelligent social media management tool that automatically monitors social media conversations for opportunities, complaints, and compliments related to your business. Our call center outsourcing agents are trained to respond proactively to social media notifications, helping you engage in conversation with followers, resolve problems before they become headaches, and turn opportunities into sales.