We offer a comprehensive suite of services to help your Business Grow

We have tuned our support services to help both startups and enterprises provide premium uninterrupted services while reducing costs and optimizing support workflow

Our approach

At Echelon, we follow a six-step process to ensure we meet our clients’ needs and exceed their expectations

01

Integration

Work on your project starts with analyzing your business, defining your project goals and KPIs, and developing a plan. We integrate with your existing systems and set up IT processes.

02

Hiring

We recruit agents according to the project’s requirements and objectives. Having offices in Ethiopia gives us access to a large talent pool and allows us to hire the best possible candidates.

03

Onboarding

To ensure maximum accuracy and quality of service, we introduce our team to your product or service specifics. Agents are trained in our own training center with highly qualified trainers.

04

Execution

The key purpose of the execution period is to set up project processes, create analytics, calibrate product knowledge and develop a unique approach to customers

05

Improvement

At this point, the team’s focus is on improving the critical project circuits, by analyzing the overall journey namely the time and quality of the CSAT response.

06

Result Analysis

With a plan drawn up to achieve the client s goals and with a trained team, a high-quality result is ensured.

  • Back-office Support

Summary

Our Back office support that extends your teams capabilities. 
Our back-office support efficiency enables companies focus on their core business functions

Capabilities
  • Quality Assurance
  • Inhouse training center
  • Recruitment
  • Regular reporting and analytics
  • Uninterrupted operations
  • IT setup and maintenance

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  • Customer Support

Summary

We help companies establish efficient contact centers to achieve positive and consistent customer experience

Capabilities
  • Omnichannel customer support
  • Customer retention
  • Technical support
  • Link Building
  • Traffic Monitoring
  • Competitive Analysis

  • Software Development

Summary

Our team is expert at providing efficient and secure development services for various business needs.

Capabilities
  • Custom Software
  • Marketing Automation
  • E-commerce Platforms
  • Web Apps
  • Mobile Apps
  • API Integrations

  • Content Creation

Summary

We streamline and improve Content Creation and Production for both startups and industry leaders.

Capabilities
  • Copywriting
  • Blog Posts
  • Photography
  • Video Production
  • Graphic Design
  • Campaigns

  • Business Process Outsourcing

Summary

Reinvent and simplify business operations with targeted      BPO services.

Capabilities
  • Backoffice Support
  • Non-customer-facing tasks
  • Data entry
  • Customer-related tasks
FAQ

Frequently Asked Questions

Here are some answers to the most common questions about our Services

Why companies outsource customer service?

Companies outsource customer service for several reasons:

1. Cost reduction: Outsourcing can be more cost-effective than maintaining an in-house team, especially for labor and infrastructure.
2. Focus on core business: Companies can concentrate on their primary business activities while experts handle customer service.
3. Scalability: Outsourcing provides flexibility to scale customer service operations up or down based on demand.
4. Access to expertise: Outsourced teams often have specialized skills and experience in customer service management.
5. Global coverage: It enables companies to offer customer support in multiple languages and across different time zones.

How to choose a customer support outsourcing company?

When choosing a customer support outsourcing company, start by clearly identifying your support needs, including the type of support, operational hours, and language requirements.

Research companies with a solid track record in your industry and assess their communication skills to ensure they can represent your brand effectively. Check their technology, infrastructure, training programs, and quality assurance processes.

It’s also important to review pricing, request references, consider a trial period to assess service quality and ensure the company can scale with your business. Selecting a partner that aligns with your expectations is crucial for maintaining high customer satisfaction and loyalty.

What are the best customer support outsourcing services?

Among the top customer support outsourcing services are:

1. Multichannel Customer Support Outsourcing: This service includes handling customer inquiries across various channels, ensuring a seamless and efficient customer service experience.

2. Technical Support Outsourcing: Specialized technical support services cater to businesses needing to offer their customers expert assistance with technical products or services. This includes troubleshooting, problem resolution, and guidance on using products or services effectively.

3. Business Process Outsourcing (BPO): This service goes beyond traditional customer support, encompassing a range of back-office tasks and processes to improve operational efficiency and reduce costs.

These services are crucial for businesses looking to provide exceptional customer service while managing costs and focusing on their core competencies. Echelon Outsourcing offers these top-tier outsourcing services, tailored to meet the specific needs of businesses aiming for high-quality customer support and operational excellence.

How much does it cost to outsource customer support?

The cost of outsourcing customer support depends on several factors, including the volume of customer requests your company receives daily, the number of support channels (e.g., email, phone, chat), the languages support is offered in, and whether the service is 24/7 or during specific business hours. Based on these criteria, we can calculate the cost and determine the necessary number of shared or dedicated agents for your team. To get a tailored quote for your project, please contact us for more details.

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