We use an integrated platform that combines intuitive user interfaces with artificial intelligence technology. This allows our agents to have access to detailed information about the customer’s history, preferences and previous problems, enabling a more assertive and personalized service. The platform also supports communication across multiple channels, including voice, text, and video, ensuring customers can choose the mode of communication they prefer.

The service process begins as soon as the customer contacts us through our website. An automated triage system assesses the urgency and nature of the query, directing the customer to the most appropriate agent. Each agent has access to dynamic scripts and an updated knowledge base, which are continually refined based on customer feedback and trends observed in customer service.

All agents undergo a rigorous training program that includes communication techniques, crisis management and familiarization with the teleservice platform. Training is regularly updated to include new tools and methods, ensuring our team is always prepared to respond efficiently and empathetically.