Customer Relationship Management - SouthWestern

By: Southwestern  05/12/2011

SouthWestern CRM offers an integrated approach to Customer Relationship Management and tailor solutions to meet each of our client’s unique requirements. We manage interactions by learning more about customers’ needs and behaviours in order to develop stronger relationships with them.

We have a proven track record in delivering cost savings and process improvements to clients. One of our large clients experienced a significant reduction in the abandonment rate of customer calls and a notable increase in First Call Resolution (FCR) when they switched to our service.

Why choose SouthWestern?

  • SouthWestern employs state-of-the-art technology and best practice processes to deliver excellence in customer services
  • We operate 24/7 voice and multimedia Customer Services supporting up to 8 languages
  • All our agents are FETAC Level 5 Customer Care certified
  • We have an in-house Knowledge and Learning Management System to enable agents gain certification in a wide range of skills
  • We have dedicated Relationship Account Managers for all our clients
  • We have a proven track record in delivering cost savings and process improvements to clients
  • We are accredited by the Contact Centre Association (CCA) and members of the Credit Services Association
  • We have a partnership approach to innovation
  • We were shortlisted for the CCMA Outsource Partner of the Year 2010 Award
  • We were shortlisted for the Customer Service Delivery of the Year 2010 Award

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