Build the next-generation Customer Engagement
- Co-develop Customer Service & Sales strategies that empower the best moments and actions
- Leverage our Out of the Box Contact Centre in a matter of weeks, complete with teams, SLA’s, and advanced technologies
- Whether from Australia or with our global teams, create and manage the right mix of people at the right cost
- Leverage our technology partnerships to elevate your customer and employee experiences with true omnichannel experiences
- Drive customer loyalty, profitability, and team efficiency
SERVE WITH PURPOSE
Whether you're a small local business or a global multinational, we'll solve your Contact Centre challenges.
We help businesses build their support contact centre from scratch or augment existing ones. Whether your customers want live interactions or find solutions on their own, we can help you design, implement, and manage a flexible contact centre that keeps customers happy.
CX & Digital Consulting
Bridge Customer Experience strategies and great performance
Self-service support enablement
- Community Forums
- Service Desks
Customer & Business operations
- Custom Operations
Sales & Support solutions
- Specialist Support Teams for voice, live chat, or email
- 24/7 Omnichannel Customer Sales and Service Support
- Technical Support for complex digital platforms
Here's what you get - impressive, isn't it?
Transform your relationship with your customer with a modern Customer Engagement Centre (CEC)
Modern customer engagement has never been this easy. Turn enquiries into sales & service calls and into brand ambassadors. We’ve embedded global teams, leading-edge CX processes and modern technologies to help you provide the best service to your customers.
Enjoy a 24/7 Omnichannel Customer Engagement Team
No matter when or where, turn customer service into sales opportunities with your agents as culturally aligned brand champions. Assist your customers on the channels they use, whether they’re on Livechat, WhatsApp, Messenger, or even SMS.
Save on costs with our Groworx Home global teams
By utilising work from home teams in Australia and the Philippines, enjoy modern customer engagement and operational services for a fraction of the cost of traditional teams.
Forget the hassle of choosing the latest technologies
Our technology teams are the best in the business. We utilize the latest cloud-first, advanced CX platforms and integrate them into our Customer Engagement Centre solutions so you can convert that sale and serve your customers like a pro.
Help your customer serve themselves
We embed and manage self-service technology like Chatbots, FAQs and Knowledge Base to speed up resolution times so that your team can serve new customers.
Give your customers predictable service with SLAs
We craft Service Level Agreements (SLAs) with you that meet your Customer Experience and business objectives. From Net Promoter Score (NPS), Customer Satisfaction (CSAT), sales conversion, as well as First Call Resolution (FCR) and Average handling times, it’s all available on your very own business dashboard. That’s peace of mind for you and your customers.
Set up your remote Customer Engagement Centre within 30 days
Agile ways of working, advanced technology programs and remote teams mean your contact centre can start running in a matter of weeks.
Have the business flexibility with no long term contracts
For as little as three months, you can spin up a team for a short term sales & support campaign, bringing much-needed flexibility into your business planning.
Have peace of mind with modern, secure infrastructure
Our cloud-first platforms have been assessed and approved by the largest multinational corporations using our services. Protecting our customers’ personal data and intellectual property, and their consumer and corporate products is a core value. These platforms give your business nimble, future-ready business capabilities that can grow as your businesses grow.
Avoid customer frustration with an integrated single customer view
Let us integrate your Customer Engagement Centre with your systems to provide a speedy and seamless experience at a lower cost. Our expert technology teams will rapidly design and build a modern integration solution.
Don’t worry about training and managing high performing team
Our people leaders, QA and technology platforms are designed to identify and improve quality during every step of the value delivery. We even have sales training veterans who will train your team on the latest sales and services approaches. We just call this approach Fitness Forever.
How can we do all this for you?
Just ask some of our clients
High-speed Internet with highly-secured systems and round-the-clock IT support ensures constant connectivity.
Video First and Modern Tools
Our teams are Video First. This means our teams are trained to use modern agile tools like Slack, Trello, Zoom, Jira and Miro. This allows us to work remotely while delivering efficient and excellent work to you and your clients.
Agile Ways of Working
Whether your teams are spread across different suburbs or different countries, our ways of working balance discipline and creativity in order to maintain a high-performing work culture that keeps people engaged. With maximised efficiency, the Global Team can get the job done - anywhere, anytime
We relentlessly drive the implementation of ongoing immersive collaboration into processes and tools to deliver on business agendas
We can build your contact centre anywhere in the world
- Envision and map the journey and moments of desire that run through your product or service offering and link that to the Contact Centre program
- Provide presence when customers need information - whether assisted or self-service
- Integrate customer data from multiple touchpoints to align teams and provide a seamless experience
- Optimise your CX budget with modern global outsourcing
- Make support easy and fun for teams with modern technologies and ways of working approaches
So how can you deliver
Great Customer Sales and Support?
- Lack of definition of the customer journey and the key moments you want to create or how to create them
- Broken customer experience with no cross channel communication or integration with customer data
- The high cost of running a fully featured Contact Centre
- Your people just aren't doing it for you
Why do you need us?
For times people can’t go to the office due to crises or other circumstances, our teams are still ready to help.
Groworx Home is a revolutionary way of working that enables organisations to continue their contact centre and technology operations regardless of location.
We equip our remote teams with everything - from hardware to software, so that they can provide remote services from anywhere in the world. Rolling out a remote team is quick, easy and secure because we set up the necessary configurations to ensure information security.
We ensure business continuity with our remote, global teams
Operate seamlessly with sophisticated
- Implement Customer Experience, Contact Centre, and Technology roadmaps
- Define the underpinning processes to deliver on the agreed strategy
- Set Service Level Agreements that our Groworx Home solution will deliver for your business
- Develop Desktop Procedures (DTP) and Business Continuity Plans (BCP) to ensure constant improvement and operational reliability
Train sales and support teams in
- Instil accountability through regular reporting and tools
- Develop your sales and supports representatives through our 4Poles (4P) benefits program that covers all aspects of an employee's well-being
Enable and implement modern technology solutions
- Cloud-first technologies underpin our out-of-the-box contact centre solutions
- Integrate advanced contact centre platforms like Computer Telephony Information (CTI) and Omnichannel Service Desks into your backend systems for a 360-degree customer experience
- Tailor INFOSEC and OPSEC plans to meet your particular requirements
Amplify sales and marketing efforts
- Identify valuable marketing segments and define a strategy based on them
- Develop sales collateral, from concept to execution
- Train teams so that they better understand your products and services