Where heritage meets customer satisfaction
The customer experience you offer to your customers is an extension and reflection of your brand.
We work in partnership with you to create a bespoke customer experience that retains your company's core business principles, service quality, and corporate identity.
We are established world leaders in the delivery of international outsourced customer experience to the highly competitive interactive entertainment and media industries. Our customer experience heritage goes back over 20 years in these fast-paced, ever-changing markets, demanding constant and advanced levels of flexibility, responsiveness and vision. We now provide our unique foresight and global insights to new clients in major industries worldwide.
Our agents love what they do, and as such, they go above and beyond at every interaction. How do we know this is working? Our Customer Satisfaction scores are consistently and significantly above industry average, reflecting our client commitment.
We operate a follow-the-sun customer experience model across a global footprint on three continents in over 30 languages. This includes our unique ability to scale our operations across team sizes, language ranges, and product specializations, at very short notice, and in multiple locations.
Our customer support technology, network and infrastructure is underpinned by the latest cloud and collaboration platforms. Agents are scheduled, deployed and available to our clients' customers, irrespective of time zone, geography or language.
We hold ourselves to exacting standards, and measure our performance using key performance indicators that include First Contact Resolution (FCR), Customer Satisfaction (CSAT), Average Handle Time (AHT), Average Speed of Answer (ASA), and Net Promoter Score (NPS). At every interaction, we give you the best chance to win.
"Kaizen" - the Japanese approach to the methodology of continuous improvement - is deeply ingrained in our company culture, our Japanese heritage, and our business DNA.
This is how Pole To Win gives you the best chance to win:
Call Center Solutions
We have a proven track record providing multichannel support across voice, chat, email, social, video and beyond, which we offer to customers of our existing clients through a "white label", branded customer experience model. Our team live and breathe your brand and offer the knowledge and service your customers expect. We are your voice.
With a gaming heritage stretching across two decades for the biggest international names and releases in the industry, our technical support and global reach is second to none. We offer enduring resolutions to every customer challenge.
Customized technical support extends from basic customer service to advanced developer-related needs. We specialize in providing a comprehensive range of solutions to every technical support scenario.
Whether you are looking for some customer insights, want to map and transform a customer journey, or introduce a new channel or process, our Business Excellence team is on hand. They are at the forefront of contact center innovation. They give fresh perspectives on pain points whilst providing innovative solutions that have a positive impact on your business performance.
|Multichannel & Multilingual
||Insights||Multichannel Contact Distribution|
||Business Excellence Analysts||Multichannel CRM|
||Management Information||Workforce Management Platforms|
||Quality Management||Work from Home Advisor Network|
||Workforce Management||Social & Forum Monitoring|
||Training & Development||Static & Proactive Web-Chat|
|Back Office Functions|