At Sagres, the customer is at the center of everything. We believe that excellent customer service is the foundation of any lasting relationship. Therefore, we have developed a personalized and proactive approach to Customer Care, based on active listening and a deep understanding of our customers' needs. We go beyond simple problem-solving: our goal is to anticipate requests and offer tailored solutions that exceed expectations. We collaborate closely with our clients (partners) to ensure maximum satisfaction for the end customer. We adopt your values as our own and offer a bespoke service, as if the customer were speaking directly with you.
Sagres guarantees us precise and punctual service, transferring Alperia's seriousness and values to the end customers as well
Our Contact Center is the beating heart of our Customer Care. Unlike traditional call centers, the Contact Center offers an omnichannel experience that allows customers to interact with us through their preferred channel: phone, email, chat, social media, or web portal. This flexibility allows us to assist customers more quickly and effectively, regardless of where they are. Furthermore, the Contact Center allows us to collect and analyze a large amount of data on customer interactions, enabling us to identify trends, improve our services, and further personalize the customer experience. Thanks to the Contact Center, we are able to offer continuous and complete support to our customers, 24 hours a day, 7 days a week.
How to manage leads by focusing on Customer Care
Sagres initiated a collaboration sector with Alperia in the scope of web lead generation, from chat management to the qualification of leads uploaded to the CRM.
At Sagres, we believe that the heart of our customer assistance is the relationship. In line with the principles of the Sagres Method, we offer a personalized and human approach, where every customer can count on a dedicated point of contact. Thanks to low staff turnover (<3%), the end customer can be sure of always speaking with the same person, avoiding having to repeat their request every time. This contributes to building a relationship of trust and deeply understanding your customers' needs, offering an increasingly tailored service.
Significant emphasis is placed on the operator's listening skills: this aspect is crucial because ineffective communication can lead to errors.
Our strength lies in continuous investment in our collaborators' training. A young, motivated, and qualified team, with an average age of 32 and 30% university graduates, capable of guaranteeing high-quality assistance. Thanks to constant training, our operators are always up to date on the latest developments and ready to find effective solutions for your customers' requests. This translates into a quick, precise, and personalized service, allowing you to save time and resolve your problems effectively.
The KPIs of a Contact Center: operator training Raffaele Grazioso, Head of Contact Center
The training offered by Sagres aims to improve operators' listening and communication skills, allowing for more efficient management of customer requests and maintaining high service standards.
Among the sectors most influenced by the advent of artificial intelligence (AI), Customer Care stands out. AI opens new frontiers to improve customer experience and optimize business processes. Thanks to predictive analysis, chatbots, and virtual assistants can predict customer needs and provide personalized responses in real time. Furthermore, the automation of many repetitive activities allows human operators to concentrate on more complex and value-added tasks. However, a balanced approach is fundamental—one that integrates AI with the empathy and flexibility typical of human interaction—to guarantee a complete and satisfying customer experience.
“Which company can risk failing miserably during one of the 'moments of truth' in its relationship with its customers?”
Despite rapid advances, in the relationship with the end customer, AI is not yet capable of replicating the complexity of human intelligence, especially in situations requiring empathy, intuition, and a deep understanding of language nuances and interpersonal relationships. Particularly when it comes to resolving specific individual problems, AI is not yet ready to replace a human operator seeking to solve a specific problem for another individual. The human approach, with its adaptability and personalization, remains irreplaceable.
Can ChatGPT replace contact centers and customer support services?
What differences exist between customer management conducted by a human operator and automatic management made possible thanks to the development of new artificial intelligence systems?
