CX Solutions in Pakistan
to Elevate Customer
Experience.
Contact Us
Outsource your CX services
to Pakistan from anywhere
in the world
You can hire a specialist for a day, on an hourly basis, or keep them full-time for months-long projects.
Voice Support
We have 4 non-negotiable parameters for all CX agents - clarity, communication, technical literacy, and a can-do attitude. These pillars have won Ibex several awards over the years and, more importantly, fulfilled our client’s expectations.
Email Support
Despite the popularity of social media communication and e-commerce, Email is still the most frequently used platform for business communication. Ibex has developed several Email ticketing systems that you can choose from.
Chat support
Depending on the size of your business and your industry, you may not need voice support. However, customers still need a platform to contact company experts for their peace of mind.
Technical Support
We train all our professionals in standard industry practices and the latest technical solutions so your customer can access that information in the smoothest way possible. Our agents make sure the customers are using your products in the way you intend, and educate your customer base on the full capabilities of your service.
Back Office
Our dedicated back-office team makes sure all the moving parts in your organization work in harmony. There’s a ton of regulatory frameworks and industry standards that we can take off your plate and free up your focus. Our programs use analytics to identify trends in operational efficiency, manage billing, streamline logistics, and process customer requests.
Telesales
No matter what industry you’re in, there’s no business without sales. When a business wants to grow, the first step is increasing their revenue and Ibex has a host of services for customer acquisition. Our specialists generate leads from industry-specific platforms, pitch your products on a variety of platforms, and convert leads to sales.
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With over 350 engineers and expertise in over 20 programming languages, we’re confident our
IT staff augmentation services can connect you to the ideal developer for your projects.
Why work with us?
Why Work with
ibex Pakistan
We leverage innovative technology to deliver game-changing
solutions that drive meaningful business impact.
We’re better equipped
Our CX centers have state-of-the-art network capabilities and are purpose-built for each project. We’ve spent decades fine-tuning our processes
We’re selective
Ibex has developed a market competitive employee experience to attract the most competent CX agents in all of our 34 delivery locations.
Customer’s trust us
The core of any CX strategy is trust - customers need to trust the brand and trust the voice they hear over the phone.
We focus on retention
As difficult as acquiring a customer can be in today’s market, it’s even harder to retain that individual and increase their lifetime value.
Our Process
Save Time, Create Value with
Our CX Services in Pakistan
Our years of experience have allowed us to perfect our development resources. The
stronger our communication is off the bat, the clearer your product journey will be.
Free Consultation
We encourage all businesses to book a free consultation, even if they don’t have a project in mind. Our team leads take a look at your company, your industry, and the project outline to provide a direct estimation of how we can help you, and the best approach you can take to hit your target KPIs.
Discovery
Before we pick up any calls, our teams do a comprehensive analysis of your company, your products, the industry and your competition, and your customer base to understand exactly what you need. Once that’s established, we analyze common complaints and FAQs to form a response portfolio for your dedicated CX agents.
Assembly and training
Our teams are optimized according to your project parameters, especially when it comes to security compliance. Our agents are trained on the best simulators and do extensive research before we put them on the line. Our team will work with you to create an accurate priority list, response script, and gather any additional information you want your customers to get.
Analytics
One of our hidden superpowers is our data analytics departments. They work silently in the background, gathering data from recurring complaints and customer requests. We use this data to optimize our own processes, and create comprehensive reports for all our clients. These insights are invaluable for product development, launch strategy, and customer recommendations.
Our Testimonials
What our clients
think about our work
We are empowering businesses in Pakistan with
innovative digital solutions.
National Foods
Work with diverse teams of developers, project
managers, consultants, and marketers to develop a
budget that fits your needs. We develop the strategy,
present a cost, and execute the project. .svg)
National Foods
Work with diverse teams of developers, project
managers, consultants, and marketers to develop a
budget that fits your needs. We develop the strategy,
present a cost, and execute the project.
FREQUENTLY ASKED QUESTIONS
Got any Questions?
We got you covered
Do you offer 24/7 support or after-hours options?
We understand that customer service doesn't stop at 5pm. We offer a variety of support options to fit your business needs, including 24/7 availability, extended hours, and weekend support.
What is your disaster recovery plan in case of service disruption?
Our comprehensive disaster recovery plan includes data backups, built-in redundancies, and alternate service locations to minimize disruptions in case of unforeseen circumstances.
What are your security protocols for customer and company data?
Data security is paramount. We employ robust security protocols, including data encryption, access controls, and regular audits to safeguard your customer information. Depending on the industry and service location, we have several compliance certifications we can detail during our first meeting.
What specific CX and customer service solutions do you offer?
Our suite of CX and customer service solutions includes voice support, chat support, email support, technical support, back office services, telesales, and content moderation.
What happens if I need to scale my service needs up or down?
We have a well-oiled recruitment machine in all of our service locations to ensure we can keep up with your growth. All of our solutions and strategies are designed to be scalable and have the room to accommodate all of your evolving needs.
What technology and tools do you use to manage customer interactions?
We use cutting-edge, cloud-based platforms that seamlessly integrate with your CRM. Our goal is to provide real-time guidance for agents, eliminate data silos for streamlined workflows, and empower data-driven decision making. We give agents access to our knowledge base to ensure consistent, accurate service, while call recording allows for quality assurance and continuous improvement.
How do you measure success and performance?
We have a robust analytics and monitoring program that tracks metrics like customer satisfaction scores, resolution times, and first contact resolution rates. We also provide regular performance reports, and our dedicated liaisons communicate our findings.
What is your approach to agent training and ongoing development?
We’ve dedicated a lot of our time and resources to developing a comprehensive training program. It combines in-depth knowledge acquisition with real-world, on-the-job experience. We stay at the forefront of the industry, constantly updating our curriculum with the latest best practices. Our agents are equipped with AI-powered workstations that provide real-time support and guidance, allowing agents to focus on complex issues and deliver exceptional customer service.
How do you handle cultural differences for international customer bases?
Our multilingual agents (over 25 languages) possess a deep understanding of cultural nuances, including greetings, communication styles, and even humor. Furthermore, we tailor our approach to the specific region of your customers. This means using familiar references, understanding local holidays and customs, and crafting communication that resonates with their cultural background. Our attention to detail ensures clear, effective communication across all audiences to create trust and build stronger relationships with your customer base.
What industries have you worked with?
Ibex has experience working in:
- Banking and financial services
- Delivery and logistics
- HealthTech and wellness
- Hightech
- Retail and Ecommerce
- Streaming and entertainment
- Travel and hospitality
- Utilities