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| Customer Services |
Motif has over eight years of experience delivering outstanding customer support services through multiple communication channels. Our customer service offerings include unscripted voice (inbound and outbound), email, and chat. Our voice services are primarily performed out of our state-of-the-art Manila delivery center.
We have many A-list clients, including a leading online auction site, a leading online travel site, and a top internet retailer. All our clients are referenceable.
Wide Range of Customer Support Services
Motif provides customer support services ranging from the most simple to the most complex. Because our agents can handle many types of queries, we are able to provide general across-the-board support for our clients. Our wide range of services includes:
- General customer support
- Account management
- Billing credits and refunds
- Order management
- Light technical support
- Quality surveys
- Collections
In addition to these customer support services, we also provide services such as credit card fraud prevention and online community management. See our Research and Analytics section for more information.
Significant Cost Savings and Quality Improvements
Motif provides its clients with significant, measurable cost savings. Our customer support clients generally realize a 25-50% reduction in costs relative to onshore customer service operations.
In addition to delivering significant cost savings, we consistently exceed our clients’ target quality metrics. These quality metrics are wide-ranging and include measures such as response time, CSAT, and quality, and we are willing to accept significant penalties for missing Service Level Agreements (SLAs). Motif’s pervasive attention to quality has resulted in an extremely strong track record of meeting or exceeding our clients’ SLAs.
Our agents are always looking for ways to further improve quality through innovation. For example, they are continuously improving the scripts they use to respond to “standard” queries, and they are trained to create macros that speed the creation of replies, especially for email and chat.
Case Example #1
A leading online travel site was experiencing fluctuating quality levels and struggling to achieve its 3-hour response time standard for customer support. Motif developed detailed quality scoring and volume forecasting tools, and now provides all email and some outbound voice customer support. Motif consistently exceeds both the quality and the 3-hour turnaround time standards. We have worked with this client since 2000.
Case Example #2
In providing general customer support services for an internet retailer, one of our agents received a refund request for an order that was lost in the mail. The agent looked up the customer’s history and found that this customer had reported lost packages 16 times before. Our agent escalated this to our client, who then blocked the customer from the site. This agent went “above and beyond,” as looking up customer history is not standard protocol. Due to our agent’s diligence and results-orientation, we helped our client prevent loss due to fraud.
The Motif Difference
There are many BPO providers, but none that can match Motif’s results in terms of client references and retention. Our results are consistently superior due to our uniquely open and results-oriented culture, flexible client partnerships, and world-class management team.
- Open, Results-Driven Culture: The right culture is critical for BPO providers given the crucial role that well-informed judgment plays in client transactions. Our founders developed a unique culture that mirrors the best practices found in leading U.S. companies. These practices result in 1) hiring the “best of the best”; Motif agents are typically college or professional level graduates and less than 10% of applicants receive offers; 2) results-oriented employee development, accomplished via high performance standards and real-time performance data availability; 3) motivated, innovative employees, spurred by high employee stock ownership and a non-hierarchical work environment; and 4) lower-than-average attrition rates, ensuring a knowledgeable workforce and deeper domain expertise.
- Flexible Client Partnerships: We will tailor your BPO solution to fit your exact needs. We are flexible on the front end, gladly working with you to create a risk free pilot or a contract that features gain sharing, risk sharing or high volume variance thresholds. Our flexible staffing models allow us to ramp up rapidly, handle overflows, and design small, nimble teams. Finally, we are flexible with regard to learning with our clients. We openly share newly developed tools and enjoy exploring proof-of-concept experiments.
- World-Class Management Team: A recent survey showed that 40% of companies believe that “lack of industry knowledge” is a significant disadvantage for most BPO vendors. Our leadership team proves otherwise. Motif has assembled a team of senior executives with over 70 years of U.S. experience in companies such as McKinsey & Co., Deloitte Consulting, eBay, Intel, Sun Microsystems and AT&T. Our executives are always available to our clients and work closely with them to provide strategic guidance.
To learn more about The Motif Difference, please click here.
To learn more about Motif’s customer service offerings and partnership opportunities, please contact Karl Wiley at karl.wiley@motifinc.com or (650) 401-7403.
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| Contact Details |
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| Client Testimonials |
| “We can certainly learn something from the processes you implemented to ensure excellent productivity and quality.” |
On-site Manager,
Largest online auction company in the world |
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| “Excellent work! We’re so used to seeing your great service levels that we don’t take the time to recognize it as often as we should. Thank you!” |
- Director, Customer Relations Management,
Top five online travel company in the US |
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| Highlights |
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Providing services since 2000 |
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Never lost a client due to performance |
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Unique People-Driven Continuous Improvement Methodology |
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Email, chat, and voice support services |
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World class delivery center in Manila for voice |
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In-house software team develops custom tools that enhance performance |
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