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We go beyond resolutions—anticipating needs, exceeding expectations, and building brand loyalty with every interaction. Let us show you how.
Our agents are carefully selected, trained, and supported to provide knowledgeable, empathetic, and high-impact customer interactions.
With real-time analytics and feedback loops, we refine processes and enhance every touchpoint to drive measurable CX success.
Every industry has unique support needs. Our outsourcing solutions help businesses in eCommerce, Retail, Financial Services, Telecom, Travel, Startups, and IT deliver great customer experiences while improving efficiency and cutting costs.
Learn More About SerefinWe begin by understanding your business, customer expectations, and key challenges. This allows us to design a solution that aligns with your brand’s voice and operational goals.
Through collaborative discussions, we define measurable success metrics, service-level agreements (SLAs), and performance benchmarks. We also establish real-time reporting structures to ensure transparency and continuous optimization.
Our structured onboarding process ensures a smooth transition. We map workflows, integrate with your systems, and establish communication channels for seamless collaboration. We also implement secure customer verification processes where required.
Our dedicated recruitment team selects candidates based on communication skills, professionalism, and alignment with your brand culture. We prioritize agent retention by offering competitive wages, career advancement, and a supportive work environment.
Our expert training staff equips agents with the skills, knowledge, and tools needed to deliver outstanding service. This includes comprehensive brand immersion, AI-assisted coaching, and role-playing simulations to ensure agents are fully prepared before handling live customer interactions.
We launch your support program with a phased rollout, monitoring interactions in real time using our CURE Model (Connect, Understand, Resolve, Excite). Our independent QA team, separate from operations, provides unbiased scoring and feedback to maintain service excellence.
Your dedicated Customer Success Team meets with you regularly to review key performance data, share insights, and implement continuous improvements based on customer feedback and business goals. Our 360° feedback loop tracks every customer interaction to refine processes and drive CX excellence.
Outsourcing allows you to scale quickly, access specialized expertise, and reduce operational costs while maintaining a high standard of customer service. Serefin provides tailored solutions that ensure your customers receive seamless, high-quality support without the burden of managing an in-house team.
A great outsourcing partner enhances CX by providing trained professionals, advanced technology, and data-driven optimizations. Serefin goes beyond handling inquiries—we proactively improve interactions, resolve issues efficiently, and create personalized experiences that drive customer loyalty.
Common myths include loss of control, increased costs, and a decline in brand experience. Serefin addresses these by offering transparent reporting, cost-efficient solutions, and dedicated, brand-trained teams that act as an extension of your company.
We start with an in-depth onboarding process that includes brand immersion, agent training, technology integration, and a phased rollout plan. Our transition strategy minimizes disruption and ensures a smooth customer experience from day one.
Serefin provides specialized support for Retail, eCommerce, Financial Services, Telecom, Travel, Startups, and IT. We tailor our approach to meet industry-specific needs, ensuring compliance, efficiency, and superior CX.
We focus on more than just answering calls—we create brand-aligned, emotionally engaging customer experiences. Our teams are trained to reflect your company’s values while using advanced analytics to continuously refine and improve interactions.
We optimize processes with AI-driven insights, workforce management tools, and continuous agent training. This allows us to resolve issues quickly while maintaining a personal touch that builds customer trust and loyalty.
Our onboarding process includes in-depth brand training, role-playing exercises, and continuous coaching to ensure agents understand your values, products, and customer expectations.
We use the latest in contact center technology to provide 24/7 omnichannel support across phone, email, live chat, social media, and SMS. This ensures your customers receive seamless, high-quality service through their preferred communication channels.
Serefin provides customer service in English, French, and Spanish and has access to a diverse group of agents fluent in additional languages such as Arabic, Russian, and Farsi. For broader linguistic support, we partner with CanTalk, offering over-the-phone interpretation in 200+ languages, including Indigenous dialects
Serefin follows a "Hire Right, Train Right, Treat Right" approach to attract and retain top talent. Our recruitment team carefully selects candidates based on communication skills, professionalism, and brand fit. We pay above-market wages, offer career growth opportunities, and provide benefits like RRSP matching and virtual healthcare to reduce churn and maintain service quality
Empowered agents are more confident and effective. We provide continuous training, decision-making authority, and real-time AI agent assist tools to help agents resolve issues efficiently and build meaningful customer relationships.
We embed your brand identity into our training programs, ensuring agents fully understand and embody your company’s values, communication style, and customer service philosophy.
Yes. Our platform provides a web-based real-time dashboard where clients can track call volumes, service levels, first-call resolution rates, and other KPIs. The dashboard integrates data from multiple sources and allows near real-time updates for a transparent view of customer service operations.
Our flexible workforce model and advanced forecasting tools allow us to quickly scale up support during peak seasons without compromising quality.
We track key performance indicators (KPIs) and use AI-driven insights to identify trends, optimize workflows, and refine customer interactions for ongoing service improvements.
Serefin leverages Five9’s Virtual Assistant and AI-powered Agent Assist tools to improve efficiency. These technologies support live agents with real-time recommendations, transcription, summarization, next-best actions, and multilingual translation. Our AI-driven IVR and self-service options also reduce contact volume while improving customer satisfaction.
Serefin employs it's proprietary CURE Model (Connect, Understand, Resolve, Excite) to drive customer interactions. This rigorous framework ensures agents deliver high-quality service by focusing on meaningful connections, effective issue resolution, and positive customer experiences. Additionally, our independent QA team monitors performance, provides real-time coaching, and ensures continuous service improvements.
We monitor customer sentiment through CSAT, NPS, and other feedback mechanisms. These insights help us continuously refine our approach and drive service excellence.
Clients receive detailed reports on customer interactions, agent performance, and emerging trends. Our data-driven approach ensures transparency and helps you make informed business decisions.
Yes, we provide root cause analysis and actionable recommendations to eliminate recurring issues, streamline processes, and enhance customer experience.
We adhere to ISO standards, SOC 2 Type 2, and PCI-DSS security protocols. Our multi-factor authentication (MFA), data loss prevention (DLP), and secure data transmission (HTTPS, sFTP, sRTP encryption) protect sensitive customer information. We also comply with global data residency regulations to meet client-specific compliance needs.
Our SLAs are customized based on your business needs, ensuring fast response times and high first-contact resolution rates.
Yes, we can integrate with leading CRM, ticketing, and communication platforms to ensure a smooth workflow.
We have structured escalation procedures, including tiered support, supervisor intervention, and specialized handling for high-priority cases.
Reach out to our team for a consultation. We’ll assess your needs, develop a tailored strategy, and guide you through the onboarding process to ensure a smooth transition.