TAILOR YOUR CUSTOMER’S EXPERIENCE –

Contact center services

Welcome to tailored outsourced customer service solutions that guarantee the right service at the right time and in the right channel. Our own Happy philosophy© is the cornerstone of our corporate culture. This means that we are doing everything we can to increase your customers’ well-being while at the same time generating additional sales.

With service in all Scandinavian languages and with European partners, we deliver an optimal customer service solution.

 

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Let us help you define the best customer service strategy and create a truly modern, proactive customer service for your company.

Mattias Lööv

CEO, H1 Communication AB

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World-class customer service

Our specialist skills are based on over 10 million customer contacts a year. We deliver qualified customer service to companies in a wide range of industries. Our services are based on stable technical platforms, the latest communication channels, agents with the right skills, a quality-assured delivery process and secure handling of information assets.

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World-class customer service

For us, taking things to world-class level means assuring each individual customer that their unique assignment is world-class based on their needs.
With the aid of our basic values: Passionate, Personal and Professional, we guarantee an optimal solution for every need at all times.

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Open around the clock in the Nordic region and Europe

We are open 24 hours a day, 365 days a year. We provide service in all Scandinavian languages and are able to deliver an optimal customer service solution through European partners. We work flat out for your company and manage all or parts of your customer contacts in a wide range of channels.

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We communicate with your customers by
  • Phone
  • E-mail
  • Text message
  • Chat
  • Voice
  • Web
  • Social media
The right customer response with the right expertise

In order to deliver effective customer service, at H1 we make use of E-learning for assurance of our agents’ skills.

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This enables our clients to
  • Minimise their own time and costs in connection with start-up and training
  • Arrange for specific needs and changes more easily and more rapidly during an assignment
  • Provide quality-assurance for agents’ skills in a structured manner through a standardised digital training package, knowledge tests and certification.
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Multichannel or Omnichannel?

Today’s customers use the channel that best suits them at any given time. For example, you can start off a case through a phone call, follow it up using chat and then ask follow-up questions by e-mail or through a physical visit to a store.

Multichannel means customer service in multiple separate channels. For example, phone, chat, e-mail, social media or in offices/stores.

Omnichannel means placing the customer at the centre with the aim of delivering a consistent, seamless experience regardless of what channel the customer chooses to use.

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Multichannel or Omnichannel?

At H1, we endeavour to deliver an optimal solution for our clients and customers regardless of whether they require an Omnichannel solution or communication in a single channel.

We make sure that each step in a customer case is well documented from start to finish, regardless of the channel. That means that our agents and your personnel have complete information available on previous interactions and interaction with the customer.

That is what we call real customer service.

Effective back-office

Our back-office services provide both control, better results and professional customer care.

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Effective back-office

Everything from dispatch and maintaining records to scanning of documents and interpretation of bodies of text is handled using a structured working method and system support.

The approach is proactive, with the aim of constantly improving customer satisfaction.

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Quality-assured delivery

To ensure that our delivery meets our clients’ expectations, H1 has implemented and has been certified according to a number of ISO standards.

H1 ISO 14001

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We work according to these ISO standards
  • The customer contact center industry’s ISO 18295 to ensure agreements concerning KPI’s and Service Information

 

Read more about our ISO standards

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Reports and monitoring of results

We increase your sales with better statistics and information on your customers. Our app allows you to monitor statistics on our response times, numbers of customer cases and much more in real time. We present overall statistical reports at regular intervals. We monitor results against set targets and work proactively to optimise our delivery.

H1 Happy philosophy© – Agents that make a difference

H1’s agents are representatives for our clients’ brands, around the clock, every day, all year round. In order to deliver the best possible customer care, H1 carries out systematic work according to a tried and tested method – our own Happy philosophy©.

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Happy philosophy<sup>©</sup> makes a difference
  • Low turnover of staff with consistent high levels of skills in assignments
  • Low quality defects and training costs
  • Clear focus on job satisfaction
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Secure handling of information assets

Each customer service delivery involves handling the client’s information assets and processing customers’ personal data. H1 guarantees a quality-assured delivery process and secure handling of information assets.

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Secure handling of information assets

H1 works on administrative and technical security on a continuous basis to guarantee GDPR and secure handling of all information assets.

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Optimise your customer service

Our quality-assured working process means that we are able to deal with many different types of assignments. From total engagement, where H1 deals with all customer service, to dealing with overflow or maximising accessibility outside office hours.

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Optimise your customer service

Adding more communication channels, specific agent skills or assisting with staffing plans are examples of other ways in which H1 can supplement and optimise your customer service.

Services forming part of Contact Center services

Contact Peter for more information

Peter Hasselskog Bredesen is Business Area Manager at H1 Customer Service and can provide you with all the information. You can reach Peter on:

Mobile: +4673 180 39 14
E-mail: Peter.HasselskogBredesen@h1.se

Or fill in your details below and he will contact you


  • Read more about how we process personal data in our Personal Data Policy.