Customer Service Outsourcing

Customer service outsourcing with Sunshine Communication Services

At Sunshine Communication Services, we continuously work towards improving our services, ensuring our agents participate in ongoing training and development. Our 40 years of experience in customer service outsourcing has enabled us to develop business practices and protocols which result in streamlined answering services with minimal errors.

The customer is king

At Sunshine Communication Services we believe the customer is king. We go out of our way to provide excellent customer service, no matter the time of day or night. We provide companies and individuals who require an outsourced professional phone presence with bilingual answering services and 24-hour live answering services. Our call center agents are always courteous, professional, well-educated individuals.

Customer service triage

Companies typically use customer service triage to reduce congestion and control workflows. At Sunshine Communication Services, call center staff are organized into a multi-tier support system which is organised according to a medical triage system. The clients are assessed and operators determine the “level” of their request or inquiry. A non-urgent or simple request is dealt with by operators on the first tier. If the query is urgent, or the customer is not satisfied, they then move on to tier two, where more experienced operators try and solve their issues. If they are still not satisfied, or if the operator cannot solve the problem, the caller will then be passed on to tier 3. In effect, the most critical issues are dealt with first and less urgent calls have to wait.

Outsourcing your customer service to a company such as Sunshine Communication Services can assist with call overflows and unmanageable volumes. It also eliminates the need for and cost of a receptionist and other front-office staff, which reduces your overall costs while retaining knowledgeable staff to support your customers.

Sunshine Communication Services can meet all your customer service needs. We provide a variety of services, including reservations, message taking, web order taking, credit card processing and data entry, among others.


Call us for a customized Answering Service Solution, designed based on your requirements.

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