We are an Outsourcer who communicates with a client’s customer base telephonically (this may diversify to chat and email) to support and resolve queries that may arise from our client’s products or services.
We exist to ensure that we offer excellent and efficient customer service to the end-user, freeing up our client to focus on their core business, knowing that their customer queries are being resolved professionally and timeously. In addition, we offer products and services to the Contact Centre Industry, ie. Cloud based Telephony and CRM Platforms, headset solutions, Contact Centre consulting Services, etc
While SONKAY is a relatively new business entity, the owners have more than 30 years’ experience in the customer service industry collectively. This experience largely benefits our clients, as they would have the confidence in the abilities and competencies of the management, who oversees their customers experience.
SONKAY is a business that has the customer experience at its core. We have adopted a MANTRA vs a Mission Statement which encapsulates what we stand for (also our slogan):
Customer Experience Elevated – This provides a platform that immediately demonstrates what our focus is and what our accountabilities are.
Our Goal is to empower our clients to make informed business decisions by utilizing the voice of the customer and ensuring that their customers has an elevated customer experience.
Our Values are:
- Constant improvement
We exist to supply our client’s customers with a customer experience that is world class with best practice methodologies. We operate on a philosophy that mediocrity is unacceptable and EVERY customer is responded to like they are the ONLY customer.
One of our clients in the Software Development Industry was at the verge of losing 2 very important clients, critical to the survival of their business, as these 2 clients accounted for approximately 60% of their Revenue, due to poor customer service. They reached out to SONKAY with ONE KPI, to save these 2 clients by delivering a level customer service, that would ensure they would have no alternative, but to continue using my clients services.
We took on the challenge and got working immediately. We were approached in the month of December and had our first meeting with the stakeholders to work on a plan of action. They promised to give us 3-6 months to correct all the legacy issues, and if not, they would withdraw their business.
SONKAY worked hard to ensure that the level of service was consistently elevated and that EVERY promise made was kept. Within a period of 3 months, both clients had re-signed their contracts and my client had maintained their 60% revenue.
This is one example of how we have ensured ROI and we've been able to achieve this by LIVING our slogan, "CUSTOMER EXPERIENCE ELEVATED"