Is your business interacting with your customers across multiple channels such as phone, email, chat, social media, and mobile apps, and are you looking to provide a consistent brand experience across all these channels? Are you looking for an experienced contact centre partner that ensures Voice of the Customer (VoC)-to-CTQ alignment across every channel? Flatworld Solutions delivers outcome-based omnichannel support at scale.

Flatworld Solutions delivers omnichannel contact centre support using Customer Value Added (CVA)-mapped agent workflows, ensuring brand consistency and measurable service quality across all touchpoints. Whatever your industry, we will speak your brand consistently across all channels. Our omnichannel contact center agents will provide you with just the customized solution you need to provide your customers with an enhanced brand experience.

Our Omnichannel Contact Center Services

Flatworld Solutions is a leading provider of omnichannel contact center services in India and abroad and has provided omnichannel support services to clients from almost all industries.

Our omnichannel contact center services include -

Phone Support

We provide 24/7 voice support using trained agents who follow Standard Operating Procedure (SOP)-driven, Poka-Yoke protocols to resolve customer issues accurately and consistently, improving first-call resolution rates. Our omnichannel contact center agents will answer every query and solve problems of every type. Our services are designed to ensure that your customers have a positive interaction and retain a positive experience while engaging with your brand.

Chat Support Services

We are proactive when it comes to providing chat sessions to the visitors to your website. Our agents manage simultaneous chat sessions using structured response frameworks, which reduces Average Handling Time (AHT) and enhances customer satisfaction. CVA metrics drive chat routing and prioritisation logic.

Social Media Support Services

We know just how to interact with your customers on social media channels to generate positive experiences that result in longer customer retention times. We monitor and engage across social platforms, using real-time sentiment analysis to respond to queries, manage complaints, and convert detractors into promoters. Brand tone and CTQs are preserved throughout.

Email Support Services

We provide effective and efficient email support to all your customers. Emails are handled using priority-based routing, ensuring the most qualified agent responds to complex issues. We enable adherence to Service Level Agreements (SLAs) through workflow automation and queue control logic. We ensure that the best omnichannel contact center agent responds to the most relevant emails, thereby ensuring that the most suitable agent addresses your customers' queries.

Click-to-call Services

If you have a contact form on your website that asks for your customers' contact details, like phone numbers, we will proactively use the information to contact your customers through phone or email. Many customers love to hear back from the service provider, and this can also generate increased sales and customer loyalty.

Mobile App Customer Support Services

Our omnichannel contact center services extend to providing customer support to users of your mobile apps. Mobile apps are a great way to interact with your customers and for them to raise any issues that they may be facing regarding your product or service. We provide mobile app users with real-time support using Lean Six Sigma service models, ensuring escalations are tracked and resolved through standardised interaction flows.

Why Outsource Omnichannel Contact Center Services to Flatworld Solutions?

Flatworld Solutions is a leading omnichannel contact center service providing company and is fully equipped to provide your customers with a truly omnichannel experience. Outsourcing omnichannel contact center services to us also makes sense for a whole host of reasons, including -

Cost-Effective Pricing

Our pricing models are aligned with output-based metrics, ensuring maximum Return on Investment (ROI) on every customer interaction.

Data Security

ISO/IEC 27001:2022 certified with Poka-Yoke measures and multi-layered access controls for secure omnichannel operations.

High-quality Services

Our omnichannel programs follow Define, Measure, Analyze, Improve, and Control (DMAIC) lifecycle checkpoints, delivering consistent performance and continual improvement. In one engagement, this approach led to a 48.58% improvement in quality score.

World-class Infrastructure

All our professionals work out of world-class office spaces that house the latest infrastructure facilities, enabling us to provide industry-leading omnichannel contact center services.

Tools and Technologies

We use the latest and best contact center tools and technologies to provide high-quality omnichannel contact center services.

Quick Turnaround Time

With round-the-clock availability and global delivery centres, we ensure that ticket backlogs are reduced by up to 89% through optimised workflow governance.

Expert Team

Our omnichannel contact center team is comprised of highly experienced agents that provide high-quality services at cost-effective prices.

Other Services You Can Benefit From

800 Answering Services

Phone Answering Services

Claims Processing Services

Order Taking Services

Client Success Stories

Flatworld Solutions Provided Answering Services to a Reputed Pharma Client

A reputed client from the pharma sector wanted call answering services to answer customer queries and upsell related products. Our team provided high-quality services.

Flatworld Provided Appointment Setting Solutions to a Client From Washington, USA

A leading client from the software and IT sector was looking for inbound call center services. Our agents provided high-quality and cost-effective services.

Client Testimonials

The team has, since the beginning, gone above and beyond what was required to take care of our project. Their performance, professionalism, efficiency, willingness to help, and dedication are truly outstanding.

Corporate Fraud Manager, Travel Technology Company, USA

More Testimonials

Outsource Omnichannel Contact Center Services to Flatworld Solutions

Flatworld’s omnichannel contact centre services are designed to align with CVA, ensure brand consistency, and deliver measurable service outcomes. We ensure that your customers always have a positive experience when they interact with your brand, product, or service and that they remain loyal and committed to your business. Every interaction is mapped to your CTQs—whether via chat, email, phone, or mobile. With us by your side, you can ensure that your customers are getting the attention they deserve. -

Ready to improve customer retention and resolution time across every channel? Contact us for Lean Six Sigma–driven omnichannel support tailored to your brand.