We make understanding the needs and expectations of our customers our highest priority to ensure a personalised and effective service.

For Cluster, being ‘customer-centric’ is not just a buzzword. Our philosophy is rooted in the belief that the customer is not just an element of our business - they are the business. We strive to place them at the heart of everything we do.

Our commitment to our customers permeates every level of our organisation. As we know that every interaction matters, we aim to make each one count. Our teams are trained to listen, understand, and respond to our customers’ needs effectively and efficiently. This unique focus on customer satisfaction drives our success and sets us apart in the competitive call centre industry.

We also understand that our partners' success is our own. By focusing on their customers, we help our partners expand their businesses. We anticipate a customer’s needs, respond to them promptly, and exceed their expectations. Our aim is always to increase customer satisfaction and loyalty, which in turn drives growth.

Cluster cultivate relationships, as we believe that focusing on customer experience can foster meaningful connections that yield mutual benefits. This is the essence of the Cluster experience.

Join us on this journey and experience the difference Cluster can make to your customers today.

We operate in 21 languages, offering a wide range of international commercial assistance services.

We believe that the combined power of cultural understanding and language fluency can unlock global markets. Cluster’s current operations cover a broad spectrum of commercial services in over 21 languages. This linguistic diversity is one of our key strengths, and forms a cornerstone of our company’s values.

Speaking a language is about more than just the words you say - it involves understanding context, nuances, and local customs. Cluster’s dedicated, professional teams are not simply multilingual, but also trained to be culturally aware. Their expertise allows us to provide services that are both linguistically accurate and culturally sensitive.

We have a proven track record of helping businesses navigate different markets with ease. Our extensive experience spanning across a variety of industries and regions gives us a special understanding of the global business landscape. Whether you’re looking to expand into a new market or strengthen your presence in an existing sector, Cluster’s teams can provide the support you need.

We don't believe in a one-size-fits-all approach, either. Cluster takes the time to understand your business, your market, and your goals, to craft a strategy in line with these elements. Our global expertise and unique insight into local markets enables us to offer tailored commercial assistance solutions that meet the individual needs of each client.

Cluster is more than just a call centre service provider. We are your partner in global growth.

We collaborate with you to ensure optimal staffing, efficient operations, reduced waiting times, and an enhanced customer service experience.

• Streamlining Customer Service Operations - Cluster is your strategic partner in delivering exceptional customer service. Our advanced Workforce Management capabilities allow us to provide an efficient, responsive service to your customers.

• Optimised Staffing for Peak Efficiency - Through our sophisticated forecasting and scheduling tools, we always have the right number of agents on hand to handle fluctuating customer demand and deal with all customer interactions. This means reduced waiting times for customers and more cost-effective operations for you.

• Empowered Agents, Happy Customers - Cluster’s team members have access to a user-friendly portal for managing their schedules, requesting time off, and changing their shifts. This flexibility leads to higher job satisfaction, lower agent turnover, and stronger, more positive relationships with your customers.

• Enhanced Customer Experience - Our focus on efficient staffing means your customers spend less time waiting and more time getting the help they need. Our real-time operational visibility allows us to make quick adjustments to match changing demand.

• Seamless Integration - Cluster works closely with you to fully integrate our operations into your business based on an in-depth understanding of your needs. Our powerful analytics and reporting tools provide detailed insight into customer interactions and service performance.

• Why Partner with Cluster? - Choosing Cluster means choosing a call centre fully committed to your success. Our Workforce Management capability is just one of the ways we deliver reliable, high-quality service to you and your customers.

Contact Cluster today to explore how we can work together to achieve your service goals.

We ensure seamless customer communication and support across a variety of channels, including voice, email, chat, and social media.

In the dynamic world of customer service, you need to be where your customers are. Cluster champions a multichannel approach to support and sales. Here's why this is an essential element of our offering:

1. Better Customer Service: Multichannel support allows businesses to provide timely and effective service. With Cluster's expertise, customer queries are addressed promptly, no matter which platform they use.

2. Sales Growth: Multichannel selling opens up new avenues for increased revenue. By reaching out to customers on preferred platforms, businesses can drive sales and expand sector reach.

3. Higher Trust, Greater Loyalty: A consistent and reliable presence across multiple channels builds trust with your customers, as they receive the same high-quality service and communication across all platforms.

4. Accessing a Wider Audience: Different channels appeal to different demographics. A multichannel strategy ensures your business targets a broader range of customers, increasing your potential audience base.

5. Data-Driven Improvements: Multiple channels mean multiple data points, providing valuable insights into customer behaviour, so businesses can improve their products and services.

We ensure you're always connected with your customers, wherever they are. Choose Cluster to help your business harness the power of a multichannel strategy.

Our commercial assistance services are highly scalable, catering to businesses of all sizes.

• Adapting to Your Business Needs - Cluster understands that businesses are never static - they grow, evolve, and change all the time. That's why we offer flexible, scalable services that adapt quickly to your needs, whether you're a small start-up or a large enterprise.

• What is Scalability in Outsourcing? Scalability in outsourcing is the ability to adjust service provision levels based on changing business needs. Scalability is all about flexibility and adaptability. We ensure that your customer service capabilities expand alongside your business.

• Growing with You - Cluster can easily increase or decrease your number of dedicated agents and teams based on current needs. Our scalable customer service allows us to evolve with you throughout your business journey. You can start small and expand as your customer base grows, or scale back during slower periods. Cluster adapts throughout.

• Why Outsource to Portugal? Portugal’s highly skilled workforce, competitive costs, and excellent infrastructure makes it a top outsourcing destination. The country has a strong focus on education and training, resulting in a pool of talented professionals fluent in multiple languages. Portugal's strategic location and advanced technology infrastructure also make it an ideal choice for businesses looking to outsource their customer service.

Reach out to Cluster to discuss your scaling roadmap and business requirements today.

We are dedicated to delivering high-quality services, focused on continuous improvement and customer satisfaction.

For Cluster, quality assurance (QA) is at the heart of exceptional customer service. It is not just about resolving customer issues, but also delivering a service experience that exceeds their expectations and builds lasting relationships with the clients we help.

• What is Quality Assurance in Customer Service? QA in customer service is a systematic process that sets standards of excellence which all our customer interactions must meet or exceed. It involves monitoring, evaluating, and continuously improving the quality of interactions between our representatives and customers.

• Why is QA Important? QA is crucial in service support as it directly impacts customer satisfaction and loyalty. The QA process helps Cluster identify areas for improvement, reduce service errors, and ensure consistency in our service delivery for our partners. By prioritising QA, we provide a seamless, trustworthy, and loyalty-building customer experience.

Service Quality at Cluster

Cluster employs a multi-faceted approach to ensure the best service quality:

1. Monitoring and Evaluation: Our customer interactions are regularly monitored and evaluated to ensure we consistently adhere to our rigorous quality standards. This includes reviewing calls and messages, assessing the accuracy of information provided to customers, and examining our agents’ communication skills.

2. Training and Development: Cluster has invested in continuous training programmes for our representatives to ensure that they are fully equipped with the latest product knowledge and service skills to provide the best ongoing experience for customers.

3. CSAT and DSAT Feedback: We place the utmost importance on the Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) feedback we receive from our customers. All feedback is analysed, carefully consolidated and processed to provide you with focused, valuable insight into our quality of service and areas for future improvement.

Our Promise

At Cluster, our commitment to quality assurance means that we are constantly focused on continuous improvement and customer satisfaction to deliver the best quality services. By prioritising and implementing our QA processes, we offer a customer service experience that truly sets us apart. Contact Cluster to secure exceptional customer experience for your business.

Our team of experts brings a wealth of experience and knowledge to ensure top-notch commercial assistance.

At Cluster, we pride ourselves on our talented, customer-oriented team of professionals. Their breadth and depth of global expertise across multiple sectors allows us to provide the highest level of commercial assistance to our clients.

• Our Operations Team - The Operations team plays a pivotal role in ensuring the smooth running of our sales and service projects. They are responsible for overseeing our daily operations and the efficiency of our processes. The team also manages our service and sales specialists as well as providing them with the necessary training and support to excel.

• Attracting Exceptional Talent - Cluster is a hub of vibrant opportunity, attracting highly skilled and qualified management professionals ready to make a real impact. Our employees are never confined to traditional roles – they are decision-makers, empowered to be agile and take substantial ownership of their work. The level of autonomy and empowerment we provide is a key reason why top-tier professionals choose to join our team.

Cluster’s attraction is not just about the work our employees can do, but the environment we create. We offer a dynamic, innovative setting that encourages creativity and fosters extraordinary growth. Our team members have the opportunity to work closely with a diverse group of colleagues. The impact is visible, leading to high levels of job satisfaction.

Moreover, our passion for our work is embedded in Cluster’s company’s culture. Our complete dedication to our clients motivates our agents to deliver consistently great service. This combination of employee autonomy, opportunities for professional growth, and a passionate, creative culture is why people flourish at Cluster.

At Cluster, our teams are our greatest assets. Partner with us to experience the difference they can make for you.

We offer cost-efficient, practical solutions that deliver value and drive growth.

At Cluster, we understand that cost management is a crucial element of any business’s bottom line. Our call centres services are designed to deliver both the highest quality for value and drive client growth. Our success in providing cost-effective solutions relies on the following strategies:

• Lean Setup - Our ‘lean’ setup is designed to minimize overhead costs. We only focus on what’s essential, eliminating unnecessary expenses so that we can offer best-in-class pricing. We save our clients up to 30% compared to our competitors.

• Efficient Training - Our training programmes are designed to maximise agent efficiency. We focus on continuous learning and skill development, enabling our teams to handle a wide and evolving range of customer issues quickly and effectively. This reduces the need for multiple or repeated contact, saving our clients time and money.

• Quality Assurance - For Cluster, quality assurance involves maintaining high standards and reducing costs. By finding and correcting issues early, we eliminate potentially expensive mistakes later on, whilst ensuring service quality throughout.

• Strategic Budget Allocation - Our strategic budget allocation means that every investment we make is put to good use. We keep our marketing expenditure at a minimum, and focus on delivering excellent service. Our work can speak for itself.

By choosing Cluster, you choose a customer service partner committed to your business. Our cost-effective solutions don't compromise on quality, making us the smartest choice for optimising your call centre operations.

Contact us to learn more about how we can help your business grow without breaking the bank.