Call Center Services
Managing Call Center Services effectively is an imperative for any business -and as volumes increase, the task becomes tougher. This demands an outsourcing partner who can deliver enhanced value to your customers and has the ability to scale with your growing needs.
At Outsourcing2Offshore we serve the following services
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Inbound Call Center Services
Customer Support Services
Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 basis.
- Callers are greeted by a Outsourcing2Offshore Agent or with an automated greeting that can gather data through touchtone entries.
- Outsourcing2Offshore Agents serve your callers utilizing our platform, your in-house application or custom scripting.
- Any follow up activity can be scheduled as needed.
- A copy of account activity emailed to the location(s) of your choice.
Technical Support Services
Our technical support offerings include round-the-clock technical support and problem resolution for computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and usage support. Examples of this service include customers calling to resolve a problem with their home PC, how to dial up to their ISP, how to use their web hosting accounts and with a problem with their software or hardware.
Help-desk Services
Our help-desk services provide technical problem resolution and support for corporate employees. Examples of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, shrink-wrapped products, connectivity etc., office productivity tools support including browsers and mail, new service requests, product usage queries, IT operational issues, routing specific requests to designated contacts and remote diagnostics (password reset, desktop control).
Applications:
- Customer Service
- Lead Capture & Distribution
- Order Capture & Up-sell/Cross-sell
- Dealer Locator
- Inquiry Handling
- Direct Response
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Outbound Call Center Services
Powered by a responsive and highly motivated team of call center professionals, Outsourcing2Offshore offers a wide array of outbound telemarketing services enabling companies to generate leads and acquire new customers. Our extensive experience in outbound call center services, combined with technological solutions, quality assurance programs and commitment to customer service excellence has helped many companies achieve optimum results from their direct marketing efforts. Outsourcing your outbound call center services and telemarketing process to Outsourcing2Offshore will also be cost effective, as we track customer value against the acquisition cost and come up with solutions to improve the quality of your sales processes. Furthermore, we will help you gather critical market intelligence for enhancing customer support and strategizing business moves.
Whether you are targeting the business-to-consumer (B2C) market or want to explore the business-to-business (B2B) segment, experienced call center professionals at outsourcing2offhore will focus on the unique requirements of each client and come up with suitable solutions. The primary focus of our outbound telemarketing call center services is product sales and value-added sales cycle management. A thorough understanding of your business/industry and target market, proposition and timing, makes the outbound call center services at Outsourcing2Offshore, most effective. Once you identify existing or potential customers, well-trained associates at outsourcing2offhore initiate contacts and help you meet acquisition goals. Our outbound telemarketing/call center services rigorously adhere to a highly result-oriented and cost-efficient production & management process, allowing us to meet and exceed customer expectations every time.
Outbound Call Centre services:
- Lead generation
- Customer acquisition & retention campaign
- Verification
- Database enhancement & management
- Debt Collection
- Market Research
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Web Enabled Call Center Services
With the explosion of companies offering products and services for sale on the Internet, there are now several ways in which a customer contact center can assist the web user with "live" customer service as they order, request product information or simply browse.
Customer Support Executives can finish a customer"s incomplete order, suggest complementary products and services to those already ordered, complete final credit card transactions by telephone, guide customers through the process of completing an order, or help them find a desired location within a web site.
outsourcing2offhore web-enabled call center allows our Agents to deliver superior service to your callers. Empowered with your in-house resources, applications and information, outsourcing2offhore web-enabled call center operators can assist your callers quickly and accurately, improving the caller experience and your business.
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Email Support Services
Email can be a true asset for companies that handle large volumes of customer interaction and support. Cost-effective, digitally archived and increasingly accessible, email provides a comfortable means to communicate.
When email is mismanaged, however, it can slow productivity and discourage customers. While Internet customers expect an acknowledgement of their contact within one hour and an actual response within twenty-four hours, an ICSA/e-Satisfy.com study shows that approximately forty-per cent of customers never receive a response at all!
By providing the proper tools to our staff of expert support engineers, Outsourcing2Offshore can help your company leverage the best qualities of email and eliminate the potential drawbacks.
Effectively exploiting the power of email will have a profound effect on your company by delighting your customers and drastically lowering your support costs. Outsourcing2Offshore helps you harness the true potential of email.
Delight Your Customers
Our Support Engineers will respond to your customer's through emails in a friendly, professional and personalized manner. When Outsourcing2Offshore takes over your email support, your customers will be more inclined than ever to email for support.
Quickly Respond to Every Inquiry
Outsourcing2Offshore will guarantee a personalized response to your customer's emails within a mutually agreed upon amount of time. Additionally, each incoming email will trigger an auto-response to your customer that acknowledges the problem and describes how to track the incident online.
Efficiently Route Email
Incoming email messages are routed to the proper recipients within Outsourcing2Offshore or your organization. For example, support questions will remain with Outsourcing2Offshore, thank you letters can be forwarded to your marketing department and business proposals can be sent to your business development team.
Retain More Customers
Outsourcing2Offshore can write emails to follow-up on customer cancellations. These emails are intended to discover reasons for leaving and to help retain lost buyers. When customers express anger or frustration with your company, Outsourcing2Offshore can send personalized apologies for damage control and customer retention.
Control Spam
Outsourcing2Offshore can filter out unwanted messages, mass emails and other distraction.
Provide Seamless Support
Email messages will contain your company's greetings and closings to ensure seamless integration with your existing support mechanisms.
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Live Chat Support Services
Well implemented chat support has the potential to combine the best qualities of email and voice. Live, cost-effective and web enabled, Outsourcing2Offshore Chat Support gives your customers a means to communicate over the web 24/7. Without hanging up from their Internet connection and without waiting for an email response, your customers will love the ease of use and accessibility of live chat support. As more and more of your customers gladly shift from phone to text-based communication, you will watch customer satisfaction rise as support costs diminish.
Better Support Your Customer Online
With the click of a button, your customers can text chat with a live Outsourcing2Offshore representative at an hour and without having to download any additional software. Because most issues can be resolved over the computer, live chat is a perfect means to immediate resolve customer issues.
Chat with Netiquette
Outsourcing2Offshore support engineers are trained in proper chat netiquette to best serve your customers. Polite and intelligent, our staff will work quickly to resolve your customer's problems.
Proactively Assist Customers
Support engineers can push web pages to your customer's browser in order to help him/her locate useful or requested information. Additionally, we are able to monitor a customer's activities on your web site. If your customer appears stuck on a particular technical support page, for example, a support engineer can interrupt a user's session by offering to chat with them.
Know Your Customers
When a customer triggers an interaction with one of our support engineers, information about that customer appears on the engineers screen, facilitating a more personalized, effective session. With an integrated support system, your customers will not have to repeat their issues if they have previously emailed, chatted, or called.
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