Outsorcing Call Centre

SERVE CUSTOMERS SMARTER

This solution is often more cost-effective for the company than an internally integrated Call Centre. It has many benefits regarding finances and customer service, and outsourcing the Call Centre solution increases productivity by saving time spent on calling different people and gathering information. When developing a technical Call Centre solution, the company's products/services are researched, as well as employees are trained to handle calls, and then the most appropriate telecommunications solution is implemented.

FIXED COSTS TRANSFER TO VARIABLE

Call Centre staff are paid for the actual minutes spent on calls. This means that the business owner only pays for the actual time that the operator has spent on calls instead of a fixed salary, which is paid regardless of the call time and efficiency of the operator, which is the case if the Call Centre is integrated in the company.

PROFESSIONAL CALL CENTRE STAFF

Call Centre staff is carefully selected and trained. Thus, professional customer service and the effective attraction of people is ensured.

INCOMING CALL SERVICE 24/7

By using an outsourced Call Centre, the company can provide an incoming call service 24/7, every day. By integrating a Call Centre into a company, such service can be provided rarely, as the opening hours of internal Call Centres often coincide with the company's hours.

RECORDED AND CONTROLLED CONVERSATIONS OF THE CALL CENTRE STAFF

Each call of the Call Centre employee is recorded and regularly evaluated. It is necessary in order to ensure a high level of services, customer service and achievement of the set goals.

PROVISION OF VARIABLE CALL VOLUME SERVICE

Outsourcing makes it easier to provide a sufficient number of Call Centre staff according to the changes in the incoming call volume. If the number of incoming calls increases or decreases, you can connect or disconnect Call Centre operators accordingly. If a company needs Call Centre services for a certain period of time, for example, for the organisation of campaign-like events, you do not have to spend time selecting and training new employees.

SAVINGS ON THE PURCHASE OF TELECOMMUNICATIONS EQUIPMENT

You do not need to make extra investments in telecommunications equipment, new telephone lines in order to ensure the work of the Call Centre.

CONFIDENTIALITY

The company is provided with confidentiality of information and security. Confidentiality agreements are concluded between Call Centre employees and companies, as well as Call Centre conversations are recorded and controlled.

PROVISION OF CALL CENTRE OUTSOURCING SYSTEM

• The company's product/service is researched, the goals and the required type of service (telemarketing, service of incoming calls from customers, surveys/questionnaires) is determined.
• Training of the Call Centre staff about the product/service.
• Testing of the operator call service-level.
• Calling people included in the database.
• Compilation and analysis of reports on the call-handling results.

As in any workplace, the Call Centre measures the work efficiency and performance level. Reports are generated in order to evaluate the work of the Call Centre operators. The frequency of their creation mainly depends on the requirements and needs of the company. Reports are created according to the number of incoming, missed and outgoing calls, as well as personalised according to the required indicators to measure call efficiency:

• Quantity of received orders.
• Number of hours spent on servicing and receiving calls.
• Response time of the Call Centre operator to the incoming call.
• Testing of the operator call service-level.
• Duration of the conversation with clients.

OUTSOURCING CALL CENTRE FUNCTIONS

• Incoming call service - customer service and holding, technical support, call acceptance and sales.
• Outgoing calls - telemarketing, customer-callback, marketing-research.
• Data processing - data entry and verification, activation of contracts and additional services, work with the customer in CRM and payment systems.
• Calling people included in the database.
• Compilation and analysis of reports on the call-handling results.