Phone Answering Service
Phone Support is one of the oldest and most commonly used Support Channel despite the availability of modern contact center systems that allow communication via emails, live chat, social media and text messages.
Customers tend to be most satisfied if they speak to a person than automated IVRs or other support mediums. While Phone Answering Service or Phone Support is one of the core features of a Customer Support Department, it comes with a huge price and involves managing phone lines, call center system, a team of support executives, servers or cloud, data security and not to mention, the legalities involved in maintaining the department!
While you are best at managing your core business functions, you don’t need to get involved in operational stuff that can not only take a lot of your precious time but also requires huge financial investments.
Being in this industry for over 5 years, we fully understand modern contact center needs and are equipped with right tools and resources to deliver World Class support to your customers.
We can do all types of Call / Phone Answering Service (except telemarketing), from taking messages, answering basic product / service questions, scheduling to offering Tier 1 and Tier 2 technical and billing support! We have worked for startups, small and medium sized businesses as well as have handled sales, technical and scheduling support with 24/7 Support, Business hours, After Hours and Weekend Support, 365 days a year!
Taking Messages
We can be your Phone Receptionist and answer phone calls as well as take messages for you. We can then forward information via email or another communication medium.
We can also transfer live calls if needed.
If you are a Corporate office, a Service Provider or a Business entity needing round the clock or afterhours phone answering service, this is perfect for you. Never miss your important phone calls!
Simlpy forward calls to us and we will start answering
Scheduling Assistance
With our Phone Answering Service, we can help manage bookings and appointments for you or your team. We can do following:
- Answer incoming calls and schedule bookings
- Call prospective customers and book them for visit
- Manage cancellations and rescheduling
- Answer general inquiries about your service
We have experience doing this for Doctor’s offices, Technician Management companies, Cleaning services and few other service providers.
Follow Up Calls
We can make outbound follow up calls to existing customers for instance, updating customer information, reminding about failed auto-payments etc.
We can do this as an ongoing help for your regular business needs or if you have a one time project, we can work on it as well.
We use our own VOIP to make calls and can setup your business phone number as Caller ID so if someone calls back, they still dial your support number.
Pre-sales Support
We can help answering product or service related questions and help potential customers through sales process. We can also help processing payment over the phone.
If you are running a sales campaign or have a product launch, we can learn about your product or offering and help increase sales.
This is perfect for companies looking to get extra phone answering support during Black Friday & Cyber Monday deals as well as during Christmas holidays.
Order Processing
We can process orders over the phone, our contact center is PCI compliant and we don’t record or save credit card information with us.
We have experience processing orders for Cellular Services, Ecommerce stores and few other industries.
Our agents are great at taking down details and can quickly process orders for you. We can also make follow up calls if needed when placing orders.
Phone Support
We can answer your Phone Calls and provide general as well as technical and billing support. This may include inbound / outbound calls, order processing, technical support, billing support etc.
We have professional setup and lot of experience working as first line receptionist and support for several businesses.
We have lot of experience working in CRMs like Infusionsoft and Salesforce, Billing systems like Authorize.net and Helpdesk systems like Zendesk and Intercom
Research calls
We can do outbound calls to collect specific information that may later be used in your marketing campaigns, for instance, find out how many shower stalls are there in list of Gyms provided etc
This can include updating missing information in your database.
In addition to above, if you are looking for another type of call handling, please get in touch and we will be happy to discuss.
Compliance
Many contact centers specifically when it comes to outsourcing, are not PCI or HIPAA compliant that can put your business on a serious risk. We understand the importance of your customer’s privacy and for same, we ensure calls are answered in compliance to industry procedures and standards.
Our Contact Center system is a cloud based asterisk software called Vicidial, provided by therealpbx.com, a company based in US. This system is not only a state of the art tool but their team fully understands the legalities involved and it is customizable to specific phone answering needs.
Being in this business for over 5 years, we have worked for a variety of businesses, including:
Features offered
- Call Forwarding Number
- Call Recordings
- Custom IVR
- Voicemail
- Disposition based reports
- Service Level Agreements
- Quality Assurance
- PCI-DSS and HIPAA compliance
- CRM Integration
Systems We Have Used
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1. How do I forward calls to you?
We will provide a local number with your area code where you can forward calls to us. You may also choose a Toll Free number if needed.
2. Can your agents speak fluent English?
We have handpicked agents from large setups and our team has few years of industry experience. They can speak fluent English without grammatical errors.
3. What is your team’s education background
Most of our agents are graduates from renowned universities and few masters as well. In addition to regular education, they have done additional courses to coupe with latest industry standards.
4. How is your agents’ accent?
Our agents can speak neutral accent and we can provide American, British or another required accent on demand.
5. Do you offer call recordings?
We record all calls for training and monitoring purposes and can provide access per your need.
6. Is your call center PCI Compliant?
Our call center system is PCI compliant and allows agents to manually pause call recordings, enable automated pause and IVR based Billing. Also, data recorded during the call is saved securely.
7. Do you follow HIPAA Compliance?
Yes, our call center software is HIPAA compliant and we also ensure only authorized agents have access to patient records and system.
8. What is average call answer time?
We usually answer calls within 15 seconds however, during peak hours, it may go upto 1 minute. If you require an immediate answering without delay, we can provide dedicated resource to ensure this SLA is met.
9. Can you work in my timezone?
Yes, we can work in your timezone. Our setup currently operates 24/7 and we have no issues working during our night or day hours.
10. How soon can you begin?
We usually require 3 business days to ensure smooth transition of support operations however, we can also start on priority, as quick as in few hours. And no we don’t charge extra for urgent on-boarding!
11. How many agents do you have?
We currently have 10 full time agents and capacity to expand to 50+
12. Which Call Center System do you use?
To ensure World Class Support is delivered, it is important to use right tools and resources. While we carefully choose resources who work for you, our call center system is a state of the art cloud based system that offers all features a call center system should have. The system is called Five9, they are a US based company operating since 2001. Please see details at five9.com
Testimonials
Extremely satisfied, communication was open 24/7. Very helpful and friendly. What I loved most about these guys is they never made the same mistake twice! They learn extremely quick
https://mybrazilianhair.co.za/
We are working with them more than a year, and they are a great partner providing Livechat support when we are not available. Thanks to them we have 24h/7days per week of Livechat support in TimeCamp! Highly recommened for anyone starting with livechat support or wanting to get it to another level.
Timecamp.com
They are fast and on point. Their agents finish tasks accurately. Any feedback we have given to them was accepted with great attitude. So far, we have worked with them for 6 months. I would recommend them to anyone who needs support agents.
Prepayrefill.com
