We have systems in place to prepare your business for success. Once we have discovered everything about your business, we develop a solution that fits your unique needs. Our consultative process ensures that your business is set up for success.
We want to know more about your business. Depending on the complexity of the account, we may ask you to provide a knowledge base of technical manuals, product guides and/or frequently asked questions. If you have your call history, knowing your typical call volume will help us with planning. We will ask you how you intend to advertise and other questions to fully understand how your account will be used. The more we know, the better we can assist your callers!
Time for us to study and analyze the materials you have provided. For complex accounts, we will distill information into an “if/then” answer tree that accounts for all foreseeable outcomes. If this is a high volume account or you anticipate bursts of volume because of media promotions, we will study your call history and/or media plans so that we are staffed accordingly. We make sure to plan all foreseeable situations so that our call center agents can be successful when they are interacting with your customers.
At this point, all of the information gathering and planning comes together to develop the best script with answer tree solutions for our agents. While our experienced and well-trained call center agents are sure to delight your callers, a well-developed call script is key to the success of the agent-caller interaction.
With 60 years of answering service and call center experience behind us, we make sure the accounts we create are thoroughly tested and working correctly before any live calls are received. Accounts are reviewed by managers, trainers and agents so that we know there will be no issues when we start taking live calls. We want to make sure you are happy before we make your customers happy.
This is it! All of the learning, planning, creating and testing is done and it is time to do what we do best, take calls! Our U.S.-based, experienced agents execute the well-developed script and focus winning you more customers, delighting your callers and launching your business forward!