How will the agents get trained to support our product or service?

We will organize remote training sessions with our agents. Our agents will study and understand everything about your product or service and support requirements. Our agents will also learn about the possible scenarios and the type of questions they will encounter while supporting your customers. We will be thoroughly prepared to handle your customers before we start on your project.

How do we get started with you?

Getting started is a simple 3 step process.

We assign the most appropriate call, email or live chat agents based on your project requirement. You will also be assigned a project manager. The project manager will be your direct contact.

Our agents will get trained on your product or service before starting your support. We will organize the training sessions through remote sessions and conference calls.

We will arrange a local phone number (if phone support) for you to transfer your calls. For live chat and email support we will get the appropriate login information from you. We are now ready to handle your support.

We are a start-up company. Will you work with us?

Absolutely. We are happy to work with start-up companies and small businesses as much as we love to work with large corporates.

How long will the training last?

Training duration entirely depends on the complexity of your project and process. It might last anywhere from few hours to few weeks. We can record all the training sessions and store them as video files for future use.

What call center technologies do you use?

Our customer care agents are familiar with all popular call center technologies, software and tools. We can also work on any custom tool or software that you use.

Can you provide remote technical assistance to our customers?

Yes. We can connect to your customer’s computer using remote connection software and provide technical help, installation support or trouble shoot.

What reports will I get and how frequently will I get them?

We send call logs, timesheets and other custom reports based on the type of project. We can send these reports on a daily, weekly or monthly basis.

What are your billing terms?

We bill at the beginning of each month for the work that will be done during that month.

How do you guarantee my data security?

We have implemented comprehensive data security measures to protect the confidentiality of your data and information. Our systems, servers, network and offices are protected by bank grade firewalls and security systems. Our elaborate security measures guarantee your information confidentiality.

Can you work with the software that we use in our company?

Yes, we can work with any software that you would like us to use. Our agents are familiar with most of the popular commercially available customer care software. If your software is customized or proprietary and unfamiliar to us, we will learn it within a few days and start using it for you.

Can I get call recordings?

Yes, we can send you the call recordings on a daily, weekly or monthly basis.

How do I transfer my calls to you?

We will setup a unique phone number with your local area code. You will just have to forward your calls to this number.

Can you do outbound telesales on a no-win no-fee basis?

No. We do not undertake outbound sales projects on a no-win no-fee basis, as sales success depends on many factors. However, we are happy to provide you highly skilled outbound telesales agents on a fixed monthly fee basis. You can even interview and select our agents.

Can I pick and choose the hours for which I need support for?

Yes, absolutely. You can use our service during your business hours, after hours, weekends only, 24/7 or any other custom scenario specific to your company.

How will you ensure my customer satisfaction?

Our psychology based customer care approach is unique to the customer care industry and is geared towards achieving customer delight. While most companies merely focus on customer satisfaction we take one step further and aim for customer delight.

We are able to attaincustomer delight because our agents quickly understand the mood of a customer and personalize the service accordingly. We do not simply follow the same mundane script and same approach for every customer care scenario. This personalized approach to customer care ensures customer satisfaction and delight.

How will you handle our seasonal call/email volume spikes?

We will assign additional agents to handle your volume spikes.

Can you forward phone calls to our office?

Yes, we can forward phone calls to your office. You can set rules on which calls need to be forwarded and we will follow it.

Why should I choose your service over other companies?

We are customer support specialists and we have honed our skills for over 14 years working on numerous types of customer care projects. We carefully hand-pick our agents grading them on work ethics, can-do attitude and customer satisfaction focus.

All our agents undergo rigorous training on your product or service plus mandatory customer psychology training before commencement of any project. Our meticulous training processes, strong customer satisfaction principles combined with our knowledge and understanding of customer care makes our service a very attractive choice for you.

Can you use and follow my customer support script?

We are happy to use your script for supporting your customers. You can supply the script for phone, email and live chat. We can also suggest modifications to the script based on our experience.

Can I use your company just for overflow calls?

Yes. You can use our service just for overflow calls, after hours support, weekend only support or any other custom scenario.

Can I engage your service only for a short term? (for example, event registration)

Yes. We are happy to work with you on short term projects. Just contact us with your requirements and we will give you a custom quote.

How long will you take to start the service?

Smaller projects using shared agents or onesthat need less than 3 dedicated agents can be started immediately. Medium size projects which need 4 to 20 dedicated agents can be started within 3 weeks. Larger projects which require more than 20 agents can be started in phases, within 4 to 6 weeks.

How will you handle a difficult customer?

Our agents undergo special customer care psychology training to handle every type of customer. We know that every customer is different. They will be in different moods when they contact customer care. Their moods could be confused, sad, upset, angry, neutral, happy, ecstatic and so on. Our trained agents will understand their moods easily. Because we understand them better, we can better serve them. This is how our agents are able to handle even the most difficult customer with ease.

What are your service cancellation terms?

Shared agent projects: We work on a 60-day cancellation policy. We want to give the flexibility to our clients and do not believe in long term tie-in contracts. You can cancel our service anytime during the contract through an email or phone call with a 60-day notice. It is simple and easy.

Exclusive agent projects: We work on a fixed 6 or 12 month terms. If you want to continue the service beyond the agreed upon terms, you can let us know 30 days in advance.

Where are your customer care agents located?

Our customer care agents work from our offices in multiple international locations. The agents at our Philippines and India offices support English language. Our eastern European (Ukraine) office supports Spanish, French, German, Italian, Egyptian and Russian. Our central American (Belize) office supports bi-lingual Spanish and English. We also employ a few customer care agents from USA and UK (based on specific customer requirements).

Do I need to pay extra for the long distance charges?

No, you do not have to pay extra for long distance charges. Just transfer your calls to the local area code number that we will provide you.

How will you handle multiple calls/chats at the same time?

Just choose the appropriate pricing plan that will cover multiple calls/chats at the same time.

How will you ensure quick resolution of tickets/support calls?

First call (or ticket) resolution for every scenario is our goal. Our experience helps us to structure the customer care process towards achieving first call resolution. Our agents will quickly identify and immediately segregate the core-issue, follow it up with a sequence of steps to resolve the issue on the first instance.

Can you call back the customers who have left a voice mail?

Yes. We can call back the customers.

How many different languages do you offer support?

We can handle support for you in multiple languages. Our supporting languages include English, Spanish, French, German, Italian, Arabic, Turkish, Russian and Ukrainian.

I need a large team to handle our customer care. How quickly can you start?

For large teams which require more than 20 agents, we will be able to start the project in approximately 4 to 6 weeks. Contact us with your specific requirements and we will provide you a custom quotation along with the exact timeline.

What strategy do you use for sales conversions?

We use a unique strategy on your customer care projects that involve sales, upselling or cross-selling. Our 3 pronged sales strategy uses Attraction, Conversion and Consumption principles.

Attraction: attract the customer with delightful service (prompt attention and quick resolution)

Conversion: win additional sales by Introducing your product or service at the most opportunistic moment.

Consumption: get the customer to consume through regular follow-ups (and win additional business or referrals)