Inbound Customer Service

In business, getting people in the door is a key to success. Perhaps an even bigger challenge you’ll face is to keep them coming back. That’s where the importance of delivering excellent customer service comes into play.

Standard business hours may be from 9-5, but for customer oriented businesses, these times mean very little. These industries have a strong focus on client satisfaction, and having after-hours customer service support available is a great way to provide customers the service they appreciate and will continue using for a long time. For companies that primarily provide products and services to paying customers, offering after hours customer service support can truly benefit the bottom line.

After-hours customer service support is particularly beneficial for businesses who operate across wide geographical ranges. The ability to conduct business throughout different time zones is a distinct advantage, allowing you to capitalize on every opportunity and deal with items that need immediate attention when they need to be dealt with, not when you get the message the next day.

Experienced Customer Service Representative from top 500 companies. Provide World class customer service; make your business run 24/7

Service Package

INBOUND CUSTOMER SERVICE PLAN

  • Minimum of 8 hours per day per agent
  • Prepayment for 2 weeks
  • Can attend 24/7

AGENT VOLUME RATE

  • 25 agents up = $7/hour/agent
  • 15 agents up = $8/hour/agent
  • 5 agents up  = $9/hour/agent

CALL AND PROCESS FLOW

  • Agent receives a call
  • Agent uses the opening spiel
  • Agent asks how he/she can help
  • Agent listens to the reason of the call
  • Agent acknowledge the reason and understood the customer
  • Agent offer help and assurance
  • Agent verifies the customer’s info
  • Agent provide the answer and solution
  • Agent ask if there’s anything else he/she can help
  • Agent uses the closing spiel

If customer ask for Sup:

  • Agent uses the opening spiel
  • Agent asks how he/she can help
  • Agent listens to the reason of the call
  • Agent acknowledge the reason and understood the customer
  • Agent offer help and assurance

If customer declines the offer, agent will:

  • Ask the customer to be put on hold
  • Relay info to Supervisor
  • Give the phone to a Supervisor
  • Supervisor takes over the call

If customer needs to be transferred to another department:

  • Agent receives a call
  • Agent uses the opening spiel
  • Agent asks how he/she can help
  • Agent listens to the reason of the call
  • Agent acknowledge the reason and understood the customer
  • Agent offer help and assurance
  • Agent uses the transfer spiel
  • Places the call on hold
  • Make a 3 way call
  • Disconnect the call

Frequently Asked Questions

  • What type of agents do you have?
    Our agents are mostly Customer Service Representatives of Fortune 500 companies in the US for more than 3 years. These agents are highly trained to provide world class customer service and can even do up-selling. Accents are mostly New York or Neutral American accents.

  • How can I route my customers or incoming customers to you?
    If you already have your own Customer Service Hot line Number, you just have to route all incoming calls to our DID number (which we will provide you). If you do not have your own Customer Service Hot line Number, we will provide you a DID number which we will add to your invoice in an annual charge.

  • What is your payment options?
    We require prepayment and we send invoice every week.

  • What is pre-qualification or criteria?
    These are the questions that we will ask to screen and get the leads that you need. Sample of pre-qualification or criteria are: Is the prospect a renter or homeowner

  • Will you able to provide 24/7 service?
    Definitely! Even if you only have our minimum of 5 agents, we can allow them to cover Monday to Sunday 24 hours.

  • What are the capabilities of your phone system?
    Our existing phone system is reliable, secure and fast. It can receive calls from any part of the world in a crisp and clear manner. It can also record conversation and can be available anytime all the time. It can automatically route incoming calls to the first available agent/s.

  • How soon can your team start?
    We need at least a week before we will launch a team for your campaign as we still have to do the following:
    Product or Service training

    Phone system preparation and synchronization
    CRM creation

  • What do I need to provide you?
    Provision of your Customer Service Number routing and Product or Service materials for training

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(link to the Service Level Agreement)