Inbound Call Centre Services
As communication technology continues to evolve there is one fact that will never change. People will always need to speak to people. Companies now recognise that outsourcing their inbound call handling can be easier than having an in-house inbound call centre whilst also offering greater flexibility and cost savings. iSource has inbound call centre infrastructure capable of facilitating corporate call centre setups with varieties of options tailored to your call centre needs, capable of offering customer contact 24hours a day 24x7. iSource serves to serve you with your infrastructure needs while you concentrate on driving your business.
iSource can setup and manage ranges of managed options based on your outsourcing needs. In particular we are able to cover in whole:
- Media Response (DRTV, Radio , Press , Direct Mail)
- Customer Helplines
- Customer Information and Support Lines
- Telephone Order Lines
- Dealer and Branch Look Up
- Donation Lines
- Internet Response
- e-commerce
- Fulfilment
- Disaster Recovery
Outbound Call Centre Services
Without doubt the telephone is the most cost effective means of precisely targeting your prospects. Its pro-active, interactive, fast, widely available, easy to use and delivers high conversion rates.
Our outbound call centre telephone operatives are part of a close knit team of well trained and experienced professionals. It's their task to help increase your sales, test new markets, follow up mailings, clean your database, build relationships and ultimately boost your business.
iSource outbound call centre like to talk your language. We are experts at making outbound calls on your behalf and helping you achieve profitable and long term relationships with your customers. Before commencing any work, intensive preparation and planning is undertaken in consultation with you the customer. We will then implement a strategy that parallels your requirements and sets in place a tangible tool to measure success.
iSource has onboard experienced Sales specialists with considerable experience in direct marketing and outbound calling experience behind us our philosophy is to test, test and test again. Getting it right is important to us. Our success is judged by our results.
Our Outbound call centre services include
- Direct Sales
- Sales Lead Follow Up
- Lead Generation
- Appointment Setting
- Information Gathering
- List Cleaning, Conditioning & Mining
- Event Building
- Market Research
- Seminar & Conference Booking
- e-Commerce
- Welcome Calls
- All Aspects of CRM
Profile
Today Outsourcing Call Center is at the forefront of every organisation's agenda. New IP-based Outsourcing Call Center technology options enhance the ability of outsourcers to comply with the new regulations. In addition, questions and doubts about whether a company's invaluable customer contacts could be successfully handled by Outsourcing Call Center often halt the process of considering outsourcing in the first place. In some opportunities, persuasion alone cannot overcome the objection. New technology also helps outsourcers to develop business models that address these concerns in new ways. In addition, the software-intensive nature of these platforms is opening up ways of doing business with their suppliers that are especially attractive to the Outsourcing Call Center.
Although Outsourcing Call Center services are increasing day by day with respect to nature and scope but some of the main Outsourcing Call Center Services are:
- Reservations
- Sales Calls
- Web Support
- Customer Service & Care
- Web-based Customer Service
- Customer Retention
- New Customer Acquisition
- Market Research
- Welcome Calls
- List Management & Data Washing
- Order Processing
- Catalog Orders
- Consumer Response
- Help Desk
- Toll-free Response
- Direct Mail/TV Response
- Print Media Response
- Seminar/ Trade Show Registration
- Inquiry Handling
- Email Management
Undoubtedly updating technology can revitalize the Outsourcing Call Center industry, because new IP-based contact center platforms have many advantages. They can make In-sourcing and Co-Sourcing feasible and cost effective alternatives for prospects that are understandably reluctant to give up control of customer interactions. IP-based platforms also facilitate Outsourcing Call Center application integration and the use of offshore agent resources, and enable universal access contact centers that are open to Internet and e-mail callers as well as telephone callers. Finally, since almost all the cost associated with IP-based Outsourcing Call Center platforms resides in the software, the new technology opens the door for win-win scenarios in which outsourcers pay only for what they use.
Methodology
- 1 - We will respond to customers enquires by sending details of our capabilities
- 2 - Understand requirements through phone conversations, video conferencing and meetings
- 3 - We would setup and specify call center agents and engage the customer to pre-qualify our setup.
- 4 - Pilot project would commence to engage functional requirements and lay the boundaries of needs and wants.
- 5 - Train and customer certify agents on the mode of business
- 6 - Price finalisation and execute call centre platform
iSource can facilitate on various fronts from email support, order taking services, or even answering thousands of calls a day. iSource can manage your calls during calls, after hours, peak time Over-flows. iSource can facilitate with multiple add-on services including credit card processing, order fulfilment, toll-free numbers and agreed requirements.
From your website support for 24x7 operator service, to any kind service, iSource has SLA’s to manage occasional calls and company specific requests, like call forwarding. Membership renewals, caller applicant screening, appointment taking, it’s all possible.
Why iSource
iSource endeavours to display its strengths in the following area:
- End user / Customer Satisfaction
- Optimized support processes that deliver focused, end user-centric technical support.
- Operational Efficiencies - Their effective use of knowledge management tools enhance productivity.
- Cost – iSource is able to leverage costs by its semi-large and ever growing infrastructure and embrace a service delivery model.
iSource is Specialised in many disciplines of call centre operations including the following:
- iSource Development Services, Solutions support
- Desktop/Server/Network products and Applications
- Productivity/Graphics/Collaboration/Groupware applications
- Devices (Peripherals, PDAs)
- Wireless (Modems, Services, Applications)
- Operating Systems
- Web authoring and publishing tools
- Access (Dialup, Broadband)
- Email/Browsing/Other Internet applications, services and utilities
- Ongoing initiatives to build expertise
- Third party certifications
- Train the Trainer
- Simulating customer/user environments
iSource is able to deliver on the following fronts through many means of effective communication:
- Telephone
- Remote Diagnostic and Collaborative browsing tools
- Chat
- Email
- Self-help resources (which utilises a Knowledge management framework using advanced technology)
Our competitive price structures are customized, based on the following factors:
- Term of contract
- Call volumes
- Type of program
- Agent skill level requirement
- Complexity of projects
The costs of customized reports, training and set up are free of cost.
Our prices range from £5- £8 per hour per person for non-technical processes.
For technical processes, our prices range from £6 - £9 per hour per person.
The rates can be based on different criterion:
- Per Closed Incident
- Per Interaction / Contact
- Per Talk Time
- Per Resource Deployment
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