call-center

24/7/365 Call Center

Listen to a Call Asnwer Sample:

Benefits

Cost Reduction

Setting up a call center requires major investments in facilities, equipment, operations, and staffing. Outsourced call centers allow these costs to be spread across many clients, who benefit by paying only for the services needed on a transactional or per-hour basis. We can also “share” agents with multiple clients. The “shared-agent” approach reduces idle time and can deliver a lower cost-per-call rate for clients.

Flexibility and Scalability: 

Call volumes rise and fall, so an in-house call center is at the mercy of periods of low volumes, when agents are idle. Outsourced call centers like ours benefit from multiple clients, which helps reduce the severity of call volume peaks and valleys. Agents can work more efficiently, and managers can schedule staff more effectively, helping reduce costs-per-call. Also, outsourced call centers have the size and staff to ramp up quickly if call volumes spike due to seasonal activity or major marketing campaigns.

Specialized Industry Knowledge:

 Customer Umbrella have a specialized understanding of call center services for certain industries. We have valuable insights and proven strategies that can only come from years and years of experience.

Dedicated “Call Managers”: 

In contrast to in-house agents, who are typically trained to handle a specific product or service, agents at our outsourced call centers are trained to handle a variety of clients’ processes. Because of this, our agents can quickly adapt to different call scenarios and present themselves as expert “call managers.” Take these kinds of skills and add bilingual fluency in German and English for example, and you can truly make effective multicultural, multichannel connections that lead to satisfied, repeat customers.

Expert Management and Support Staff

We are specialist service providers, and compete to attract the best managers and support staff with years of experience with call center operations. In-house call centers, because they may be limited to providing customer care for one type of product or service, often find it difficult to develop the type of institutional knowledge and skills necessary for top-tier customer service. At Customer Umbrella we attract and retain specialists in call-center workforce planning, quality assurance, technology support and training.

Cost Management Tools:

Our business models are typically based on costs per hour/seat, but we also provide per interaction options. To help assure call center profitability, we have invested in tools and expertise to precisely measure per-call costs. This level of cost detail is typically shared with the client on the monthly bill for services, which helps the client evaluate the effectiveness of marketing campaigns and overall operations. In-house call centers, on the other hand, often have costs that are difficult to tie specifically to every call or customer contact, which makes it challenging to manage costs and measure profitability.

“Big Data” Collection and Analysis: 

We understand the importance of capturing and analyzing call information to gain insights that will improve your clients’ processes. We have experience with multiple clients and the data generated by many marketing and advertising campaigns. Technologies that we use include in–the costs of which are spread across multiple clients–include analysis platforms that help unlock useful insights from large amounts of raw data.

Quality Monitoring and Control: 

Service level agreements (SLAs) require all customers’ calls and messages through other channels (such as email and web chat) to be handled professionally. Answer time and first-time call resolution are the highest priorities and some of the measures of call center quality. We have monitoring tools, performance assessment and improvement plans in place to ensure SLA’s are met.

Access to Latest Technology:

 We use and invest in the best technologies for multichannel customer contact. These are software tools that offer features such as cloud-based platforms, VoIP, email, web chat, SMS text and social media monitoring. The latest in contact center technology may be too cost-prohibitive for some in-house call centers. Because we have multiple clients, we can spread out the cost of these platforms.

Call Center Service 24/7, Seven-Days-a-Week:

 All customers would love to pick up a phone, send an email or jump into a web chat session and reach a live customer service representative at any time of the day, any day of the week. But that kind of around-the-clock availability isn’t a realistic in-house option for most organizations. For us, with call centers on both sides of the globe, can deliver service that “follows the sun” – and at a much lower cost compared to in-house.