| Q: |
I expect / I receive very few calls per day. Can I outsource to you? |
| A: |
Sure. Our charges & plans are suitable for a small business which may not have a large call volume but still wants to break free from answering support / query calls and focus on core objective of business growth.
We charge per month of agent duty time, irrespective of number of calls received by the agents.
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| Q: |
Your charges are attractive. What next? How should we start? |
| A: |
Step 1: The first step is to fill up the sign-up form.
Step 2: This form will help us draft a Service Contract for you.
Step 3: Accept the contract - sign and email it back to us along with the
payment.
We will start the training process which takes about 7-10 days.
In all, within 2 weeks we will be answering your customer's phone calls /
chat requests /
emails LIVE.
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| Q: |
I need to outsource, but never done it before. I am apprehensive? |
| A: |
We can understand your apprehensions and concerns!
We always request & encourage our prospective clients to discuss all aspects of business and the activity outsourced to us, with our business managers.
After some rounds of discussions your apprehensions will begin to disappear.
You will experience faith in the process and us and start to feel comfortable.
Please remember outsourcing is no magic. It's a process of taking professional help to manage a part of your business : to provide better services to your customers, reduce costs & allow you more free time for your business and family.
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| Q: |
During free time, will the agents do some other work for us? |
| A: |
We agree that you are paying for the agent and their time, but please understand that we are in the business of offering services. Our agents will offer services as per agreed terms, but they will not provide any supplementary services simply because they have some free time.
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| Q: |
Is there a minimum contract period? |
| A: |
There is no minimum contract period!
You can terminate the contract at any time with a notice of at least 30 days in advance; allowing us to restructure our resources.
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| Q: |
What are your payment terms? |
| A: |
All payments are required in advance.
Payments must be received by us before the
beginning of the month in service.
If the payments are not received, we will be forced to suspend services, until receipt of payment.
The cost of wire transfer is to be borne by the client.
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| Q: |
What is the training process? How are your agents trained? |
| A: |
Do not worry if you do not have a ready training material, most of our
clients do not. Our
training process is very simple.
Some of the recommended sources for Agent training are:
- Your website contents
- Your Products & Services Manuals.
- Your previous email correspondence with your
customers
- Any other document you think will help us in agent training.
Our Trainer gets trained first. Then he trains the agents.
After studying the above sources, we will discuss our queries over Phone
or Email to ensure complete understanding of your business.
Based on our discussions, we create a knowledgebase for our agents.
We then
start to train our agents and there are a series of group discussions
between our Trainer & Agents.
This way, in about a week, we are fully trained to Go Live!
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| Q: |
How will my customer's inbound calls reach you? |
| A: |
Forwarding your customer's inbound calls to us is very simple.
We will provide you with a DID and you simply need to forward all your inbound calls to this number. That's
it.
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| Q: |
Which Live chat software do you support? |
| A: |
We support all types of Live chat Software.
Our agents can operate all kind of chat software you have purchased or leased.
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| Q: |
What happens if the phone line is busy? |
| A: |
If the phone line is Busy, (or unattended during non-serviced hours) the calls are diverted to the voicemail. We get an email alert for every message left on the voicemail. Our agents respond to the voicemails as per terms of agreement.
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| Q: |
How do you manage Data Security & Privacy of Credit Card details? |
| A: |
We have implemented strict security measures to ensure sensitive information like credit card details / client lists etc are never compromised.
Our agents do not have access to login & password details of our client's systems.
Our systems are protected with firewalls and strong physical security. Paperless floor policy is fully enforced.
Your business is safe with us.
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| Q: |
What are the benefits I can expect from Outsourcing to CCS? |
| A: |
There are multiple benefits of outsourcing to us. Here are some of them:
- More professional & experienced handling of customer relationship
management process.
- Being experts in Customer care we have access to the latest
information, technology and proven process.
- Since we serve customers globally, we have a good grasp of
various cultures & demographics.
- Our understanding & suggestions for your business often serve as an
important 3rd party perspective.
- We have great understanding of customer psychology and their needs
at different times.
- Post outsourcing, you will have more time for yourself, your
business and most importantly your family.
- We will help you save cost as our charges are much lower than what you
would be paying locally.
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