Customer Relations

Services

Overview

We understand that your company's most important contact is with your customers. We offer a full array of services to assist you in keeping a strong relationship and reputation with those that matter most. We offer solutions to help cater to most business needs and all individuals are located in the United States and speak fluent English. We also do have bilingual individuals upon request. We pride ourselves in being able to handle the most challenging situations in the most kind, patient, courteous, and professional manner, whether it be Debt Collecting or Technical Assistance. We are here to help your company grow, ensure customer satisfaction, meet the demands required and more.

Virtual Receptionist/Operator

Provide first level phone contact, representing the company in a kind and professional manner. Provide the company with a high level of gate keeping. Answer telephone calls, take messages and/or forward calls. Schedule and confirm appointments and maintain event calendars. Enter customer data and send correspondences. Answer customer questions regarding products or services. Provide unlimited amount of administrative assistance for any clerical needs (please see Administrative Support page). Phone hours are open to the time schedule you need. Specified guidelines, scrips, and handling protocols are all customized to match your company's specific needs.

Switchboard Operator

Handle of large volumes of incoming calls. Operate a VoIP switchboard system to facilitate connections. Take and relay messages or information using preferred method of communication (email, phone, private messaging, etc.). Handle of emergency calls. Routing of all directory assistance queries to the proper departments or extensions. Provide basic information to customers as needed. Following a specified directives listing to ensure all calls are handled to the best ability and routed satisfactorily as directed. Database for all messages and information relayed for records.

Customer Relations Operator

Manage large amounts of incoming calls. Generate sales leads. Identify and assess customers' needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools (Phone, Email, Mail, and/or Social Media). Meet personal/Customer service team sales targets and call handling quotas. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.

Product/Sales Call Center

Learn the products/services offered, including the sales terms (e.g. special features, return and warranty policies). Ensure high levels of customer satisfaction through excellent sales service. Process orders via email or phone. Cross sell products. Check data accuracy in orders/service requests and invoices. Contact clients to obtain missing information or answer queries. Liaise with the Logistics department to ensure timely deliveries/services. Maintain and update sales and customer records. Develop monthly sales reports. Communicate important feedback from customers internally. Ensure sales targets are met and report any deviations. Stay up-to-date with new products/service and features.

Telemarketing Phone Center

Cold call people using a given phone directory to sell products/services or solicit donations. Answer incoming calls from prospective customers. Use scripts to provide information about product's features, prices, etc. and present their benefits. Ask pertinent questions to understand the customer's requirements. Persuade the customer to buy by demonstrating how merchandise or services meet their needs. Record the customer's personal information accurately computer system. Deal with complaints or doubts to safeguard the company's reputation. Go the "Extra Mile" to meet sales quota and facilitate future sales. Keep records of calls and sales and record useful information.

Survey Phone Services

Cold call people using a given phone directory to conduct detailed survey. Use scripts to provide information about the company requesting the survey and the reasons why the survey is being conducted. Ask pertinent questions provided in the script to obtain the individuals opinions, experience, thoughts/feelings about the subject matter. Record the individual's answers and information accurately computer system. Go the "Extra Mile" to ensure that the individual is comfortable and interested in providing information on this matter, to ensure to keep a favorable reputation of the requesting company. Keep records of calls and record useful information provided. Create reports of all findings.

Debt Collection

Keep track of assigned accounts to identify outstanding debts. Plan course of action to recover outstanding payments. Locate and contact debtors to inquire of their payment status. Negotiate payoff deadlines or payment plans. Handle questions or complaints. Investigate and resolve discrepancies. Create trust relationships with debtors when possible to avoid future issues. Update account status and database regularly. Alert superiors of debtors unwilling or unable to pay when necessary. Comply with requirements when legal action is unavoidable.

Dispatching

Receive emergency and non-emergency calls and record significant information. Address problems and requests by transmitting information or providing solutions. Receive and dispatch orders for products or deliveries. Prioritize calls according to urgency and importance. Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations. Monitor the route and status of field units to coordinate and prioritize their schedule. Provide field units with information about orders, traffic, obstacles and requirements. Enter data in computer system and maintain logs and records of calls, activities and other information.

Help Desk Specialist

Provide first level contact and convey resolutions to customer issues. Properly escalate unresolved queries to the next level of support. Track, route and redirect problems to correct resources. Update customer data and produce activity reports. Walk customers through problem solving process. Follow-up with customers, provide feedback and see problems through to resolution. Utilize excellent customer service skills and exceed customers' expectations. Ensure proper recording, documentation and closure. Recommend procedure modifications or improvements. Preserve and grow knowledge of help desk procedures, products and services.

Desktop/Technical Support Specialist

Serve as the first point of contact for customers seeking technical assistance over phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customer. Walk the customer through the problem-solving process. If/when needed conduct a web connection meeting to determine issue, or assist in resolve. Direct unresolved issues to the next level of support personnel when needed. Provide accurate information on IT products or services. Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures.