We are part of every company with whom we create and improve online services

CALL CENTER

If you have managers who work with clients, this is already the first step to making this service useful to you. The team has experience working with all business niches and we know exactly how to set up processes to serve customers and increase sales.

Why do you need Call Center services?

To process a large number of requests

For handling peak loads

Gain control at every level of cooperation

WHAT WE DO

We are getting acquainted with your request
Prepare the timing for the launch of the line(s)
Select a team for the start: a manager, a supervisor, and operators
We study all the necessary materials for our work. We prepare materials for training, and if necessary, conduct it.
We supplement or create a conversation script from scratch
We check employees at all levels before the start of the line
We agree on the indicators for measuring the result of each week at the start-up stage, reporting and other aspects

WHAT WE NEED TO GET FROM YOU

Filling in the checklist according to the specifics of the company, project, lines
Providing all the necessary materials for the work of the line and managers
Designate someone responsible for communication on your side
If necessary, training and verification of personnel
Providing all necessary access for the line and employees
Set expectations for the results and the timeframe for achieving them.

WORK WITH PROFESSIONALS IN YOUR FIELD

By cooperating with us, you will receive

Saving time on searching, recruiting, and retaining staff

Reduce adaptation, training, and salary costs

Improve service and sales performance by monitoring metrics and taking action to improve them.

You get timely feedback and a full analysis of both line and project performance

Increase profits through proper management and execution of plans

Grow with new approaches and improved processes

CASES

Online English school

Selling a course of study and invitations to marathons.

What was done?

Conducted a broad analysis and identified the main errors in the work of the current customer department.
Built a procedure of joint co-operation with the customer’s team, distributing areas of responsibility and thus increasing the number of customer touches, which had a positive impact on the expansion of the funnel.
Carried out customer calls to identify the need for services and passed the data to the sales team for further communication.

What results did we get?

Increased conversion rate from 37% to 52% per month.

Dental clinic

(contact centre from ‘Zero’)

What was done?

Created algorithms, instructions, scripts, reports, motivational charts, scales and call routes at a technical level.
Selected telephony and CRM.
Helped in forming criteria and algorithms for staff interviews.
Trained staff in basic telephone skills and sales basics

What results did we get?

35% increase in visits after 2 months.
Engaging our team gave the company 95% line availability from day one of operation

FMCG Direction

What was done?

Set up a remote sales representative as a source line
Started the input Line of taking orders from outlets and selling the company’s products.

What results did we get?

30% money saving, 98% fulfilment of sales plan

Direction e-commerce

What was done?

Servicing of incoming calls from the customer’s clients, order placement, assistance in selection of goods, consultation on any issues. Parallel work with the Customer’s internal 50/50 call centre was built.
Started outgoing Order Confirmation Line with additional sales function.
Conducting NPS survey of the Customer’s Clients

What results did we get?

100% coverage of possible losses in case of the Customer’s internal call centre outage
Support of additional load, overlapping of peak calls
Customer’s ability to plan large-scale marketing programmes without fear of losing calls
Joint work of outsourcing and in-house KC without loss of quality and service indicators

International projects

Educational project (country: Slovakia)

What was done?

Launching the initial referral with the aim of Informing about the availability of the educational programme and the possibility to take advantage of it.

What results did we get?

Worked with 5 different bases in a clearly regulated time frame. Repeated co-operation with the Client.

International projects

A company collaborating with the world’s largest company in the e commerce platform market (country – USA)

What was done?

Launch of the initial English-speaking line in order to increase the number of users of the Customer’s services on the territory of the USA
Built work with the cold contact base, made changes in the scripts of conversations in order to increase the interest of potential Customers to the Customer’s services, warming up the Customer to cooperation.
Built parallel work with the Customer’s department, which worked directly on the territory of the USA.

What results did we get?

Increase in conversion from 1 day of cooperation in 2 times
The Customer was able to increase the base of potential Customers and focused the work of the internal department on warm leads.