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Call Center Management

 

Call centers are a vital part of every customer focused business. A flawless customer service coupled with a diversified and dynamic business attitude is the key to success in this age of competition. This is what has led to the need of call centers that have managed to create a niche for themselves over time.

 

Talented and dedicated professionals from India form the star team of Abacuss that caters to all offshore needs. Their talent and training is what adds to our services, which promise to focus on constant deliverance of world class quality. State-of-the-art technology provided at our centers is what makes us a company to reckon with.

 

Our gamut of services includes:

  • Low cost on per-call / response basis
  • 24X7 customer support services
  • Reduced turnaround time
  • Reduced time to market
  • Excellent quality and consistency
  • No extra infrastructure cost
  • High-level of call pickup / customer response
  • Best of customer care professionals
  • Highly systematized and professional style of working.
  • Zero overheads on customer response. Activity within your organization
  • No cost overruns; since the entire service will be operating on a fixed charge basis
  • No infrastructure requirements at your end, since call-center is owned and managed by us
  • Ready-to-start resources with absolute minimum setup time
  • Use of latest technology in telecommunications and customer-care
  • Top 400 growth companies declare they are outsourcing several business functions.
  • The user typically realizes cost savings of 25-40 percent.

 

Abacuss Strategy
We have formulated a strategy that aids in mushrooming call centers and increase their productivity as per client and their business needs.

 

Before Calls
A project manager is designated at the onset of the project. He heads the project and is in constant contact with the client to thoroughly understand their business needs. Based on the product and domain information provided by the client a script is prepared. On attaining the approval of the client the script is passed on to the call agent along with the product information to understand the business need.

Test Calling
As soon as the script is decided upon an in-house testing of the product is conducted. Objection handlers and FAQ's are handed over to the agents for effective result oriented calling to the customers. Mock calls our facilitated to ensure quality before any call agent goes live on a call.

 

Call Monitoring - During Calls
Our quality department monitors the calls at every stage, verifying and cross checking the calls at every stage. Team leaders do a thorough floor monitoring along with the agents to ensure high productivity at all times. Remote call barging is conducted without the knowledge of the agents to identify training needs of agents if any.

 

Call Analysis
Every call is analyzed to further understand the response received from calls. This not only helps in judging the work quality but also helps in understating and restructuring the calls if required. Furthermore it also aids in identifying skill sets of the call agents.

 

Call Center -Business Development
We also offer business development services to call centers in India, while also assisting them in placing outbound/ inbound campaigns in these companies based on their inherent skills.

 

Our diverse gamut of services includes:

  • Acquiring the right campaign
  • Selecting the right company
  • Due diligence of the call center
  • Training
  • Process transition & handholding
  • Call Center Evaluation
  • Strategic Planning
  • Requests for Proposal Development
  • Contract Negotiation
  • Program Design
  • Program Implementation
  • Script Creation & Upgrades
  • Teleservices Rep. Training
  • Report Design
  • Multiple Call Center Coordination
  • Ongoing Program Management
 
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