Our Brief

Accelerate your business, home & office with managed IT services that keep your computer systems efficient, secure, and compliant. Your search for a trusted IT partner ends here.

Consultation

Call Center Outsourcing Company in USA

The key to customer retention is good customer service. Regardless of whichever industry one is a part of, customer support is of utmost importance. Acquiring new customers is important, but holding on to existing customers is crucial.

After all if existing customers are satisfied they will help in acquiring new ones by spreading the news of your outstanding customer support services.

Every single call routed in our call center is handled by highly trained and professional CSR's who makes sure that your precious customer is satisfied, and gets the right information for all his inquiries. We are your trusted partner for Call Center Outsourcing in the USA

We specialise in the following Inbound Call Centre Services.

Answering Service
Help Desk / Technical Support
Customer Service
Inquiry Handling
Interactive Voice Response (IVRS)
Inbound Sales
Toll-Free Services
Order Taking
Multi-Lingual Agents
Up Selling
Lead Generation
Disaster Recovery
Live Call Center Agent
Social Media Support

Sectors that can capitalize on Call

Healthcare
Travel Industry
Banking
Financial
Logistics
E-Commerce

Call Center Support Levels We Offer

To get the most of outsourced IT support, we offer segmenting the support team into different levels according to the complexity of issues they are expected to handle.

L1 support

Our Call Center specialists answer questions about software and infrastructure usage, provide instructions to solve usage issues and minor problems, such as restoring access when users forget their passwords, and create user guides, FAQs, and support articles.

L2 support

We help to resolve the issues of software and network configuration, software and hardware interoperability, perform log investigation to identify root causes of problems (e.g., server overload) and fix them if enhancements at the code level are not needed. We are also ready to offer combined L1/L2 support to speed up ticket processing.

L3 support

As an option, we offer L3 support. It includes tackling complex issues on the code level. We involve software engineers who can assist with fixing defects uncovered by L1 and L2 agents.

Our Call Center Communication Channels

Customer portal

Case-tracking system

Phone

Instant messaging

Social networks

What Makes Our Call Center Services Reliable

Thorough IT background

With the profound experience in software development, QA, IT infrastructure services and more, we establish and run proactive and prompt IT infrastructure and software support.

Effective collaboration

Based on dozens of successful call center projects we’ve had, we know how to establish collaboration between call center specialists and developers, admins, the QA team, and other in-house and external professionals.

Flexibility

We adjust to our customers’ diverse and changing requirements for the size and skills of a call center team, time coverage, pricing models, and communication channels.

Focus on quality

We offer mature call center services and continuously improve their quality by knowledge accumulation and transfer, investing in relevant training of call center agents, making process changes to enhance call center KPIs, and more.

Value Our Call Center Services Bring

Having cooperated with a wide range of customers, we know how to bring value to every business by:

Improving solution adoption: your product end users are provided with prompt and comprehensive answers to their questions on software usage, which helps them to uncover and realize the full potential of the solution.

Increasing end user satisfaction levels: software issues that your clients or employees face are solved as quickly as possible, which makes your clients and employees more loyal to your software products and company.

Eliminating staff issues: since you don’t have to hire, onboard and train call center specialists in your internal team, you avoid unwanted investments and commitments to save time and money for the more relevant business needs.

Service desk outsourcing: We can do more than just setting up an efficient incident management process. We know how to provide high-quality services to end users and handle user communication, e.g., announcing planned changes to IT infrastructure components.

What You Get When Outsourcing Call Center to Us

Regular service level reports
Incident reports with root cause analysis.
Knowledge base articles on various types of typical call center requests.
User guides and FAQ.
Call center assessments based on user surveys.