Call Center Support Services

Your brand is what defines your company. When considering customer service outsourcing as an alternative or addition to in-house support, you need a partner. You need someone who cares about your brand as much as you do. 

If your midsize to enterprise business is getting too many inbound calls — at all hours — to handle internal day to day operations, it’s time to shop for call center support services. This pool of Brand Specialists can handle your inbound calls on an as-needed basis, 24-7-365, and you pay only for the minutes of the calls that are handled.

From agent recruiting and training to call center infrastructure and quality assurance, our inbound customer service outsourcing solutions are all-inclusive, all the time. Giving your customers a seamless, friendly experience is our top priority. We do this by training our representatives to ensure they are handling each situation perfectly and delivering an amazing customer experience every time.

Call Center Support

Your brand is what defines your company. When considering customer service outsourcing as an alternative or addition to in-house support, you need a partner. You need someone who cares about your brand as much as you do. 

Talk to a Call Center Expert

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    Call Center Outsourcing Expert

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Knowing your call volume will be the first step in helping your call center support determine if the shared option is best for your situation.

Here’s what you need to know about outsourcing your calls to a shared contact center.

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LIVE REPS SHARED ACROSS ACCOUNTS


In the shared model, the call center Brand Specialists that are working on your account are “shared” among several other brands, businesses or accounts.

We handle inbound calls from your customers as well as the other clients 24/7/365.

The shared option of call center services is best suited for companies that are generating orders by web promotions, print, email or direct mail.

The shared option enables you to take orders from your customers any time they call.

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KEEP YOUR BUSINESS STRATEGY SIMPLE


Using the shared option for call center services can often be less expensive than taking orders in-house and having your agents waiting for the phone to ring while getting paid hourly.

Companies that can best contain their costs usually have customers who know what they want when they call in, are somewhat familiar with the ordering process, are ordering one or two lines of product and are offered a limited number of products, colors or sizes so the decision-making process is more efficient. 

Additionally, for the shared model to work for both the client and the customer service outsourcing provider, calls should range from 3 to 6 minutes.

If this describes your contact center needs, then the shared group for call center services could be the best option for better supporting your customers.

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WE USE YOUR WEBSITE FOR SERVICES


Our shared call center outsourcing services will also have the Brand Specialists enter the orders directly into your website, so you get the orders in real time.

Additionally, the orders to be filled will be going through one uniform process.

This eliminates the need to merge two or more order management and reporting systems into your in-house system.

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PAY ONLY FOR THE CALLS THAT ARE HANDLED


When using call center outsourcing services, you should expect to pay a fixed by-the-minute price for shared services.

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STEP 1: DETERMINE YOUR AVERAGE CALL VOLUME


Start by determining your call volume: knowing your call volume will be the first step in helping your call center determine if the shared option is best for your situation.

To start, pull reports of historical call data.

To prepare yourself, the key questions will be: On average how many inbound calls are you receiving per month?

What are the call arrival patterns?

What part of the day or week generates the most volume?

Are there any spikes due to seasonality, new product introductions or promotions?

Next you will need to determine your call type.

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STEP 2: DETERMINE YOUR AVERAGE CALL TYPE


How many hours will be required to adequately train the agents to understand your brand, be knowledgeable about your products and be able to take an order and navigate your website?

As a rule, if your calls are less complex such as taking orders and entering them into your website, then shared Brand Specialists will be the best option.

The shared model of customer service outsourcing is often the right choice for companies with smaller call volumes, simpler calls and tighter budgets.

For companies with higher call volumes and more complex calls, a dedicated team of Brand Specialists offers a wide range of benefits, including a branded, personalized customer experience.

Explain your needs to the prospective call center outsourcing service provider, and they’ll be able to give you good advice on which model is the better choice for you. With Global Response as your provider, each of our outsourced call center support services that we have developed is customized to your business needs to create the best outcome. Contact us today.