Inbound Customer Case Study
We are currently contracted with an D-tech info telecommunications service firm to handle their inbound service for technical support, cancellation and complaint calls.
CCI's key responsibilities include the following:
Upon an incoming call from the company's main Toll Free Number, our operator would log on to our secure website designed for this purpose, so that he or she can enter the information obtained from the caller into the appropriate fields and submit it to us.
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Greet the caller in a courteous manner according to the time of day.
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After caller explains the reason for the call, get callers name, company name, billing telephone number and enter them on company's secure website. At this time, we also have to enter in detail what the caller is requesting.
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Answer any questions caller may have.
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In case caller has a question that we did not provide the answer for we will have to apologize and tell caller that you are unable to answer that particular question, but a supervisor will be more than happy to help.
Agent will then transfer the call to the supervisor who is based in USA, through a virtual PBX system that CCI is using.
Calls would be routed to our US land line number from Monday through Friday between 8:00AM to 6:00PM Eastern Standard Time.
Call volume is between ~200-300 calls per day. The length of an average call is 4-6 minutes. Agent's sole obligation is to interact with the callers in a courteous and professional manner and relaying their requests to the main company.
We deal with any complex technical support issues and all inbound calls are not of simple and straightforward nature. The nature of these calls dealing with the callers can be very challenging at times and require a lot of patience from the agents.
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