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• Info Line
• Customer Care
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• Mystery Calls
• Telemarketing
• Lead Generation
• Up & Cross Selling
• Telesales
• Soft Collection
• Loyalty & Retention
• Event

FAQ

What is a call center?

A call center is a company specialized in communication with customers via telephone. They have the role of support for the companies that have many clients and which do not face the high volume calls. A call center offers two main types of services: inbound (when answering customer phone calls on behalf of the company) and outbound (when giving phone calls on behalf of clients). Inbound services are: customer care, infoline, taking orders. Outbound services are: telesales (telephone sales), telemarketing (promoting services or products by phone), up selling and cross selling (selling into account and the cross selling), Lead generation (generating leads), phone surveys, mystery calls, collection (debt collection), client loyalty and retention.

What is outsourcing?

Outsourcing means restriction by closing some of the organization’s functions and their transition to specialized third parties.

Why Outsourcing?

Projects outsourcing is, in current market conditions, the best solution to reduce or to control costs. There are several arguments that support the working strategy in an outsourced system: reducing staff costs, predictable budgetary planning, paying only for results, shortening the time for projects, access to specialized personnel, avoiding heavy investment depreciation, eliminating the risk of project failure, issuing internal resources and basic skills focus. The crisis has changed the market rules, high volume services outsourcing is not just a fad, it is essential to control and reduce costs. Sales must increase or keep up on a rapidly falling market. Sales people need meetings; they no longer have time for endless phone calls. The solution at hand is contracting call center services (promotion by phone, collect feedback, telephone surveys, customer support, reminders to pay, help desk etc.).

What are the benefits of outsourcing services?

Among the advantages of using external call center service one may include: implementing quick solutions without high starting cost, availability 24/24, 7 / 7, 365/365, permanent connection with customers, maintaining and improving the image on the market by promoting a client-oriented attitude, providing services in the required languages (easier access to other markets), clear differentiation of services offered by competitors, easier and efficient launching of products and services, anticipate customer reactions, lower costs than solving issues at the “Office of Customer”, monitoring clients’ demands and the way these were solved. Outsourcing means professional management of the received calls from customers or potential customers. The appeals that may represent claims or suggestions from existing customers should not be neglected. Solving complaints and keeping the customer mean 10 times less costs than those generated by attracting new customer. More often through the call center services, companies deal with the Sales and Distribution Channel Management and with the Management Process (process automation marketing or customer satisfaction analysis).

Partner or supplier?

Outsourcing is more than a mere purchase of services. It involves a great deal of confidence. The contact center service provider becomes a strategic partner for the company and gets to know intimately the customer activity. A common problem in making the decision to outsource services is the lack of confidence, the fear to disclose to a third party the domestic activities, even protected by a good confidentiality agreement. Companies should not outsource everything, but only those non-strategic activities that are time and resource consumer. It is also imperative to keep inside a management structure that enables communication and evaluate the results obtained by the specialized firm outsourcing the projects.

Need to outsource. I don’t know. How one can buy call center services?

First of all we need to clearly define the need, the project objectives, the number of targets, duration. We offer free consulting and will then explain each component of the process and its associated cost. The campaign implementation costs are incurred by us: creation of script call, defining standard reports, document completion of implementation, specialized training, final testing. We make sure that when we are fully prepared to begin the campaign, we can face any challenge.

How long does it take to initiate a campaign?

Initiating a campaign takes between 2 and 14 days depending on the complexity of the project. During this time we establish together a strategic plan, we prepare training materials and we familiarize the operators with your products and services (training project).

Do you have enough operators to handle the volume of calls?

Valoris Center has at present over 200 agents, with a work schedule of 24 / 7, who can deal with high volumes telephone calls and irregular call fluctuations. In case of need, we can supplement with 10-30 agents.

What is a call script?

Call script is a script, designed to help telecom operators to obtain maximum results by following a well defined structure, aiming at achieving a positive resolution in each phone call. Call script is created by company experts with the client company representative.

How fast do they answer?

Compared with the standard industry, the rate of abandonment in Valoris Center is extremely low; our average answer speed is 5.5 seconds. Our real time statistics show how quickly calls are answered and it is a challenge for our staff to continuously improve the response speed and to reduce drop-out rate.

How can I be sure that friendly and intelligent people answer my calls?

The recruitment process in Valoris Center is a strict one. All employees go through several stages of recruitment. Once employed in Valoris Center, they start a process of continuous training, with dedicated internal trainers. They are trained to always smile, because this attitude is felt by telephone. Quality is guaranteed by the Service Level Agreement (SLA). Due to the gained experience, we call the customer on your behalf, without leaving the impression that it is a call from a third party.

Are the calls recorded?

At the beginning of each call, the customer is notified that the conversation may be recorded. Continuing the call is under customer consent.