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Advantage Communications offers a multitude of outsourced call centre services which utilize expert representatives and leading telephony technologies. Solutions are customized to meet your unique project requirements.
| New 800 Number |
We will supply you with a new 800 number. This is ideal if your customers have been calling a local number. We have 800 numbers available for immediate setup.
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| Existing 800 Number |
If you own your 800 number you can forward the calls from your Telco directly to Advantage Communications, or preferably you can terminate the number directly to our PBX. This will reduce your toll costs.
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| Vanity 800 Number |
Vanity numbers such as 1-800-4MY-NAME are easy to remember and are great for sales industries. All you have to do is send us what you’d like to have your in your phone number and we’ll take care of the rest at no additional charge to you!
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| Route calls to Advantage |
If you currently have phone system and you want to continue using we will give you a local number (DID) to forward calls to us.
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| Customized IVR Menu |
The Interactive Voice Response Menu (IVR) is the first thing the customer will hear when they call. For example “Thank You for calling ABC Customer Care, for sales press one or for support press two.” The IVR menu serves two purposes primarily it’s used to route your calls to the correctly skilled agent, and second it can be used to provide reporting by department.
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| Time of Day Routing |
This very powerful option allows us to take calls only during the times you specify, for example if you require after hours support we can open our lines when your office closes at 5PM, and remain open until the next day. We can also close and open the line by day, for instance if you want to us to take your calls on weekends and holidays we can do that too. This gives your customers seamless support, and allows your in-house staff to work a regular schedule.
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| VOIP Phones |
Our VOIP software will allow your staff to work anywhere in the world and take customer calls. Using our VOIP software enables you to report on your in-house employees using the same techniques as we use. You will be able to track employee productivity instantly, call statistics such as Handle time, Not Ready time, and Availability time, will become available to you. If you’re unsure of why those statistics are important then you may be paying too much for support. We can show you how to operate an efficient helpdesk.
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| Real Time Reporting |
If you have more than eight dedicated agents with Advantage Communications then we will automatically include real time reporting. This gives you an inside view into our call centre. You will be able to see exactly what your dedicated agents are doing in real time using the same software as our own managers. This will also include real time queue displays, you will know at any second of the day exactly how many customers are waiting in queue and exactly how many agents are on call. This is the high-end reporting available from Call Centers and with this option it becomes available to you.
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| Voice Support |
By far the number one preference by customers is voice support and it is essential for most small and large industries. Each of your calls will be greeted using your company name. Our standard support package guarantees 80% of your customer calls will be answered within 20 seconds.
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| Email Support |
Our emails are tracked using similar reporting as our voice support. You can report on how long each individual email waited before receiving a response and how long it took our representatives to prepare the response.
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| Text Chat Support |
Our chat support also offers the same detailed reporting as our email service. The web-based chat application can integrate seamlessly into your website.
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| Outbound Services |
If your objective is to increase sales via a customer lead generation program, or to conduct marketing research, we can provide you with a cost effective and proven solution. Acting as your strategic marketing partner, our team of professionals will develop an outbound program tailored to your specific marketing and customer service objectives and budget.
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| After Hours & Overflow Staff |
Do you have difficulty hiring positions for a particular shift or are you overwhelmed with customer support during various times of the day? We can offer a customized solution for you. Calls can be routed to your office during your regular business hours and when you are no longer available calls will come to our support center. Depending on your needs we can offer various kinds of support to your customers after hours, we can offer full customer care or act as a basic answering service. Overflow call volume works in a similar way, once your team is busy new calls can automatically divert to our agents. Our most popular solutions for after hours support is taking full support calls during 5PM and 8AM, and all day on the weekends.
This option is also very popular for our NOC clients. We can assist customers with basic problems and eliminate false alarms to system administrators. Once we have identified a legitimate issue we will then alert the proper administrator.
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| Shared Staff |
Our support is available 24/7/365, our center never closes. Our shared resources receive the same level of quality as all of our other products each call is greeted with your company name, and are recorded into Resolve CRM, allowing you to see what took place during the call instantly. This service is heavily managed; we have one supervisor per ten employees, and several project managers to oversee your customers satisfaction. We also have a dedicated quality control team which monitors every employee multiple times each week to ensure the highest of quality standards. Our shared representative environment is one of our top selling services.
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| Dedicated Staff |
If you have very specialized requirements we can offer our dedicated staff. Our dedicated solution is 100% customized to your needs. You choose every single aspect of the solution, from how many agents are required, to when they work, how much training they receive, and more. You can dedicate as little as one agent to as many as you like to your project. When you choose this solution Advantage Communications will provide you with reports and the recommendations you need to make your decision. We will also assign necessary management pending the size of your project. You will be given full contact with your dedicated staff. In addition to all this if you have eight or more dedicated employees we will give you access to see everything that is happening within your queue in real time. This web-based display is available to you anywhere and is updated instantaneously. Up to the second outsource management has never been so easy.
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24/7 Support
Get help when you need it! We offer free 24/7 phone and email support with all service contracts.
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