Q1: We want to setup a call centre but the associated costs towards space, technology, staff etc. is very high. Is there an alternate where the professionals can handle our contacts?

Answer: The Contact Centre offers you access to the cutting edge technology with no capital investment. The trained multilingual staff is available to handle your Outsourced Contact Handling.

 

Q2: Our customers have different preferences, most of our customers prefer telephonic interaction, some prefer contact by email, while some of them want to communicate by facsimile. Can we help our customers by using their preferred channels?

Answer: The Contact Centre offers multiple communication channels, including Telephony, Faxes, Email, Online Forms, Text Chat etc. The contacts can be handled using their preferred communication channels.

 

Q3: We encourage our customers to purchase online through our web site, but our customers avoid online purchases. Can we offer them help in e-shopping while on-line?

Answer: With the help of The Contact Centre, you can minimize abandoned shopping carts and aggravated customers by offering Internet Live Chat and Escort Browsing. Our CSRs are trained to guide and help your customers visiting your on-line store.

 

Q4: We get calls after-hours and during weekends from our customers, but we cannot handle because of the headaches and costs associated with the additional staffing requirements. Can someone handle these calls and register orders?

Answer: The Contact Centre can serve your customers 24X7, after hours, weekends, or any combination you need. Your customers expect round the clock availability. We can help you capture those sales opportunities round the clock.

 

Q5: We want to launch an advertising campaign, but this will likely result in a spike of incoming calls. We don't have resources to handle the increased traffic. Either we have to give up the campaign or wait until we hire additional staff. Is there another alternative?

Answer: The Contact Centre can professionally support your product(s) and marketing plan. We are prepared to offer inbound call handling at short notices. You will not need to worry about additional staffing and space.

 

Q6: We want to offer Automated Hosting Service over IVR, where we can also generate revenue on received calls. The required hardware is very expensive and it will take very long to launch such service. Is this possible that someone handle this and ensure the collection of revenue?

Answer: The Contact Centre can setup Automated Services on Revenue Sharing basis, where callers can be charged on premium rates or IDD rates and the revenue collection is guaranteed.

 

Q7: We have several branches throughout the UAE. We want to have one telephone number to remember, where our customers can call and select the nearest branch. Can such calls be routed to the required branch without dialing again?

Answer: The Contact Centre can customize a solution to meet this Call Hosting and Routing requirement at a minimal investment. The IVR (Interactive Voice Response) can handle calls on a telephone number of your choice and route the calls to the required branch with no need to disconnect and dial again.

 

Q8: We are convinced to outsource the call centre business but we have very sensitive information which does not allow us outsourcing to a third party. Is it possible to acquire space and technology and use our own staff to handle our calls?

Answer: The Contact Centre offers Managed Facilities option, where space and technology is offered on rental basis and you can bring your own staff and database to support your customers.

 

Q9: We have a database of 20,000 potential customers. With available staff, it will take 4 months to make telesales calls. Can this be done in shorter period without hiring more staff?

Answer: The Contact Centre can conduct Telesales campaigns on your behalf and trained Telesales staff can call your potential customers. Any required number of contacts is met in shortest possible time.

 

Q10: We want to conduct a market research / survey on a regular basis. Is it possible to outsource outbound calls to a third party?

Answer: The Contact Centre can handle Market Research Campaigns and neutral results are guaranteed to help you evaluate your product / staff.

 

Q11: We have our own call center in operation but the capacity available can not cater the calls during peak hours. It is very expensive to expand the capacity of our call center by increasing space and staff. Can someone handle the traffic above and beyond our capacity of our call center?

Answer: The Contact Centre offers Overflow Call Handling, where the overflow traffic can be handled according to your set requirements. Your customers will not even know that the call is being answered outside your premises.

 

Q12: We operate a call center but have no arrangements for disastrous conditions. What will happen in case of an emergency / disaster when it is not possible to operate our call center?

Answer: The Contact Centre offers Disaster Recovery arrangements for other call centers. In case of a disaster / emergency, the calls can be handled at the Contact Centre until your call center is back in operation.

 

Q13: We want to build our own call center but we are not sure about the technology and capacity to suit our requirements. Can some professional company help us in evaluating our business needs and recommend the best available technology?

Answer: The Contact Centre has experience in setting up a huge call center solution. The Call Centre Consulting services are available for those interested in building own call center.