FAQ’s Call Centres
Please Note: We get lots of differing questions about call centres. The list would run into hundreds if we listed them all. Below are the most common questions we get asked. We recommend you to contact one of our specialists in the first instance who will be able to answer your questions directly and much faster than surfing websites, or reading brochures.
Q: What types of call Centre equipment do you supply?
A: We supply all types of call centre equipment to support outbound telesales to inbound service centres. We can supply hardware, network, IT and Software or any mix of each. We can even write your tender documents if you are thinking of outsourcing.
Q: Taking the decision to introduce a call centre is a big step for us, what do you advise?
A: The secret is to understand your business and make your customers central to your business. There are many stages to reach your ultimate goal and it is very important that you introduce measurement tools to monitor so you can "tweak" its performance. As no two call centres are ever the same, please contact us for an informal chat and we can help you structure your approach.
Q: Can I have call centre staff making and receiving calls from home?
A: Yes. Many companies now opt for this approach to retain skilled staff. You will have the same features available as you would if they were sitting in your office. The ability to record all calls and measure call answering time, and calls per hour etc., will help you to measure productivity levels.
Q: What are the disadvantages to having staff working at home?
A: None, but most companies extend their company policies and we can help here too. Group or team working and training are some of the simple ways to keep motivation levels high.
Q: I have already spoken to several call centre suppliers, how are you different?
A: The good thing is you now have a reference point for comparison. We expend most of our assessment time getting to grips with your business, your marketplace and your call centre objectives. We know our competitors like to talk technology, about size of CPU, processing speeds and software levels…we are confident we will be a positive change for you.
Q: What is a virtual call centre?
A: Traditionally, you would have purchased your own hardware, software, network and IT. You would have maintained it at your premises and needed internal technical expertise to ensure it remained operational. A virtual call centre means the technology is located and managed outside your premises, but you have access and connection to the facility.
Q: I already have a call centre, can you help me upgrade?
A: Yes we can.
Q: How much do call centres cost?
A: They cost anything from £3,000 upwards. The analogy is rather like a car. You buy the
“Basic Model” and add options and extras etc to give you exactly what you want.
Q: We continually get major outages with my current supplier. Can you help?
A: Yes we can. How depends upon the issue. We can renegotiate your existing service levels, add network resilience or where there is supplier' negligence help you cancel your existing contract.
Call us on 01923 200000 and we should be able to advise.