Customizable, Scalable Email Response Outsourcing
Email remains one of the primary non-voice communication means for business – yet many companies struggle to manage it efficiently or to their customer’s expectations which can vary widely. A recent study by Forrester Research found 41 percent of consumers expect an email response within six hours, yet only 36 percent of retailers actually respond that quickly – and 14 percent never respond at all!
iCall Services, Inc. provides cost-effective email outsourcing services for a variety of business, customer care, and marketing activities. We have the resources and expertise to delivery email support services around your specific needs.
- Customized tools specifically for your business
- Automated response templates to increase production, reduce typing errors
- First contact resolution approach
- Detailed reporting and analysis of contact drivers
Our service and support agents are carefully selected based on their writing and grammar proficiency. In addition, we audit responses to ensure that service level expectations are being met.
|1.||Cost Savings. Outsourcing eliminates the significant costs associated with facilities, equipment, operations, and staffing. You’ll pay only for the services you use, either on a transactional or per-hour basis.|
|2.||Flexibility / Scalability. Fluctuating call volume in an in-house call center can result in either idle personnel or long hold times. In an outsourced environment, call volume spikes can be quickly addressed to accommodate seasonal activity or specific campaigns.|
|3.||Industry Expertise. iCall’s executive management team has decades of experience across a variety of industries. We draw from this experience to provide our clients with valuable insights and strategies designed to improve efficiencies and results.|
|4.||Dedicated Call Managers. Our agents are rigorously coached on how to quickly adapt to different call scenarios and present themselves as expert call managers. Their ability to seamlessly represent your brand across any channel leads to improved customer experiences.|
|5.||Deep Bench of Talent. Outsource service providers compete to attract the best managers and support staff while in-house centers are often ‘home grown’ from within. Outsourcers also attract and retain specialists in workforce planning, quality assurance, technology support, and training.|
|6.||Cost Management. iCall Services has the knowledge and tools to monitor and measure costs. We share this information with our clients to help them evaluate the effectiveness of marketing campaigns and overall operations.|
|7.||Data Collection. We capture call data that can provide insight into how to improve your processes. Our experience with multiple clients – coupled with the right technology and analysis platforms – allows us to help you unlock actionable information from raw call data.|
|8.||Quality Control. iCall will work closely with you to establish the right SLAs for your program based on your business objectives. We have a variety of monitoring tools and performance assessment/improvement plans in place to ensure SLAs are met.|
|9.||Technology. We make continuous investments in multichannel customer contact center technology to keep ourselves – and our clients – as competitive as possible.|
|10.||24/7/365 Service. iCall is here for you and your customers around the clock. Whether you need our support full-time, after-hours or to handle your overflow, we can customize a solution that suits your needs perfectly.|
Delivering Better Customer Experiences and Higher ROIs
iCall Services offers a full range of contact center services, including customer care, inbound sales, order processing, chat support, email, and social media support. As your BPO partner, we’ll work hard to help you reach your business objectives – because our success depends on yours.