Social Media Monitoring and Response

iCall Services’ ability to monitor social media channels on your behalf can help you quickly resolve issues. Our ability to see what customers are saying about your products, services, and customer service in near real-time, will empower you to respond and initiate meaningful changes quickly. Our dedicated brand specialists will monitor your social media channels and flag interactions that require follow up so that your business can intervene from an informed vantage point.

iCall Services can assist with:

  • Social presence management
  • Answering customer inquiries in real time
  • Customer service extension to social media
  • Integration with current teams
  • Engagement and ROI metrics, tracking
  • Social media risk management

Why Outsource?

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.

Order Taking

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.

100% focused on helping companies achieve their customer experience goals

01.Brand Training

iCall Services goes the extra mile to learn about your brand and its voice. READ MORE

02.KPI Management

Ensuring consistent adherence to your KPIs is a top priority at iCall Services. READ MORE

03.Quality Assurance

Improving customer service is an on-going quest at iCall Services. Never content with ‘good enough,’ we’re always looking for ways to enhance performance and add value. READ MORE