Following are the call center services we are offering currently;
Inbound Call Center Services
Customer support has become integral to organizational success. It is for this reason that call centers have made a niche for themselves. In a world of ruthless competition, survival is the keyword - which involves not only a vibrant and dynamic attitude while carrying out business but also ensuring a flawless customer support service. This is why the need for an inbound call center service is inevitable.
E-OPES can enhance your Business
Let a state-of-the-art inbound call center handle the phones. Every missed call can be a missed opportunity. Whether you need to answer 100 calls in a day, or 10,000, you will find our inbound call center to be a professional and cost effective extension of your business. The customer support agents in an inbound call center will always respond to your clients, customers or prospects in a timely, polite and professional manner. Let them use their experience to help you make your business more successful. Inbound call center services will cater to your customer support needs and an answering service will also allow you to be confident when you are away from your office and not worry about your business...knowing that your calls are being answered promptly, professionally, and courteously. Ensure the satisfaction of today's demanding customer, through an inbound call center service.
Advantages of outsourcing to E-OPES
Our inbound call center service can offer communication services specifically designed to maximize the efficiency of your direct marketing efforts or to be a part of your technical support team. we will work together with you as a partner building a strong, successful long-lasting relationship with your customers.
Benefits can E-OPES can offer
Skilled, professional, customer support and technical service representatives
Improved market coverage
Faster ramp-up, launch, and roll-out of new campaigns
Experience with programs similar to yours
Rapid response to market conditions
Account management expertise
Enhanced reporting capabilities
Market testing capabilities
Why not just have an answering machine to answer queries?
Answering machines or voice mail can be perceived as cold and impersonal. Live telephone answering services like inbound call centers give you a more professional image. Statistics show the percentage of hang-ups on answering machines is significantly greater than a live answering service.
Use E-OPES to take product/service orders
Whatever your products or services may be E-OPES can serve as your full-time order department. They can take your calls after hours and during peak "call overflow" times. Add-on services include credit card processing, order fulfillment, toll-free numbers (800, 888, 877), and a wide variety of voice mail options
Get 24 hour website support
If you have a website but not the twenty-four hour staff to support it, E-OPES can handle it. Inbound customer support representatives can answer questions for your customers as well as walk them through the ordering process.
Small/Medium size 24 hour help desk
Even if you cannot justify a twenty four hour help desk because you only get the occasional after hours calls, there is a solution. E-OPES agents can access your database of support information to help callers, and if needed escalate service for more complex situations to your on-call personnel.
Use E-OPES for inbound surveys.
Increase your inbound survey response and completion rate by providing twenty-four hour customer support representatives to take those survey calls. Oral surveys can provide a higher quality of data with greater depth and relevance than ordinary paper surveys
We can provide customers with information about location.
Twenty-four hour inbound call centers can connect your callers with your location closest to them by zip / post code, region, or any other factors you choose. And with a FREE Caller ID service, you'll have the data you need to follow up on the call, even if the caller chooses not to leave any information.
Other functions E-OPES help with.
Event Registration
Whether it's an annual procedure or a regular occurrence E-OPES can make the whole process easier by taking the registration calls.
membership and subscription renewals
Relieving your staff of easy, repetitive calls can give them more time to do the critical work. E-OPES can make membership and subscription renewals a smooth, seamless process.
Caller/Applicant Screening
Whether the caller is applying for a job or participating in a study let a E-OPES handle the pre-screening process for you. We can collect the data and provide the information to you in virtually any format; fax, file transfer or direct integration with your website.
Appointment Taking
New incoming appointment calls, appointment changes and outgoing appointment reminder calls. All these can be taken care of by the customer support representatives. Increase your capabilities by outsourcing to supplement or replace your staff in these repetitive tasks.
Outsourcing Inbound Customer Services to E-OPES
Outsourcing inbound customer services to E-OPES is a good option as we have a large pool of highly educated professionals who speak English, world class facilities and infrastructure, excellent telecom connectivity, and the capability to handle a range of services.
Why outsource Inbound Customer services to E-OPES?
There are a number of factors that may prevent your own company or organization from carrying out customer support services. Whether it be order taking, conducting surveys, registration services, direct marketing, web customer service, or technical support, outsourcing inbound customer services to E-OPES has many advantages.
What are the advantages of outsourcing inbound customer services to E-OPES?
Reliability and Security
The work force is highly reliable and can deliver world-class quality and ensure rapid delivery of service. E-OPES is also increasingly adapting to international quality and security standards
Infrastructure
E-OPES's telecommunication network enables instantaneous high-speed transfer of voice and data across the globe.
Able to provide critical Computer Telephony Integration and Interactive Voice Response systems regardless of the customer's PABX, ACD, computer or database. We deploy the best of telecom infrastructure with various redundancies at every critical juncture to provide uptime commitments of over ninety- nine percent.
With intelligent scripting programs, advanced Learning and Development teams, and Quality First processes, you will rest assured that frequently changing information is always conveyed accurately. Even your most advanced users can access the information they need quickly to resolve their questions - on the first inquiry.
Each technical support representative has direct access to the Internet to allow them to access your on-line problem tracking system, FAQs, knowledge base and account information.
- Fast and dedicated Internet connectivity.
- 100%-automated desks with first rate and perfect computerization.
- 24/7 support due to availability of quality manpower in multiple work timings and uninterrupted Power Supplies and constant back-ups.
- Continuous call reception due to flawless duplicated system
Can I also outsource Technical Support to E-OPES?
E-OPES provides high-quality, cost effective, technical support 24/7. Read more on outsourcing technical support, technical support services in E-OPES, and additional information.
How do I Outsource to E-OPES?
Would you like to outsource your inbound customer support needs to E-OPES? Fill in the inquiry form and our Client Engagement Team will contact you within 24 hours. Read more about the different inbound call center services that can be outsourced to E-OPES as well as more specific information about infrastructure and technology.
Technical Support Services in E – OPES.
E-OPES provides high-quality, cost effective, technical support 24/7. Read more on outsourcing technical support, technical support services in E-OPES, and additional information.
Outsource to E-OPES
Would you like to outsource your inbound customer support needs to E-OPES? Fill in the inquiry form and our Client Engagement Team will contact you within 24 hours. Read more about the different inbound call center services that can be outsourced to E-OPES as well as more specific information about infrastructure and technology.
Outsourcing Telemarketing
Offshore call centers
E-OPES has set up telemarketing services and call centers to outsource customer support and telemarketing at very low costs and in an efficient manner. E-OPES offering telemarketing services help you turn your potential candidates into clients, and these clients/customers into advocates. A focus is required on building an enduring bond by using a personalized approach that provides the value addition necessary to maintain and grow your client base.
What facilities does E-OPES possess?
The customer service and marketing operators at telemarketing centers are trained professionals with effective presentation and communication skills. E-OPES handles both outbound and inbound (B2B and B2C) calls day and night all around the year.
E-OPES possesses a sophisticated integrated voice response system, automatic call distribution and a database server. An earth station provides direct links to a satellite that in turn connects to the foreign country via an optic fiber link.
What other telemarketing services does E-OPES offer?
Apart from telemarketing products, such offshore call centers also offer many other inter-related services such as:
- Telebanking
- Direct response television
- Customer service management for international banks, software firms, telecom service providers, credit card companies etc.
- Airline ticketing and reservations.
- Sales lead generation
- Market research and surveys
- Database Cleaning and Updating
- Third Party Verification
- Record Verification
- Fraud Detection /Prevention Calls
- Welcome / Thank-you Calls
- Continuity Sales Calls
- Any kind of Message Delivery
- Appointment setting
Offshore E Mail Support Services and Non-Voice BY E-OPES
E-mail has now become the primary means of data transmission and customer relationship management. As a result many companies are outsourcing their non-voice call center needs, including E-mail support services.
What role does an e-mail support service play in my company's eCRM program?
E-mail has now become the primary means of data transmission and customer relationship management. As a result, many companies are outsourcing their eCRM needs, including e-mail support services. Low cost, non intrusive and any time-anywhere access are some of the advantages of e-mail based communication. An efficient e-mail response service is crucial to any company's brand building and growth.
How can offshore email support services help me?
Having your customer's e-mail queries answered promptly, efficiently and accurately is bound to increase customer satisfaction.
Offshore email services enable you to balance work between peak and off-peak periods. As a result it makes sense to outsource web-based support systems so that you can maximize focus on core competencies. This in turn enables efficient time utilization.
Having a professional offshore e-mail based support system ensures lower call volumes and substantially reduces costs for voice support. How will this setup work?
A knowledge base of frequently asked questions and answers will be created in collaboration with our clients' needs and requirements.
The knowledge bases are continually updated and improved, based on our agent's interactions with customers.
Realizing that there are few quick fix solutions, our agents are thoroughly trained and familiarized with the client's processes, products and services.
When an email is received, incoming messages are scanned and routed to the appropriate agent. Our trained and competent agents provider clear, consistent, and complete answers to increase customer satisfaction and reduce follow-ups.
The use of a database that holds standard responses to frequently asked questions ensures that the agents' have access to quick and standardized responses. The online knowledge base can also be used to provide immediate personalized responses to customer queries.
What services can I expect from E-OPES?
We have successfully and competently handled email support services for several global giants and our experience ranges from handling simple as well as complex issues.
Our email services are comprehensive and include-
Customer care
Technical support
Order fulfillment
Verification
Complete query resolution
Resolving escalated cases
We also support service level agreements (SLAs) based on client requirements, thereby providing answers via email within the time window agreed upon by both parties.
Why outsource email support services to E-OPES?
- E-OPES is a company that has established itself in the field of outsourcing for the last two years and gained competencies in other channels as well.
- It has the expertise to control scale with complexity and have maintained a reputation for reliability and quality assistance with our clients especially in the sphere of email support.
- It understands the dynamics of email support or eCRM and the fact that it is a developed hi-tech industry.
- It’s core business is enriching customer experience while at the same time ensuring quick, cost effective one-stop solutions.
- With a very high degree of process control, we bring to the table the top e-mail customer support in the industry.
What Technical Support Services are offered?
Service Providers offer a range of technical support services which include:
- Technical Product Support
- Outsourced Technical Helpdesk
- Knowledge Management Solutions
- Staff Augmentation Services
- In addition to these they also provide:
- Troubleshooting service where the user's technical service request, pertaining to usage of the application is analyzed.
Training services where the user is instructed on how to use features of the application. (This is limited to usage and is not to be construed as training on a stand alone basis).
Advisory services where advice is given on what features of an application should be used to resolve a customer's service request.
Customized reporting on usage patterns.
Value added services such as directing customers to escalation points.
Do they provide a Self Help Service?
Customer's end-user can pose a question to the database directly
Escalate to other channels of support, if the solution does not exist in the database
Self-Help transfers some calls away from Voice / E-mail
Provides a cheaper alternative to close a support incident
Measures customer satisfaction and success percentage
What other additional features do they provide?
Complete Support (7x24x365)
After office hours / overflow support
Flexible support options (Incident based, 800 Toll free support).
Independent support infrastructure with dedicated servers and databases.
Seamless extension with existing support delivery mechanisms.
SLAs with clearly defined performance norms.
Standard and customized reporting.
Integration with existing processes for call management, incident management, reporting.
Where does their expertise lie?
Service Providers' focus is in supporting products and services in the various domains. Their expertise spans over 200 products on the desktop and Internet usage domain
Specialized expertise in the following areas
Desktop / Server / Network products and Applications
Productivity / Graphics / Collaboration / Groupware applications
Devices (Peripherals, PDAs)
Wireless (Modems, Services, Applications)
Operating Systems
Web authoring and publishing tools
Access (Dialup, Broadband)
Email / Browsing / Other Internet applications, services and utilities
Ongoing initiatives to build expertise
Third party certifications
Train the Trainer
Simulating customer / user environments
How is this support delivered?
The following Channels are used to deliver technical support services:
Telephone
Remote Diagnostic and Collaborative browsing tools
Chat
Email
Self-help resources (which utilises a Knowledge management framework using advanced technology)
Who can outsource technical support services?
Service Providers cater to various industries some of which are:
Original Equipment Manufacturers(OEMs) - PC/PDA/Peripherals/Devices
Software publishers/Application vendors
Enterprises-Help Desk Outsourcing
ISPs
ITSPs
How do you benefit from outsourcing technical support services to E-OPES?
E-OPES can offer you value over 3 parameters:
End user / Customer Satisfaction
Optimized support processes that deliver focused, end user-centric technical support.
Operational Efficiencies - effective use of knowledge management tools enhance productivity.
Cost - By leveraging cost effective solutions and technical service delivery model.
