Our Call Center Process

Name: Invensis Inc
Address: 1000 N West St #1200, Wilmington, DE, 19801, US
Telephone: +1 (302)-261-9036
Price range: Contact for customized offers

At Invensis, we have a well-developed process for managing inbound and outbound calls. The process aims to simplify the end-to-end process, from initial contact to issue resolution. Our process integrates cutting-edge technology with custom workflows. Together, it empowers the agent to deliver optimum performance.

Trusted by 1000+ Companies

How We Streamline Call Center Process

The steps in our call center process vary based on the specific requirements of the client and the nature of the calls we handle for them. However, here's a generalized outline of the steps involved in our call center process:

Call Receiving:
- Receive incoming calls from client’s customers or clients seeking assistance or information.
- Our agent greets the caller politely and professionally.
- They may introduce themselves and the company they represent.
Call Routing:
- We direct the calls to the appropriate department or agent based on the nature of the inquiry or issue.
- Our system handles this process through automated systems or live operators.
Customer Identification:
- Our team verifies the caller's identity to ensure security and access to relevant account information.
- This step may involve asking for personal details or account numbers.
Issue Identification:
- We listen to the customer's query or issue to understand the nature of the problem.
- Agents may ask clarifying questions to gather all necessary information.
Problem Resolution:
- We provide solutions or assistance to resolve the customer's issue.
- Agents troubleshoot, provide information, or escalate the problem to higher authorities if needed.
Cross-Selling and Upselling:
- Agents assess the customer's needs and preferences to recommend additional products or services that complement their current purchase.
- Offer related products or services that the customer might find useful.
- Suggest higher-tier or premium options that provide added benefits or features.
Documentation:
- Once done, we document the details of the call, including the customer's issue, the solution provided, and any follow-up actions required.
- Accurate documentation is done to handle future interactions efficiently.
Closing the Call:
- Agents summarize the resolution with the customer and ensure they are satisfied with the outcome.
- Offer additional assistance or information if needed.
- We end the call formally and communicate any necessary follow-up steps to the customer.
Follow-Up and Quality Assurance:
- If further action is required after the call, agents ensure it by sending emails, scheduling callbacks, or coordinating with other departments.
- Supervisors or quality assurance teams review calls to ensure that agents follow protocols, provide accurate information, and maintain professional standards.
- Feedback and coaching may be provided to agents based on these evaluations.
Reporting and Analytics:
- Analyze data from call center interactions to identify trends, measure performance, and make improvements.
- Monitor key metrics such as call volume, average handling time, and customer satisfaction.

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Invensis - The Most Trusted Call Center Outsourcing Company

As an established Call Center service provider, we have an excellent reputation for building a brand image for our clients through our dedicated and comprehensive call center support services. Our Call Center services help businesses in banking, telecom, automotive, real estate, retail & eCommerce, logistics & supply chain, travel & hospitality, media & entertainment, and so on. With our expertise as a Call Center services expert, we are enabling our clients from the US, UK, and Canada to unlock new opportunities and increase customer retention, and build loyalty. Our clients trust on our call center infrastructure expertise makes us a reliable call center services partner for your business growth.

75%

First Contact
Resolution (FCR)

Average Resolution Time
(ART) in minutes

98%

Customer Satisfaction
(CST) Rate

5-10%

Customer Retention
Rate

<10%

Service Escalation
Rate

4-5

Average Handle Time
(AHT) in minutes

We Provide
Services

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What Our Customers Say

Invensis has helped us improve our first contact resolution rates without adding to our costs. In fact, our operational costs have been reduced, and our inbound calling process is working seamlessly, driving repeat business and referrals in leaps and bounds.

Lucas Clark

Leading Customs Brokerage Company in US

Invensis has empowered our call center executives to improve our customer satisfaction levels manifold. There are not many top call center outsourcing companies like Invensis around the world.

Oliver Taylor

Leading Logistics and Supply Chain Company in US

We wanted to keep our customers happy at any point in time. Invensis, a leading call center outsourcing company came up with a well thought out plan to ensure this. We are impressed by their stellar and cost-effective call center outsourcing services.