Phone Answering Outsourcing Services

We have over two decades of experience in offering expert phone answering services worldwide. Our services include live call answering, inbound customer support, after-hour support, emergency response services, call overflow handling, interactive voice response (IVR), automatic call distribution (ACD), cold transfer, warm transfer, telephony integration etc. We have extended these services to a diverse client base including small businesses, healthcare practices, legal firms, eCommerce businesses, real-estate companies and other service-based businesses with 98% efficiency in first call resolution rate. . Our services have not only helped these businesses focus on their core services but also enabled them to send out the right message and foster a positive brand image and customer loyalty. 

Our services begin with client onboarding where we define key performance indicators (KPIs), and establish service level agreements (SLAs) to align our services with their specific needs. Further, our dedicated team script preparation and craft customized scripts by covering call handling procedures, frequently asked questions, and call resolution protocols based on client requirements. This helps us handle calls from our clients and  address inquiries or resolve issues following the scripted guidelines. Further, we implement a robust quality assurance and monitoring program to continuously evaluate our agents' performance, providing constructive feedback for ongoing improvement. Throughout these processes, our dedicated team and services exemplify a commitment to excellence and customer satisfaction.

Our services are backed by an expert team of customer service representatives, call center agents, script writers, trainers, quality assurance specialists, data security experts etc. They utilize interactive voice response systems, call recording & monitoring systems, unified communication platforms, CRM software and more.  Our experts bank on well-developed processes and the best of technologies to deliver top-notch services. They prioritize script adherence to ensure a uniform and branded communication style and promote clarity and consistency in every customer interaction. This helps them convey key information correctly and reduces the likelihood of misunderstanding. We also implement training programs for operators, monitor call interactions, and utilize customer feedback mechanisms. These measures ensure that calls are handled consistently, adhering to established communication and customer service standards.