FAQs for Contact Center Services
What makes Outlook Business Solutions's contact center qualified to handle business development and customer care campaigns for my company? +
Outlook Business Solutions uses a contact center platform that has supported customer service needs for years and been recognized for delivering a high degree of service to our customers.
Please share with me the experience of your contact center staff. +
Our contact center leadership team has experience managing inbound and outbound campaigns across a variety of industries such as telecommunications, financial services, healthcare and travel.
What makes your customer care associates different than other third-party service provider representatives? +
Through the recruiting, interviewing and hiring process, we identify individuals who have a passion for delivering a high level of customer service. Every Outlook Business Solutions customer care associate receives ongoing training and understands that your company’s success is dependent on the impression they make with your customers. We work diligently to match the personality and skills of our customer care associates with your needs and campaign.
How is Outlook Business Solutions' contact center different from other business process outsourcing providers? +
Outlook Business Solutions was formed to create additional meaningful and fulfilling jobs for blind and visually impaired. Our customer care associates use adaptive technology to ensure accuracy of data entered from your calls, and our quality assurance team monitors campaigns daily. Outlook Business Solutions does not compete with large third-party business process outsourcing companies. We assist companies who have specific needs and tailor a solution to ensure long-range objectives are met.
How flexible is Outlook Business Solutions in designing a contact center campaign to meet my immediate and long-term needs? +
Outlook Business Solutions can augment or completely replace your existing in-house or outsourced programs specific to your needs. With our experienced, flexible and skilled staff, Outlook Business Solutions can build a campaign to fit your full-time, seasonal, temporary or overflow requirements. The most important element of our business model is that we focus on your business needs.
What types of services does Outlook Business Solutions's contact center provide? +
Our experienced and highly trained customer care professionals support outbound customer care campaigns such as customer service, customer satisfaction surveys, lead generation and appointment setting, on-boarding, welcome, win-back programs and event registration.
How quickly can you get a campaign up and running? +
Depending on the complexity and scope of the campaign, we can normally begin making calls within 3-4 weeks.
When do you make the calls? +
We schedule calls based on your specific requirements or where we can maximize the impact of the calling effort.
What are your hours of operation? +
We currently operate from 8 a.m. to 5 p.m. Central time Monday through Friday, however, if needed we can accommodate any hours you require.
Who writes and supplies a call script for my campaign? +
To encourage a more natural interaction with your customers, our customer care are trained to engage your customers in conversations based on your company’s core offering and talking points for the particular campaign. These talking points can be supplied by you or crafted by our Marketing Support Services team based on your input. We can also assist with crafting direct mail pieces and emails to go out before or after a call campaign.
How often will you attempt to contact my customers? +
Contact frequency is based on your requirements outlined in the scope of the project.
What kind of reports will I receive? +
You will receive daily reports that reflect all call activity and dispositions for each call. These reports include number of calls made or offered; calls handled; service level; no answer/busy; left message; disconnects/bad numbers; successful contacts/conversions; remove from call list; etc. Specific reports can be developed and delivered to you based on your requirements.
How do you price your services? +
Our competitive pricing structure is based on the following criteria:
- Projected call volumes
- Length and terms of the contract
- Inbound or outbound program
- Complexity of the program
- Required skill sets of the customer care professional
Because every business has its unique requirements, we work with you to create a pricing agreement that ensures success for the company and allows Outlook Business Solutions to deliver on its mission of providing knowledge-based jobs for the blind and visually impaired.
How are customer care associates selected and trained for our program? +
Every Outlook Business Solutions customer care associate goes through a rigorous selection process and possesses the success competencies required to ensure they are a right fit for our client’s project. The customer care associates identified for a specific campaign are trained on your requirements and the technology used for the campaign.
Once initial training is completed, our team lead continues the process through daily coaching sessions and hands-on situational training with the team members. The team lead works with the quality assurance team to identify areas of improvement to ensure a quality customer service experience and program success.
Where are customer care associates located? +
Our customer care associates work in our corporate headquarters in Omaha, Nebraska.