| Stateside offers fully integrated and dedicated inbound call center solutions to help your company acquire more customers, reduce operating expenses and increase revenue.
Our dedicated Inbound Services utilizes a dedicated team of live agents, quality leads and quality managers. These professionals process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer services on your behalf in a dedicated environment. These services include:
Customer Services/Service Fulfillment
Convenient, courteous and friendly customer service is the key to success of business and customers’ total satisfaction. To generate profit and establish a good name, excellent customer service is essential.
We can address your customers needs such as:
• Inquiry about a product or services.
• Knowledge and changes in their account.
• To check the order or any other transaction status.
• The customer service programs can be tailored to your requirements and specifications. The customer representatives are well trained professionals working with sophisticated software.
Inquiries/Requests/Complaints Handling
Nobody likes to handle customer complaints, negative inquires about your company, and listening to disgruntled customers. It is vital the agent is fully equipped with the latest training and people skills necessary.
At stateside, we utilize many tools and methods to ensure our agents are ready for your customer. One of those methods is the L.E.A.R.N principle.
Learn – Empathize – Apologize – React – Now
LISTEN – Listen carefully to your customer. Don’t interrupt or tell the customer to calm down, this will only ignite the anger.
EMPATHIZE – Feel the pain of the customer, and validate you understand how they feel.
APOLOGIZE – Apologize to the customer, even if you feel you have no part in the problem. Do not blame the customer, but there is no need to take the blame yourself!
REACT – Decide what you will do to resolve the problem, and relay this to the customer.
NOW! – Do not delay. Take immediate action! The longer you wait, the harder it is to produce outstanding customer service.
Help Desk/Technical Support
Our help desk (technical) support services are designed to build up a rapport with the customer, achieving high customer satisfaction levels. In addition to our help desk support, our customer support offers 24/7 services to all your clients, through mediums such as email, web, and phone; providing inbound and outbound telemarketing services, IT help desk support, and technical help desk services.
Our Help Desk Center offers benefits that include:
• Increased customer satisfaction and customer retention
• Increasing your revenues through cross selling techniques
• Increases the productivity and efficiency of your employees through an internal help desk support function
• Removing the effort in maintaining a work station support
Order Taking, Entry, Processing
An order taking service representative can grab the opportunity to up sell making room for substantial profits. Our order taking agents are truly focused on providing 100% client satisfaction. Our agents will convert your inbound calls into real sales and enter the order in our MyQuality system. You can review the information through your own login or it can be sent to you in real time via email. Our streamlined order taking methodology supported by matching technology and live representatives can significantly enhance your company’s selling revenues.
Order taking, entry and processing is not all we do. We also have proven techniques that ensure a consistent success rate in closing the sale with additional products and services driving your revenue up.
Reservations/Bookings/Authorizations
Reservations and bookings is a vital function of a wide array of businesses and industries. It is therefore essential to manage these services efficiently and effectively, through high-quality technology and trained staff. Through our multiple communications channels, and field-trained call center agents, can provide topnotch contact center solutions and services. We provide:
• Hotel Reservations
• Airline Bookings
• Doctor appointments
• Restaurant reservations
• Salon and Spa reservations
• Travel Agency reservations
• Authorizations Handling
• Ticket bookings
Call Overflow/After Hours Support
Does your business experience missed or lost calls? Are your employees chained to the phones but still unable keep up with the volume?
When businesses experience pain from high call traffic, we can help your business stay ahead, providing the support your staff needs to manage peak periods. Your business will never miss or lose calls again – our live operators are always ready to answer your calls.
How does our overflow call center service work for you?
High call volume rolls over automatically to our overflow call center forwarding lines. Our representatives see your calls lined up in the order they were received. When agents retrieve each call, they’re presented with all the on-screen information they need to handle sales, provide customer service, take messages and refer information.
When your team needs a break, they can forward their inbound lines to our overflow call center and we’ll provide the same services. Setting your account up and training our overflow call center service agents is easy, simple and affordable for any business line.
Our overflow call centers come to the rescue. Our live operators are always ready to pick up your lines whenever there’s a sudden spike in calls. Your business can get talented overflow call center operators whether you experience daily peak periods, or seasonal high-volume.
Dealer Locators
With Stateside Call Center’s dealer locator services, we’ll deliver customers to your doorstep! Our service will empower your customers to immediately find your dealers or locations that are nearest to them.
With a simple call to an 800 number, our 24 hour call center service will quickly give the caller the information they need and can even offer to connect the caller to that location as well as send you follow up demographic information. We can even provide callers with turn by turn navigation to your doorstep via phone, email or text message to their cell phone.
In addition to locating the closest location, our dealer locator service can be configured to rotate referrals to evenly distribute leads across multiple locations in the same geographic area.
Multilingual Support
If you have been looking for the perfect call center in Spanish, then you have come to the right place. Outsourcing Hispanic customer services to Stateside can give your business a competitive edge.
The Hispanic population is the largest among all the other ethnic communities in America. The Spanish language is one of the most commonly spoken languages after the Chinese and English language. If your organization wishes to target the Hispanic community or is already providing services/products to the Spanish population, then finding a professional Spanish speaking call center can help you achieve your business targets. Let us help you! |
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