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Ten years ago the call center was little more than a switch that routed inbound calls to service representatives. Today the term "call center" describes an environment where people, using computerized tools, serve as a liaison between companies and customers around the world. Customer service and order taking/sales are the most popular applications, but the service can be anything that makes the company more valuable to it's customers. Today companies are using Time Communications as a primary, or overflow, source for inbound calls and order taking.
When is outsourcing the smart thing to do?
As technology grows and industries bloom, more companies are recognizing the benefits of outsourcing. With the average cost of establishing an on-site work station approaching $5,000, and the cost-per-call handled over $4.00, it's no surprise that people are exploring options and looking for answers.
Why Time Communications for my inbound calls?
Many people think you need to call one of the large service bureaus with 100's of work stations. What they quickly discover is, unless you are willing to guarantee thousands of calls each month, they won't even pick up the phone. There is no way one of the "mega call centers" can give you the personalized service Time Communications has to offer.
How do you measure quality and performance?
Our quality starts with the best-educated people in America (Minnesota high school seniors ranked number one in the U.S. in national testing). We hire only one out of every 30 applicants (yes, even with unemployment at its present level, good help is hard to find). Our customer service representative now participate in a training curriculum consisting of five separate stages, taking three months to complete.
We customize special training for each account. Our unique dispatch control system means every order or information request is reviewed by an experienced supervisor before being delivered to you, our client.
In addition to our strong, midwest work ethic and education standards, the numbers speak for themselves.
92% of all incoming calls are answered within four rings without being put on hold. Of the 8% that do get put on hold, they average less than 30 seconds of wait time. Our lost call rate is consistantly below 5% for these reasons.
Test before you jump!
Before you decide which call center can best serve your needs, test us out. Send us every call that waits more than 3 rings to be answered by your current call center. Every time your lines are tied up, send us those calls - instead of letting the caller get a busy signal. They may choose to never call back. If your current call center isn't operating 24 hours a day, 7 days a week, 365 days a year, have those missed calls transfered to us. You really have nothing to lose, and only more, and happier, customers to gain.
Please call Mike Eastwood today, 800.486.8581, for a free cost analysis and evaluation of your needs.
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