Virtual Office Partner

Call CenterCapabilities and Services

VirtualOfficePartner.com

Inbound Call Services

●Telephone Answering Service●Customer Support and Management●Event Registration and Bookings●Live Chat and Video Capabilities●Order Taking and Fulfillment●Direct Response (TV Web & Radio)●Technical Support and Help Desk●

Outbound Call Services

●Appointment Setting●Lead Generation / Qualification●Direct Phone Sales●Seminar and Event Registration●List Vetting / Database Updates●Surveys and Questionnaires●Marketing Research●Trade Show Follow Up●Political "Get out the Vote" Campaigns

Online Chat CapabilitiesWe have several chat options available for use for Inbound Campaigns including text based chat services and also video chat support systems for one on one and group communications. Let your clients see their tech agent with webcam to webcam chat support for your business.

Reporting Capabilities

The next two slides show examples of our robust reporting capabilities.Reports can be customized to fit your specific needs.All campaigns include phone call recording and verification services.

Reporting Capabilities

●On-Line, real time reporting to include:

● How calls have been dispositioned● Detailed notes on the conversation that

has taken place between NP agent and Casio client

● Average time on calls● Multiple reporting metrics on support

tickets

Training Methodology

●Ensure the right agents are hired● Friendly, upbeat and patient● Technically knowledgeable● Solid employment background● Experienced and well trained

●Internal systems for training and testing●Specific training for your company

● Product line training where applicable● Most common issues

How to use resources and help

On-Going evaluation from Project Manager, QC Department and most importantly, Our Client.

Quality Control Process

Daily Call Evaluations (Internal)● Customer Service Oriented

● Friendliness and Personable● Knowledge and problem solving ability● Empathy and patience

Metrics Oriented

● Handle time and efficiency● Speed to answer and task focus● Proper escalation and resolution time● Task completion and goal achievement

Quality Control Process

Bi-Weekly Agent Meetings per Campaign● Review of recorded calls

● Customer/agent interaction● Product Knowledge and Training● Customer experience intact

● ●Review of service levels

● Average speed to answer● Average handle time● Tickets per hour● Escalations per hour

Thank You!

Thank you for requesting a presentation of our telemarketing and customer support capabilities. Please let us know if you have any further questions regarding our contact center services.

Alfred MoyaVirtualOfficePartner.com