Typical Call Centers services: Inbound:
	• Overflow / Out-of-Hours A service that supplements your own Call and Contact Centre facilities, offering extended opening hours and increased call capacity that is cost effective for you.
	• Brochure lines A response service for material such as brochures, information packs or application forms. This service can be provided by live agents or our automatic Speech Recognition solution.
	• Credit Card order lines Live customer service representatives (CSR’s) taking telephone orders for direct sales ranging from one-product one-price to multi-product multi-price offers, including handling the credit card transactions.
	• Helplines CSR’s, aided by comprehensive product training and access to knowledge databases, will answer queries and provide help within a customer support environment.
	• Product Recall A service that can be set up within 24 hours in an emergency, offering live support to customers with defective product, responding to national media campaigns. Replacement product can be sent to customers in conjunction with our fulfilment service.
	• Nearest Dealer Callers are given information and directed to their nearest branch or local stockist through an “as the crow flies” postcode recognition system. Calls can be handled live by our agents, or using our automated Speech Recognition service.   Outbound:
	• Outbound telemarketing Incorporating campaigns such as telemarketing, telesales, market research and database cleansing as well as follow up calls generated by inbound work. Scripts are written in close collaboration with clients to ensure maximum effectiveness.
	• Appointment setting Experienced teams can canvass potential customers to arrange appointments on behalf of your sales representatives.
	• Follow up calling Following direct advertising or marketing campaigns, every respondent can be contacted with a remit to convert them to a customer.
	• Reactivating existing/dormant clients Telephone, letter and email campaigns to update and reactivate existing or dormant clients on your database. Other Services:
	• Email response Emails from customers, which may be generated from literature, advertising campaigns or websites, are answered promptly and accurately on your behalf.
	• Speech Recognition Using the latest technology, Speech Recognition solution captures caller details, which are then automatically converted to data, ready for processing and fulfilment. No live agent intervention is required, so call handling costs are dramatically reduced. This service can be typically used for services such as Brochure Lines and Nearest Dealer.
	• Integrated Voice Recognition (IVR) Primarily an automated backup facility to capture caller details, which are then transcribed to the client database for actioning. This service can also be utilised for competition and information lines.
	• Fulfilment services A range of services including personalised mailings, the handling of high volume literature mailouts, sending of replacement product recall items and the provision of redemption facilities for coupons, competition forms etc.
	• Call Centre Hotel A new concept where you can take fully featured Call and Contact Centre space as you need, on a short or long-term basis. We provide a highly flexible and cost effective service, with a level management to suit your requirements. All this with no capital outlay to you.
	• Non-geographic numbers A range of freephone, local rate, national rate and premium rate numbers are available. Reporting is also available, offering live call statistics and important marketing data. Ready to buy? Order the Help Desk Toolkit today    THE HELP DESK TOOLKIT - Fourteen extensive documents  Sample Pages Here One thing is for sure: The Help Desk Toolkit makes Help Desk Procurement and Management far more straight forward. No doubt about it: it de-mystifies Help Desk Management, and enables you to produce a Help Desk function with the minimum of fuss. There is absolutely no need to re-invent the wheel! It is supplied primarily in MS-Word format and comprises the following components: HELP DESK all you need now Ready to use documents: Help Desk Implementation Plan, Help Desk procedures, Proactive Stress Management, Problem management procedure Help desk implementation plan covering all the aspects of help desk implementations Help Desk Phone Communication Standards - Example Standards Monitoring Sheet Help Desk Stress Management - 30 slides  Proactive Strategies for Managing Stress and Change Help Desk Procedures - This procedure defines the steps involved in responding to customer calls through the Help Desk facility.  HELP DESK SLA GUIDE Let's face it: a comprehensive SLA is a daunting task. Now you'll have an extensive blueprint at your fingertips. This document explains every part of the service level agreement for a HELP DESK, clause by clause. You can populate and change directly, as required. Service Level Guidelines on Help Desk procedures Extensive Service Level Agreement for Help desks HELP DESK INTRODUCTION   Let's be honest: getting buy-in is the hardest part of any Help Desk, are you ready for straight talk? This is a full PowerPoint presentation. It explains the HELP DESK, what is needed, why and where.  75 slides with extensive teachers notes   AUDIT & REVIEW How many times have you said to yourself: how well are our Help Desk needs taken care of? If you already have a HELP DESK, or just want to be doubly sure, this component will certainly help. It comprises a series of questions designed to take you through your HELP DESK and check it for quality and completeness. A first rate audit tool (MS-Word). Extensive audit guide (64 pages) for auditing Help Desk and underpinning and supporting processes.  HELP DESK BEST PRACTICE We've got the solution to your needs: HELP DESK best practice is designed around a set of activities to deliver upon excellent customer value. This explains the key concepts of a HELP DESK.   36 pages on implementing and managing a help desk HELP DESK DESIGN TEMPLATE In today's uncertain economy you need clarity, fast. This is a complete template for establishing service descriptions. This is a complete template for a HELP DESK design.      Features of the all-new edition: Fourteen documents Hundreds of pages with easy-to-follow sections An extensive must-do checklist based on our experience implementing Help Desk in over 40 industries New practical advice on awareness, planning, implementation, and review New commentary on delivering upon business value All-new "tuneup" section tailored to improve the performance of existing initiatives Fully updated throughout to take account of current Best Practices and policies, and the state of their use