Front Office Services

Front office outsourcing services have to do with interactions directly with your customers, usually over the telephone but can also include email, internet, fax, and other forms of interactive communications with your customers.  By outsourcing these services, it frees your business up to focus on your core business.  It also allows you to reduce the significant expense associated with this element of your business.  If you outsource your business processes you have an opportunity to increase customer satisfaction and create sustainable, long term, productive relationships.

Services we offer

Inbound sales refers to the process where your customer calls your business as a result of stimulus such as a marketing promotion, a referral from someone, a direct mail campaign, a media advertisement, a contact number on your company’s web page, or any type of marketing and sales activity where the logical next step in the sales process for the customer is to place a call to the business. For an inbound sales process, the call center agent works through the sales process to conclude with a sale for your company. Results include making a commitment to purchase or placing an actual order for a product or service. This could represent anything from a vacation package to a floral arrangement to a subscription to almost any type of purchase that can be done over the phone.

Outbound sales refers to the proactive selling of products and services using the telephone. Although traditional telemarketing and telesales falls into this category, so does up-selling and cross-selling offers to existing customers as well as contacting customers who have already demonstrated interest by signing up or by contacting your company by mail, email, web, phone, or in-store activity.

Conducting business has changed, it’s no longer possible to personally visit all your clients and customers, in fact with the popularity of the Internet, many clients may not even reside in the same city or even country. Establishing and creating a telemarketing service has enabled businesses to connect with all their customers via the phone. A telemarketing service allows you to keep track of customers as they close, merge and relocate. Keeping in regular contact with your clients means being able to record their movements while maintaining a marketing and ongoing customer relationship.

Customer service covers a wide range of activities including providing assistance, support, information, and answers for your customers to a variety of questions and enquiries. If you have a centralised telephone number or set of telephone numbers that people use to call your business for general to specific enquiries and support, this service can help you. Although generally customer service is done using inbound calls, it can also be used with outbound calls.  Examples of outbound customer service include follow-up on orders, confirmation of receipt of a product or service, quality surveys with your customers, and more.

Order processing includes the process of taking information from your customers so that a specific transaction or order can be processed. This applies to either Business to Business or Business to Consumer relationships with customers.

Sometimes referred to as a help desk. If your business’ product or service has some element of technology involved, telephone oriented technical support can help you cost effectively work with your customers to address and solve their questions in this area.

For some businesses, a direct contact between people is required to complete the sale or provide the service. The challenge is getting the appointment with a potential client. This service allows businesses to leverage experts in the area of appointment setting to be able take a potential client from expressing interest in your business’ offer to setting up a specific time and day for a meeting between that potential client and an account representative from your company.

For some businesses, a direct contact between people is required to complete the sale or provide the service. The challenge is getting the appointment with a potential client. This service allows businesses to leverage experts in the area of appointment setting to be able take a potential client from expressing interest in your business’ offer to setting up a specific time and day for a meeting between that potential client and an account representative from your company.

Some times called Tech support. The help desk function is typically considered to be an internal company function for supporting your company’s employees and businesses in your supply chain.  It can also refer to a place for your customers to call to receive help with questions they have.

If you need to learn more about your market or your business potential, this service allows you to find out.  If you want to determine the quality of your service and products to customers, you can use this service as well.  Experienced agents are able to contact and discuss with your existing or potential customers to gather valuable information to help you make business decisions.

 

As a client-centric organisation, we understand the importance of working effectively within a matrix management ecosystem of product resellers, solution providers, vendors and channel partners in a world of cooperation.

Call Center Experience – the services that we provide our existing set of outsourcing customers provide our operations team with service vertical expertise that can be leveraged and applied to you.

Marketing Innovation – Our IT Implementation Team is well versed in the use of the latest in technology offerings in the market in improving business development processes and procedures in call center operations and management.

Provisioning Speed – Our USP is quick and reliable provisioning of projects

Quality Mindset – We regularly review our processes and services in close collaboration with our customers to keep them ahead of the marketing curve. Outsourcing one’s sales lead generation processes requires taking a leap of faith that the chosen vendor will embrace the culture of one’s company, as well as treat their customers as if they were our own and as such, we understand the importance of customer satisfaction which translates to customer retention, customer repurchase and customer referrals. Our people are trained in management concepts like Six-Sigma and COPC (Customer Operations Performance Center Inc.), which are all designed to equip the team with world-class high performance techniques.