Service Setup & Training
Recruitment: we go through several rounds of interviews to select top talent. Candidates go through written and verbal tests in addition to technical and overall good fit tests.
Training: Our trainings are conducted through a combination of online, self-study and classroom learning by our dedicated training team. Training is always on-going, which means that our staff is continuously challenged with new material and assessments all the time while they are handling your account.
Adjusting to changes: your company will have a direct point of contact with our team. Any change in your product and services is immediately incorporated. We will update all the procedures and training material we have for your company.
Responding to customer inquiries
Service Level Agreement: SKoutsourcing will work with you to understand and use your company’s internal service legal agreements to better help inform your customer action plan. We will work with you on targets and KPIs.
Customer Service Escalation Process: SKoutsourcing will work with your company to understand your internal guidelines and process escalation. We will follow your operating procedures. In the absence of established guidelines, our team will work with you to create adequate procedures based on your industry and best market practice. Days & time: Customer support is offered 24/7 regardless of your time zone.
Pricing
Please contact us for pricing information
Quality control
We monitor your account to ensure that we meet your KPIs and benchmark. We continuously monitor agents assigned to your account for coaching and improvement. We track the progress of our staff. We will audit customer support tickets and track the progress of our staff during the lifetime of your account.
Technology and reporting
Customer interactions and inquiries: Our team will use your CRM system or the tool you have in place to track customer interations and inquiries. We can suggest tools based on your needs if your company does not have a system in place. We provide a dashboard through the CRM system to track customer interactions and provide transparency. Phone system: We use Vonage or any VOIP of your choice. We can also recommend a VOIP system based on your needs.
Recorded Phone Calls: We record customer support calls based on your VOIP system or the provider your company chooses. The system used should allow for auto-recording as it allows referring to past calls when necessary.
Metrics: SKoutsourcing will meet with your company daily, weekly, or monthly to discuss your needs and opportunities to improve our services. The frequency of the meetings will depend on your needs. We recommend a progressive approach starting with weekly meetings at the beginning of the service and then moving to bi-weekly meetings and after that to monthly.