Some common queries and their answers
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Q: I expect / I receive
very few calls per day. Can I outsource to you?
Q: Your charges are attractive. What next?
How should we start?
Q: I need to outsource, but never done
it before. I am apprehensive.
Q: During free time, will the agents do
some other work for us?
Q: Is there a minimum contract period?
Q: What are your payment terms?
Q: What is the training process? How are
your agents trained?
Q: How will my customer's inbound calls
reach you?
Q: What are the Phone charges?
Q: Which Live chat software do you support?
Q: What happens if the phone line is busy?
Q: How do you manage Data Security &
Privacy of Credit Card details?
Q: What are the benefits I can expect from
Outsourcing to ISource?
Q: I expect /
I receive very few calls per day. Can I outsource to you?
....................................................................................................................
A: Sure. Our charges & plans
are suitable for a small business which may not have a large call
volume but still wants to break free from answering support /
query calls and focus on core objective of business growth.
We charge per month of agent duty time, irrespective of number
of calls received by the agents.
Q: Your charges
are attractive. What next? How should we start?
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A: Step 1: The first step is to
request a detailed quote. Please visit this link.
Step 2: After reviewing our detailed quote, fill the sign-up form
which is located here. This form will help us draft a Service
Contract for you.
Step 3: Accept the contract - sign and email it back to us along
with the payment.
We will start the training process which takes about 7-10 days.
In all, within 2 weeks we will be answering your customer\'s phone
calls / chat requests / emails LIVE.
Q: I need to
outsource, but never done it before. I am apprehensive?
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A: We can understand your apprehensions
and concerns!
We always request & encourage our prospective clients to discuss
all aspects of business and the activity outsourced to us, with
our business managers.
After some rounds of discussions your apprehensions will begin
to disappear.
You will experience faith in the process and us and start to feel
comfortable.
Please remember outsourcing is no magic. It\'s a process of taking
professional help to manage a part of your business : to provide
better services to your customers, reduce costs & allow you
more free time for your business and family.
Q: During free
time, will the agents do some other work for us?
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A: We agree that you are paying
for the agent and their time, but please understand that we are
in the business of offering services. Our agents will offer services
as per agreed terms, but they will not provide any supplementary
services simply because they have some free time.
Q: Is there a
minimum contract period?
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A: There is no minimum contract
period!
You can terminate the contract at any time with a notice of at
least 30 days in advance; allowing us to restructure our resources.
Q: What are your
payment terms?
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A: All payments are required in
advance.
Payments must be received by us before the 5th of the month in
service.
Under exceptional cases, we can extend the service period by another
3 days.
If the payments are still not received, we will be forced to suspend
services, until receipt of payment.
Payment must be wired to our bank account in New York, USA / London,
UK / Mumbai, India. The cost of wire transfer is to be borne by
the client.
Q: What is the
training process? How are your agents trained?
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A: Do not worry if you do not
have a ready training material, most of our clients do not . Our
training process is very simple.
We request you to provide us all possible information regarding
your products & services. Your previous email correspondence
with your customers is the best material. We study your website
and other material provided by you. We will list down all questions
which we feel are vital for our understanding of your business
and email them to you.
Based on your answers we create a knowledgebase for our agents.
We then start to train our agents and there are a series of group
discussions between our Floor Manager & Agents. All new queries
are again emailed to you for your answers.
This way, we will exchange emails with you and by the end of this
exercise we would have understood your business well.
Q: How will my
customer\'s inbound calls reach you?
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A: Forwarding your customer\'s
inbound calls to us is very simple.
We will provide you with a local phone number of your area (subject
to availability) which will ring at our Contact center in India.
You simply need to forward all your inbound calls to this number.
That\'s it.
Q: What are the
Phone charges?
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A: Phone call charges are as follows:
Phone Type Setup Inbound Outbound
Toll Free USD 15.00 USD 0.15 USD 0.06
Regular USD 10.00 Free USD 0.06
These are approximate charges per minute and may vary.
Subject to change without notice by telecom company.
Q: Which Live
chat software do you support?
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A: We support all types of Live
chat Software.
Our agents can operate all kind of chat software you have purchased
or leased.
Q: What happens
if the phone line is busy?
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A: If the phone line is Busy,
(or unattended during non-serviced hours) the calls are diverted
to the voicemail. We get an email alert for every message left
on the voicemail. Our agents respond to the voicemails as per
terms of agreement.
Q: How do you
manage Data Security & Privacy of Credit Card details?
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A: We have implemented strict
security measures to ensure sensitive information like credit
card details / client lists etc are never compromised.
Our agents do not have access to login & password details
of our client\'s systems.
Our systems are protected with firewalls and strong physical security.
Your business is safe with us.
Q: What are
the benefits I can expect from Outsourcing to ISource?
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A: There are multiple benefits
of outsourcing your customer support, order taking
processes to us. Here are some of them:
• More professional
& experienced handling of customer relationship management
process.
• Being experts in
Customer care we have access to the latest information, technology
and proven process. We can deal with situations better than you,
since we do it all the time.
• Since we serve customers
globally, we have a better understanding of various cultures
& demographics.
• Our understanding
& suggestions for your business often serve as an important
3rd party perspective.
• We have better understanding
to customer psychology and their needs at different
times.
• Post outsourcing,
you will have more time for yourself, your business and most
important your family.
• We help you save
cost as our charges are much lower than what you would be paying
locally.
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