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The overseas outsourcing of call centre services brings its own perils including staffing and training issues, remote management, system implementations, customer acceptance and language barriers to overcome. Cincom's Call Centre Outsourcing solution offers an alternative to the complexities, costs and risks associated with outsourcing beyond the domestic labor market.
OverC partners with contact centres worldwide for multilingual inbound, outbound and web-based services around-the-clock, seven days a week. To ensure that they become an extension of your organisation and prior to joining OverC's international call centre network, OverC contact centres undergo business assessments and training in the following areas:
- Executive — Focusing on leadership, clients and business strategy
- Operational Management — Focusing on process, people, campaign strategy, technology and customer account management
- Call Campaign Competence — Focusing on functional subject expertise in help desk, telemarketing, credit and collections, order fulfillment and customer service
OverC centres must maintain quality standards and are subject to continual monitoring of contacts for quality assurance. As a result, your business receives the following benefits:
- Certified Agents — highly educated, 100 percent receiving intensive accent-neutralisation training
- Flexibility — so that you can alter call volumes daily
- Results — guaranteed performance and customer quality improvements driven by OverC tools and services
- Cost savings — both from overseas outsourcing and from savings passed on to clients
OverC helps you build personal, lasting relationships with your customers by delivering:
- Multiple customer relationship channels
- More intelligent communications, commerce and service
- Straightforward technology and infrastructure
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