Quality of Inbound Calls
We understand that failing to follow best practices is costly, Parmac will ensure that all of the agents assigned to your program , are familiar with every detail of your project.
When dealing with incoming calls we consider every detail from start to finish.
Our agents are in-house – never outsourced, trained to be understanding, positive and focused on caller satisfaction and superior results. Parmac can seamlessly blend outbound calls with your inbound program. From simple things such as ensuring that a caller reaches a live agent as quickly as possible, to the quality of the greeting, and how we address caller’s concerns; our agents stay focused on customer satisfaction. We avoid close ended responses in order to keep customers engaged with what best suits a particular project’s needs.
We end calls by confirming that we’ve addressed the caller’s requirements, ensuring that any and all issues have been resolved, and questions answered with as much depth as needed. We sum up any actions that may have been agreed to and record calls and outcomes in order to generate detailed reports for our clients. Every step of our Incoming Call Service is reviewed, and if adjustments need to be made, we make them quickly, so as to generate the best possible ROI.