FAQ's

WHAT IS AN OUTSOURCING CUSTOMER SERVICE CALL?

Outsourcing customer service is a common practice that businesses (large and small) do to free up resources and manage their brand.

WHAT ARE OUTSOURCING CUSTOMER SERVICE BENEFITS?

Outsourcing customer service allows a company to focus on growth and other daily business operations while their customers are tended to by a third party. The benefit comes if the third party can offer a level of quality that surpasses internal (in-house) customer service.

WHAT ARE COMMON OUTSOURCED CUSTOMER SERVICE COMPLAINTS?

When business owners are unhappy, it is generally because customers are not getting satisfactory solutions from customer service which can cause problems with merchant accounts and even government officials.

WHAT IS THE AVERAGE OUTSOURCING CUSTOMER SERVICE COST?

Most customer service providers charge per minute, and that cost can range from $0.75 to $1.25. There are other fees that tend to change the actual cost.

WAHT IS "OUTSOURCING CUSTOMER SERVICE" DEFINITION?

When a company hires a third party to take calls and messages regarding a product or service for that business.

OUTSOURCED CUSTOMER SERVICE EMAIL?

Yes, some customer service companies offer email response to customers as well as other platforms like facebook, facebook messenger, and other social media platforms.

OUTSOURCE E-COMMERCE CUSTOMER SERVICE?

Third-party customer service is a perfect fit for many e-commerce businesses allowing a sometimes small staff to focus on growth.

OUTSOURCED CUSTOMER SERVICE FOR SMALL BUSINESSES?

Small businesses in many cases are an excellent fit for third-party customer service.

OUTSOURCING CUSTOMER SERVICE FUNCTIONS?

Outsourced customer service provides different levels of service for their client depending on the needs. Some customer service centers can take returns, others can interact with customers via email and social media. There are many options with different providers.

OUTSOURCED CUSTOMER SERVICE INDIA (OFFSHORE)?

Offshore customer service has garnered a bad reputation because of the obvious differences in communication and culture. However, some offshore call centers can overcome these stereotypes with intense training.

OUTSOURCING CUSTOMER SERVICE QUESTIONNAIRE?

A questionnaire is used by customer service centers to see if the potential client would benefit from their services. General questions are asked about the business and customer service already in place.

GLOSSARY

AG

Attorney General.

AG Threats

When your customer threatens to report your business to the Attorney General.

AVG. Min. Per Call

The average number of minutes your customers stay on the line with your CS.

B2C

Business to Consumer

B2B

Business to Business

BBB

Better Business Bureau.

BBB Threats

When Customer threatens to report your good name to the BBB.

Chargebacks

When a customer has their financial institution reverse charge from your merchant account.

CS

Customer Service

CS Agent

The CS employee that handles your customers and your brand.

CS Employee Credentials

The background and training of your CS Agents.

CS Employee Training

The type of training your CS invests into the agents handling your customers.

CS Employee Turnover

The number of employees your CS is constantly hiring.

CSC

Customer Service Collective

Escalation

When the caller asks to speak to a manager, or makes threats.

Escalation Fee

When your CS charges you more for passing a customer on to management or handling threats.

Outsourced CS

Any number of large 100 + seat call centers handling CS.

Price Per Min

The cost of your CS per Minute.

Re-bills

When your CS is able to get the customer to stay on a billing cycle.

Refund

When your CS gives money back to the caller.

Refund Rate

Revenue minus Refunds.

Sales

When your CS sells to customers who call in for customer service.

Script

The pre-written responses to customer calls about your product or service.

Trainee

A new employees first month on the job.

FAQ's

Have any questions that we have not answered yet? Check out our page of frequently asked questions.

contact us

Interested in working with us? maybe you just want to chat. Either way, we are here for you.


Phone:

(855) 393-9777

Email:

info@customerservicecollective.com