FAQ
The cost of service is quoted and agreed on prior to commencement of the contract, which allows for periodical adjustments in case circumstances change. The quote is prepared individually, based upon your specific parameters and requirements. In setting the price the following is considered:
- the cover time (standard, extended or 24/7 availability),
- the expected time volume (the cost per individual contact decreases with the increasing number of contacts) and
- the type of service (complex services are valued differently than a simple communication of general information).
You will be given a dedicated email address where you can send all updates and changes to products, services, protocols, current instructions, etc., so that our team can follow all the changes and news related to the support we provide to your customers. Also, you can always call your user number, and our agent will record the necessary information in detail and forward it to the entire team.
Every month, you will receive both a content and a statistics report. All the recorded data exported from the CRM application is included in the content report, while the statistics report contains the number of contacts, handling times, totals, and average values.
No additional equipment or investment is needed. Routing or transferring excess calls is set up by the vast majority of today’s telecom providers, telephones, and switchboards by simply changing settings.
All your incoming and outgoing calls will be relayed through a unique telephone number. Several departments or business units can be easily transferred to this number.
High-tech, dedicated equipment and carefully selected full-time agents are the foundation on which the quality of our service is built. Echo Contact Center utilizes its own software for contact recording, providing information and producing reports. We also operate with our own telephone, chat, email, web, and database servers. Our agents are trained in providing quality, service-oriented communication. They are tech-savvy and proficient in computer literacy. Their work takes place in a controlled environment, under the supervision of experienced team leaders and a contact center manager.
All information that is part of the contract and/or contractual obligations is absolutely confidential. We store and handle your data responsibly and it is totally inaccessible to third parties, which is ensured by organizational, procedural, and technical means. Non-Disclosure and Data Protection Agreements are standard sections covered in the General Service Agreement.
Outside the agreed service window, callers receive pre-recorded information with content based on your requirements. This can be, for example, the welcome dialogue with information relating to business hours. The customer can also have the option to leave a message or we can transfer the call to your on-duty staff.
A unique telephone number is assigned to every client. The assigned number is routed to the specific client by the central telephone server. The client’s company name and its specified welcome dialogue are displayed on the telephone and the screen of the agent’s workstation.
Because Echo is an extension of your business, our agents respond in the same manner as members of your staff. The customers will not be aware that the contact is being handled by us.
We use the “train the trainer” approach – at the beginning of the collaboration, we assign a senior agent to train and fully learn the details about your company, products and/or services, instructions, work procedures, etc. After the senior agent completes the training, he or she is the one who trains and supervises the training of the rest of our team.
Our agents record each contact in detail and enter it into our CXM application. When necessary, they can immediately forward the information to the responsible person or department in your company, using telephone, email, or SMS. Your staff can also access our database records of your customer interactions in real-time via a specialized, secure web platform.
The time required to establish the service depends on the complexity of the project. After receiving all the project parameters and information, we start setting up the system and agent training, which typically takes only a few working days.
Details of each contact is carefully entered into a CXM system, which can be either our system or your existing solution. Time, source, and duration of the calls/chats are recorded automatically by our telephone server. In this way, all relevant details of the contact are recorded, including time and date, customer information, remarks, contact category, and any custom data required by your procedures.
