FAQ
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 elements of the contact are recorded, including time & date, customer details, remarks, contact category and any custom data required by your procedures.
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.
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, e-mail or SMS. Your staff can also access our database records of your customer interactions in real time via a specialized, secure web platform.
We use the “train the trainer” approach – at the beginning of the cooperation, we assign a senior agent who receives your training with details about your company, products and/or services, instructions, work procedures, etc. After the senior agent completes the training, he is the one who trains and supervises the training of the rest of our team.
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.
A unique telephone number is assigned to every client. The dialed number of every call is checked and allocated to the specific client by the central telephone server. The client’s company name and his specified welcome dialogue are displayed on the telephone and the screen of the agent’s workstation.
Outside the agreed service window, callers are played an informational recording with content based on your requirement. This can be, for example, the welcome dialogue with information relating to business hours. The customer can also be offered an option to leave a message or we can transfer the call to your duty staff.
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 parts of the General Cooperation Agreement.
High-tech, dedicated equipment and carefully selected full-time agents are the foundation on which the quality of our service is built. Contact centre Echo utilizes its own software for contact recording, providing information and producing reports. We also operate with our own telephone, chat, mail, web and database servers. Our agents are skilled in communication, computer literate, proficient and educated. Their work takes place in a controlled environment, under the supervision of experienced team leaders and contact centre manager.
All your incoming and outgoing calls are being conducted through a unique telephone number. Several departments or business units can be easily transferred to this number.
No additional equipment or investments are 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.
Monthly, you will receive both a content and a statistics report. All the recorded data exported from the CRM application constitute the content report, while the statistics report contains the number of contacts, handling times, totals and average values.
You will be given a dedicated e-mail address where you can send all updates and changes to products, services, protocols, fresh 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.
The cost of service is quoted and agreed prior to commencement of the contract, which allows for periodical adjustments in case the circumstances change. The quotation is prepared individually, based upon your specific parameters and requirements. In setting the price the following is considered:
- the cover time (basic, 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).
