Still in the dilemma of choosing us as your service provider? Read these frequently asked questions on outsourcing Call Center Services so that you can get a better idea about our products and services. You can also visit our website if you need any further clarification.
What are the call center working hours for PGBS?
We are available 24/7, i.e., 24 hours a day, 7 days a week, and 365 days a year in every time zone.
How long will it take to set up my call center?
It usually varies according to the nature and requirement of the job. Smaller projects may take 7 business days, while larger ones can take up to 3-4 weeks. However, we will always give our best to match the business plan of our clients.
In which languages can I expect to get support?
Even though the majority of our clients are from the English-speaking nations like the US and UK, we also house a team of multilingual experts who can proficiently handle 30 plus global languages, including French, German, Spanish, Italian, Dutch, and more.
Who will be in charge of training the agents?
Initially, the training will be conducted by clients via videos, product or service FAQs, etc. After that, we will take care of the future training of our agents so that they can offer the best performance.
What type of businesses do you serve?
We have worked with more than 200 companies and can serve any organization, regardless of its type and size. We value our customers equally and work with an equal commitment to the small, medium, and large businesses across various parts of the globe.
How much experience do you have?
We are into business since 2013. Our contact center agents have worked on varied projects of different complexity levels and from diverse global locations.
Can I install software on your call center computers?
Yes, we are okay with our clients to install project-related software on our computers.
What are the training processes that you follow in your company?
We want to make sure that our customers get maximum benefits of call center outsourcing. For that, we ensure that the person assigned to handle a project is well-trained and can handle all types of calls. For that, we ensure that the person assigned to handle a project is well-trained and can handle all types of calls. Apart from that, they are also trained to overcome even the most strenuous situations. Their accents, tones, and attitude are honed properly, and they are made to study and clearly understand the client’s business, product, and service details. In addition to that, we make the best use of all the available sources from your end so that our call center agent clearly comprehends your needs to provide you with excellent services.
Do you provide the option of voice recordings and call log reports?
Yes, we do. The backend remains open for our clients so that they can access the voice recordings and call logs with any device in real-time.
What are the different operation models in PGBS?
We use three operation models, i.e., outsourcing, seat leasing, and staffing. Through outsourcing, we provide appropriate solutions for call center seats, effective management, efficient use of hardware and software, and highly qualified agents. Seat leasing enables us to save your time and efforts by allowing you to choose the manager and agent of your choice. With expert staffing, you can rest assured that the services will be of top-quality.
How can you assure that no call goes unattended?
During busy occasions or non-service hours, the calls received are transmitted and recorded to the voicemail. These will be responded by our agents as per the specified service agreement. In this way, we make sure that the calls don’t go unattended.
What are the call center features provided by PGBS?
We offer the most advanced features available in the industry, which are:
- Competitive pricing
- Open-source technology
- Social media management
- Real-time call monitoring
- Workforce management
- Do-Not-Call compliance
- Predictive and preview dialing
- Automatic call distribution
- Estimated waiting time announcement
This is my first time planning to outsource. So, I am a bit paranoid about outsourcing call center services to India.
Well, don’t worry because we will have you covered. We do understand your concerns and confusion. So, you can make a call and talk to us. We will do our best to provide solutions to any queries you have, that is either related to resources, skillsets, infrastructure, prices, turnaround time, etc. Only if you are convinced, you may proceed to work with us.
What is the minimum number of agents we need to hire?
At least, one agent is a minimum.
What benefits can I get by outsourcing call center services?
Associating with us can provide you with the following benefits.
- Round the clock assistance
- Trained team of professionals
- Save on technology, equipment, and resources
- Multi-language support
- Marketing of new products
What about my data confidentiality?
Data security is of prime significance to us. We take all the needed steps to secure the client’s data, including passwords, logins, credit card details, etc. We also sign NDA and all other agreements that are needed for security purposes. We also carry out a thorough background check before recruiting individuals for our company.
Can you tell me what the typical invoice amount contains?
The typical invoice amount usually consists of details related to the wage of the agent, tax, software, hardware, medical insurance, maintenance, bonus, utility, office space, tech support, social benefits, etc.
How do you keep your agents motivated?
To ensure that our call center agents remain motivated all the time, we take different measures that are mentioned below.
- We provide an attendance bonus and KPI performance bonus.
- We customize the bonus system depending on the nature of the job and the productivity of clients.
- We spare the revenue amount for team building activities.
- We appreciate the participation of clients in tailored programs.
What are the terms and conditions related to payment?
We start working only after the payment is received in advance. We also hold all rights to put the project on hold, suspend, or even terminate the work if payments are delayed.
Why outsourcing my call center makes good business sense?
Outsourcing call center services are great for improving the productivity of your business. It can help you to build a strong presence in the market, effectively market a new product or services, and keep your customers 100% satisfied.
Do we need to commit long term?
No, you do not have to do that. You can cancel our services any time you want with 30 days’ written notice. However, you only need to commit for at least two months.
How do I make the payment?
We accept payments through Master Card, Bank Transfer, Visa Card, Alipay, PayPal, etc.
PGBS is an ideal partner for many clients since the call center solutions we offer are comprehensive and cost-effective. Besides, we also assure you to provide huge profits to the clients and guarantee to offer outputs faster turnaround time in the industry. To associate with us, kindly email, call us, or fill in the form provided on our website.