Advanced Inbound Call Center Solutions at PGBS
We monitor the quality with the help of various tools that allow us to track inbound voice process quality. Our qualified supervisors in India keep constant monitoring of agent’s answers and information on inquiries, guide them through chat messages or can silently monitor the calls and later provide corrective feedback.
Our agent performance is measured according to several metrics, including first call resolution (FCR), average handle time (AHT) and time in the queue. Before outsourcing your requirements to us you can stipulate goals; our call center will then work according to the service-level agreement (SLA).
We, PGBS one of the most progressive inbound call center service providers in India have qualified agents who have extensive and relevant expertise in call handling, answering calls & ensuring customer satisfaction.
Offshore Inbound Customer Support- Necessity
People love to have personalized services rather than automated robotic ones. The same holds true when it comes to offshore inbound customer support. Customers prefer live answering by real people over pre-recorded messages being delivered through answering machines. The latter can be impersonal, imprecise and emotionless. When you get calls of customers handled by live representatives swiftly, you successfully invoke a positive impression and people stay loyal towards you.
However, the downside is that maintaining the said type of inbound call center demands a considerable investment of time, money and effort. This is the reason why people consider outsourcing inbound call center projects to India based companies.
Benefits of outsourcing inbound call center services to PGBS
- Continuous focus on client’s needs: We keep eyes on the needs of clients and our conversation always falls in line with what they want from us.
- Use of robust technologies: Our team is backed by the best technologies and software to ensure that the services stay prompt and perfect.
- Domain and process specific knowledge: We are equipped with detailed knowledge of different domains as we are in the industry for a long time.
- 24×7 support: Our people are available all time round the clock to support your customer through voice, email and chat support. Our multilingual call center support ensures help for your customers in their native language.
- Advanced processes maximizing high returns on investment: We always look out for the latest happenings and practices followed in the call center industry. This helps us to adopt the most updated processes thus providing our customers with the best value for their investment in our services.
- Significant cost reductions: You have to allocate space and buy costly software programs and tools. As we are already into the profession exclusively with excellent strategies to minimize the cost of operations, you get the best rate from us. We follow a unique call center pricing model to the suite for all types of requirement hence our average cost per call for an inbound call center is affordable.
- Sales conversions: We know to deal with people with different attitudes and temper levels. Even an angry customer reaching us will be mollified as our experts know to make them feel valued and cared. This experience that we provide your customers can definitely help in gaining more sales conversions.
- After-Hours Support: At PGBS, we understand that you may sometimes face an ‘overflow’ situation that may demand you to put additional resources to work to handle your customer service efficiently. We employ a team of smart customer service professionals who can deliver world-class answering services and after-hours support. With telephone answering services that are perfectly tailored to your requirements, we can help you stay connected to your customers even at odd hours of the day.
Various industries we support include
Call Center Locations and Facility Standard
We maintain a network of world-class call center facilities around the globe and some of the major locations include Canada, Philippines, United States, and India. Each call center serves a different set of clients and every call center executive is trained to carry out specific tasks, as per the industry norms and the cultures that they have to deal with. We typically employ 6 to 100 employees in each of our call centers, making sure that our clients get a more personalized support from us.
PGBS – Your reliable call center support provider
PGBS is one among the best inbound call center outsourcing companies which aims to become your strategic partner by providing high quality outsourcing services to support your global service commitments. We, among the most professional call center outsourcing services provider in India welcome you to be a part of our finest call center services to fuel your business dreams. Check what our valuable clients say about our services.