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Inbound Call Centre
 Our Automated Call Distributor (ACD) answers all inbound calls within a specific time. We can arrange for a voice artist to record your introductory message, or alternatively you can supply us with a pre-recorded tape.
While the caller is on hold, there is an opportunity to play more information about your company or product. As soon as a call responder becomes available, the message will be cut and the caller will be routed to a call responder.
Inbound Tele-operatorbased service
Live operators are available on a dedicated or non dedicated basis to professionally handle client enquiries and complaints on a casual basis or 24 hours a day, every day of the year.
A major portion of the service is the identifying and reporting customer needs directly to management as well as capturing caller details in a custom designed data base.
Cyberia addressesthe most common problems associated with in-house customer care service operation:
-Many calls get handled poorly or by untrained staff or by the incorrect personnel
-Extended hour customer services are costly to set up and maintain
-Existing telephone systems need to be substantially enhanced in order to handle an increased volume ofincoming calls.
-Permanently employed tele-operators get bored handling calls of a repetitive nature and high staff turnover and training costs can be expected.
-Usually there is very little information on existing problem areas, customer comments or data base information.
A number of our clients have to establish their own “in house” tele-centres but have concluded that it is far easier, productive and more cost effective to outsource this work to the experts. As has been proven by both overseas and local trends, this area can be successfully outsourced without increasing overheads or staffing problems. Improved customer care by telephone is a proven way to gain market share and a professional telephonic service simply manages the calls that much better.
Cyberia has the infrastructure to not only alleviate the normal problem areas as mentioned above, but has the necessary resources that will allow your organization to provide customers with a superior customer care programme. It will also highlight bottlenecks and specific problem areas that may require attention.
Next: Outbound, Telemarketing
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