Frequently Asked Questions
If I am expecting an important call, how will I be notified that it has come in?
Any changes made to your standard instructions can be made by informing the supervisor on duty. For example, you can provide a number that you can be reached at by our representatives when the important call comes on. You can also request that we put the caller on hold and connect his call to you directly.
How can I be assured of the number of calls the service has handled for me?
The website can be checked by our clients for the statistics on how we have handled your incoming calls. Another option is for us to send you daily reports regarding the calls received, which will include the duration, time, and phone number of the caller. If you wish to review our records, we can also make arrangements to prepare recordings – all callers will receive the appropriate notices prior to the recordings being made.
How long has the company been in the business?
USContactPoint has been working in this field for three years, and has proven our abilities to more than 150 small and medium businesses.
How quickly can my calls be answered and be free of busy tones?
We are vigilant about monitoring the calls to check for quality in how our agents handle the customers. We ensure that all calls are answered within three rings, and all agents are monitored to maintain a reasonable amount of handling time.
Do you have enough staff to handle the call volume?
Our vow of providing excellent service extends even to this. We make sure that there will always be an available agent to take the calls that are coming in. Currently, we employ a total of 120 professional agents to handle calls. Our personnel department is currently expanding, to allow us to handle more calls and focus more on the individual needs of both callers and clients.
How does the hiring process go?
All applicants are given thorough online examinations to measure intellectual and problem-solving capabilities. After which, they are tested on conversational skills and ability to handle mock situations that might arise while handling a call.
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