Q How are your Customer Service Reps (CSRs) trained?
We invest a minimum of 30 hours of our own professional training in our staff for each of your projects. Each Customer Service Representative (CSR) will have 10-50 practice calls on your project before they interact with your customers. We will also record their calls daily, and they will listen to their performance. They will be retrained to perfect their performance on an on-going basis. We also engage in cooperative training with your staff trainers to ensure a smooth transition from your staff to ours.
Q How can An-Ser Services, Inc. help my catalog business?
Our CSRs are professionally trained to be courteous and warm, and to implement up-selling and cross-selling techniques. During peak hours, we can provide overflow service so that you don't miss a sale or keep customers waiting for extended periods of time. Our staff is efficient and detail-oriented. We will set specific call length and dollar per call quotas to meet and exceed your business goals. You can even elect to listen to recorded calls to make sure we are fulfilling our quality promise to you.
Q Do your Reps just answer the phone, or do they also have the knowledge and skills to conduct sales?
Our reps are knowledgeable and will be trained in your specific product or service, we become a seamless extension of your staff. We free up your staff to focus on your business' core competencies, and to increase the ROI of your marketing dollars.
Q What performance standards are usually measured and what are the standards?
We measure the length of calls. Our performance goal is to answer 80% of all phone calls received within 20 seconds, or by the third ring.
Q What kind of web-based customer care do you offer?
We will chat with your customers when they visit your site, or they can select our Web Callback, and request a phone call back at a certain time they choose. We can also enter orders into your shopping cart and process credit cards. With Web Collaboration, we can interact with your customers through VoIP to up sell and cross-sell your products.
