Outsourcing Call Center Support

MULTICHANNEL HELPDESK

THE PROBLEM WITH MULTIPLE TOOLS

Having support processes and customer data fragmented across different tools will hurt your support. Not only does it take a lot of time and effort to maintain multiple tools, it also takes a lot of training time for agents to learn to use them.

RFC Staffing VS unifies all your information

With RFC Staffing’s multichannel helpdesk, our agents can reply to emails, answer customer calls and chat with customers right within the helpdesk. You can always access past interactions with any customer on any channel from a unified, single customer database. Agents can also follow up with customers and keep track of conversations by converting them into helpdesk tickets.

EMAIL SUPPORT

Convert every support email into trackable ticket in the helpdesk that you can manage and execute tasks on. Add and manage multiple support emails. Unlike your email inbox, every email with RFC will be categorized, prioritized and assigned to specific support agents. We can also set resolution deadlines for every ticket using Service Level Agreement.

Set up a fully functional call center on the cloud. We can port or buy support numbers for your business anywhere in the globe! Agents can record calls, attach them to tickets, and easily access contextual data such as recent conversations with the customer.

CHAT SUPPORT

Native chat support or Facebook messenger chat support can be integrated inside RFC Staffing's helpdesk for your business. Our agents can use chat support to engage with customers who are on your website, in-app, or mobile platform. Reply to a conversation initiated by the customer or response made on a proactive campaign set up by you. Use the messenger to assign chats to a specific team member or a group, get all the contextual information about the customer, and convert resolved conversations into tickets.

Provide a quick way for customers to reach you by adding a ticket form to your website that can be integrated with the RFC Helpdesk. Connect the form to your knowledge base so the customers can see relevant articles as they are typing in the ticket form and get their answers quickly without waiting for an agent’s reply. You can add this support tab in your web app, and anywhere else your customers might need to contact you.

FACEBOOK SUPPORT

Integrate your company’s Facebook page with our helpdesk so that agents can step in and help when customers post on your page asking for support. Set up shorter reply and resolution time limits for Facebook tickets using SLAs. Prospect and customer conversations from Facebook will also appear in the helpdesk so that agents have complete context while replying.

TWITTER SUPPORT

Integrate your company’s Twitter handles with your helpdesk so that important tweets are converted to tickets and addressed immediately. Set up automation rules to monitor all the tweets you consider relevant to your support team. Our agents can monitor Twitter streams and engage with users right from the our helpdesk.

 

Answering Services & Call Center BPO Services FAQs

1Who will be answering my calls?
Located in deep in the heart of Texas, our team of friendly and professional U.S. based virtual receptionists are always ready to answer your calls, 24 hours a day, 7 days a week.
2Do you specialize in particular types of businesses?
RFC Staffing & Virtual Solutions offers a flexible platform that works for businesses of any size and industry. We service the following industries, and we are open to expanding our platform to suit your needs: Personal
New Economy
High Tech
Startup
Cannabis Industry
Agriculture
Manufacturing
Mobile Commerce
Wireless
Entertainment
Music
News Media
Education
Telecom
Electronics
Financial Insurance
eCommerce
Retail
Healthcare
Travel
Food Service
Hospitality
Medical
Real Estate
Property Management
Funeral Home
Utility
Energy
Law Office
Aerospace
Transport
Construction
Pharmaceutical
And More!!!
3What hours are bilingual services available?
Our bilingual agents are available from 8am to 11pm CST.
4What kind of training do your virtual receptionists receive?
RFC's answering service agents are shared agents that service multiple clients simultaneously. Shared agents are trained to take calls for all different types of companies. Whether you're a law firm or a startup, a big business or a tiny one, our agents have the training and experience to deliver service that will wow your callers.
5What kind of training do your dedicated call center agents receive?
Our virtual call center functions like your own business resource and is an extension of your company. Dedicated Agents undergo specific and intense training to learn your business processes and company culture. Agents are also coached on effective up-selling or cross-selling of your products and services.

Training is held online in live virtual classrooms led by trained instructors. We will work with you to setup training materials and curriculum.
6How soon can you begin answering my calls?
Answering Service Calls - At RFC Staffing VS, we build every script completely custom to your business. Once we gather your script information, we begin answering your calls within 24-48 hours.

Call Center Calls- Every business is different. Certain factors like the nature of the project, the complexity level of your business needs, recruitment processes, training processes, agent skill sets, and the resources your business uses will determined the time required for "live deployment".
7How Do I Receive Details from My Calls?
We offer 3 convenient ways for you to receive your messages, leads, and confirmations relevant to the actions we perform on your calls:

Real-time Call Summaries - Receive an email and/or SMS message after each call.

Daily Batched Call Summaries - Receive a call summaries CSV by email daily.

Native Application - Have our agents enter caller info directly into your CRM, eCommerce, scheduling or ticketing system.
8Are there any exceptions to your 24/7 availability?
No. Our contact center is always here 24/7/365 to answer your calls -- even on holidays.
9Do I have to sign a contract?
Answering Service Calls - No. With RFC Staffing, there is nothing to sign and no long term contracts for answering services. Our service is month-to-month. Your are billed one month in advance for your calling plan and additional usage (additional minutes, etc.) from the previous month.

Call Center Calls - We offer service agreements of 3 months, 6 months & 12 months for ongoing projects. We also offer seasonal service agreements for companies who experience business surges during specific times of the year (ex. spring and summer hotel bookings, tax season).

If your business has short term needs for events like fundraisers, charities or natural disaster impacts, let us know. We can work with you to find a solutions that fits!
10Do you have any cancellation fees?
Answering Service Calls - No. You can cancel whenever you want. If you cancel, you will be billed for the current month and usage from the previous month, but you won’t be billed again.

Call Center Calls - Based on service agreement.
11Can I change answering service plans?
Yes! You are not locked into any plan. You can choose to upgrade or downgrade service at any time. Our plans are designed to your specifications, so our staff will always work with you to make sure you have what you need.
12Is there a setup fee for answering service calls?
Yes. There is a one-time fee of $50 to set up your account in our billing/ ticketing systems and create your scripting protocol.
13What if I choose the wrong answering service plan and go over my minutes?
Don’t worry, happens all the time! During your first 6 months of service with RFC Staffing & Virtual Solutions, we’ll automatically upgrade you to the cheapest plan for your usage.
14Is my information safe?
We take security seriously. Our call center is PCI compliant and we build layers of security that deter hackers and guard your site. All message information is protected with SSL encryption to keep your data safe.
15How do you bill?
We offer monthly billing and we only accept payments online. We accept all major credit cards including Visa, MasterCard, Discover and American Express via Stripe and PayPal protocols.
16Are the phones answered in my company name?
Yes! You decide how we answer your phones and what you want our agents to say. We are here to be an extension of your company with the same look and feel you specify.
17Do your operators work from their home or from an office?

All of our agents work from home.  Here is why...

1. Higher Agent Productivity
Many businesses don’t have the space to create separate areas for inbound customer support and outbound sales. At-home working completely eradicates problematic noise level issues and allows agents to work uninterrupted.

2. Improved Customer Service
Most people would agree that they can perform better in a more focused environment where concentrating on the task at hand is easier. Without interruptions from other staff members, our agent’s only priority becomes the customer. Customers appreciate this as well as they have the full attention of the agent and are not asked to constantly repeat themselves.

3. Wider Talent Pool
A busy contact or call center environment is not to everyone's cup of tea. In fact it could be a major deterrent for agent recruitment. Instead of a one-size-fits-all approach, we provide a flexible option for mixing onsite and remote workers seamlessly. And at-home working is an attractive choice for skilled staff who don't enjoy the busy contact center environment.

Remote work is also a great fit for people who have the perfect skills for the role but have family or other commitments. Home workers have the flexibility to do the school run or go to their appointments but can still log in and commit to their agreed hours. This creates a win/win situation by adding certain agents at certain times of day where you know you're likely to have peaks.

4. Increased Flexibility
Using home workers can help you to scale up and down in line with the needs of the business. Depending on the type of business you operate, you may have seasonal fluctuations and changing call patterns. With remote working, we have the flexibility to schedule our staff as needed making it far easier to manage seasonal peaks.

Cloud hosted contact center software lets us simply add additional agents on the fly so that they’re up and running in an instant.

5. Cost Savings
Equipment and office space isn’t cheap. Huge cost savings can be made by employing home workers. With a physical office, you need to be ready for the maximum number of agents that you'll ever need -- even if it's only a few days a year that you actually need that many. By utilizing some additional home workers you can help keep expenses related to space and infrastructure to a minimum.

And for a growing business, employing at-home workers allows you to expand without physically relocating.

6. Skill Retention, Staff Loyalty and Reduced Agent Turnover
Sometimes employees have an off-day where the last thing they want to do is face 50+ of their colleagues. We’ve all been there. And what about the occasional snow day? With remote work, employees can still be productive without requiring time off for unexpected issues.

Have you ever heard someone talk about how much they enjoy the drive to and from the office? At-home work alleviates the burden of commuting to the office, making for a happier employee. And happier staff leads to greater commitment and more motivation.

With the average age of a contact center employee being in the mid 20's, some of your more mature employees may have the best skills but don’t necessarily want to spend their day alongside staff members the same age as their children. Rather than leaving the business they may want to opt for home working.

Bottom line: Increased Employee Engagement = Increased Employee Retention AND Increased Customer Satisfaction ratings.

7. Visibility of Activity and Ownership
Home working, and the lack of insight into the employee’s activities, used to make managers nervous. But today’s cloud contact center system provides just as much insight and visibility into agent activity as if they were in the office. Any abnormal activity will be automatically detected and flagged and you can see at a glance what all of your agents are doing, wherever they are.

You'll also often find that agents working from home have an increased sense of ownership.

With a cloud contact center like RFC Staffing & Virtual Solutions, you can very quickly start to tap into these benefits. Forward thinking companies have been doing this for years and it's a trend that continues to grow. Reach out to one of our experts to talk about how we can help your business achieve its goals through our cloud contact center adoption.

18How do I route my callers to you so you can answer our phones?

It's easy to get your calls to RFC Staffing VS. We provide a new phone number with all our plans. You can either advertise this number directly, or if you already have a number that you want to use, you can forward it to your RFC Staffing VS number one of three ways:

  • Forward your calls to RFC Staffing VS all the time.
  • Forward your calls to RFC Staffing VS as needed.
  • Forward your calls on a ring-no-answer basis (calls will automatically rollover to RFC Staffing VS if you don't answer after 3 rings).
19Where are our calls answered? Are they outsourced to a foreign country?
NO – all calls are answered in the United States by our virtual agent team.
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