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Do you want to outsource an activity or department to a call center, but don't have the time to take care of provider selection and support? Then Snubes is the right place for you.
Through our platform, we offer you the ideal opportunity to find the perfect call center for your needs quickly and with minimal effort. In addition, we offer even more extensive support and management post-selection process, with our call center management. As your contractual partner, we will gladly take over the entire provider selection, the preparation of your outsourcing project, as well as the management of your call center for you. In a package custom tailored to your individual needs, we take care of tasks such as call center setup, training with agents, quality assurance, complaint management and optimization of your process outsourcing, as required.
This comprehensive package enables you to benefit fully from the planned outsourcing to a call center, while reducing your workload to a minimum and allowing you to devote your full attention to your core business.
Your Advantages With Call Center Management Through Snubes
Flexible choice of service provider
You have a contract with Snubes that is not tied to a specific service provider. If you are dissatisfied, we will take care of finding a new call center - without additional costs or effort for you.
What Is Included in Our
Call Center Management
Just as important as choosing the right call center is preparing for the start of the project and managing the outsourcing partner. But what do you have to pay attention to in call center management and how do you do it right?
If you decide to make Snubes your partner instead of a single call center, you no longer have to worry about this. Instead of a contract with a service provider, you can benefit from Snubes as a general contractor. You can sit back and relax, or focus on your core business, while our proven management process delivers best-in-class call center performance.
We take over the most important tasks
in Call Center Management for you:
1. Provider selection
In consultation with you, we look for the right service provider(s) for you. Depending on the requirements profile, the call center agents deployed will come from one or more call centers. This way we ensure that the desired skill set, as well as the required operating times and languages, can be fully covered. With Snubes as your outsourcing partner, you continue to have a single point of contact for all your needs.
3. Setup of the call center infrastructure & setup of system connections
According to your requirements, we set up the agent teams in the call centers and develop coordinated deployment plans.
Should the call center work on one or more of your systems, such as CRM? We make sure that the IT connections are set up correctly and ready for use at the start of the project. We also take care of the routing of the telephone system, if required.
4. Training of the call center agents
Based on the information you provide, such as FAQs and procedure and process instructions, we work with you to plan the training of the call center agents. Depending on the complexity of the tasks, either all call center agents or only the team lea-
ders, who then pass on what they have learned to their team, are then trained.
5. Operations
Once all these steps have been completed, no-
thing stands in the way of starting the project and your call center can go live.
6. Quality assurance & monitoring
Once the project is up and running, we take care of quality assurance and monitoring of the project for you. Constant monitoring of call center performance helps us to identify problems quickly and take appropriate measures to optimize them. You will be kept up to date in the form of reports and regular meetings.
7. Complaint management
If you or your customers are dissatisfied with the call center's performance, we take appropriate action on your behalf. In most cases, problems with a service provider can be resolved through minor process adjustments. However, if this is not the case and a call center change is unavoidable, we will take over the search for a new provider for you. Since your contract is directly with us and not the call center, there are no additional costs or effort for you here.
8. Analysis & optimization
Through many years of experience in outsourcing, we know which screws can be turned to make your cooperation with a call center even more successful. In addition, we continuously analyze the results from quality assurance & monitoring and complaint management to identify and implement optimization opportunities. These often show up in the quality, the cost structure or the automation of processes. In this context, we also take care of any necessary follow-up training for agents. In this way, we ensure that your call center runs as smoothly as possible.
Now Sit Back and Outsource
Leave the management of your call center to us. From searching for a provider and setting up the project to quality assurance and optimization, we take care of all the tasks for you. So you can relax and enjoy the benefits of successful outsourcing while you take care of your core business.
Are you interested in a free consultation? Please feel free to contact us.
