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Call center agents are the main ingredient of success in any call center. Green Esta understands this; our asset is certified call center. We put in practice the best customer relationship management (CRM) services. We understand the importance of call center agents training, that the product is only as good as those delivering it, hence we train our Telemarketing agents with state of the art interactive training programs developed by International Telemarketing experts, thereby allowing each staff member to benefits from hands-on training prior to dealing with live calls. When it comes to telemarketing services our team is made up of Telemarketing/Telesales experts.
Green Esta firmly believes in the importance of training, learning and benchmarking for achievement of outstanding quality calls standards.
Training inputs are imparted to every call center agent on an ongoing basis to maintain enhanced performance levels and individual growth.
Since learning and development is a continuous process special attention is paid to the requirements of the candidates in terms of knowledge, skills and attitude.
The following programs and workshop are mandatory for all Associates joining our call center:
- Telemarketing skills
- Listening Skills
- Telephone etiquette's
- Customer relationship management
- Communication and Team Effectiveness
- Team Building/leadership skills
- Time Manageme
Training is a continuous process that begins with fundamentals and philosophies and expands with e-commerce customer services & e-business solutions. Through customer product knowledge and internet marketing research we train our call centre staff to get the best result. To this end, emphasis will be placed on customer product knowledge and role-playing. We encourage our clients to be involved in the training process, as they can be instrumental in sharing background and real life experiences.
Why Outsource BPO (Business Process Outsourcing)?
Facts demonstrate that the outsourcing of customer service programs is growing at a fast rate. Companies are concluding that there are some activities they can do more profitably than others. Thus, as a call center outsourcing is an important ancillary activity, the most efficient decision in nearly every case is to outsource.
A professional Call Center outsource partner can give your company customer care that’s superior in terms of cost, control and quality.
- The up-front infrastructure costs involved in providing customer service whether via phone, email or live Internet chat, are enormous.
- An in-house call center requires investment in the space and technology to handle the highest demands that are expected in the foreseeable future.
- Backup systems need to be built to deal with system down times, maintenance or repair.
- Customer care is a labor-intensive activity. Because of high turnover and tight domestic labor pools, it requires on-going investment in recruitment, training, checking and other human resources costs.
- Thus the HR department may end up spending a disproportionate amount of time seeing to the needs of what may be a relatively small part of the overall operations of your organization.
- Dramatic shifts caused by seasonal or even hourly volume changes also translate into high costs.
- Your organization need only pay for what resources it actually uses while retaining the ability to add capacity as needed.
- Additionally, a partner with overseas-based facilities can provide your organization with the cost benefits associated with a global talent pool, without the hassle and expense of establishing a base so far from home
In an outsourced BPO environment, the outsourced call center partner takes on the responsibility for day-to-day operations while working closely with your organization to define key objectives and long-term strategic plans. Thus you are assured that the CSRs understand your mission and corporate philosophy so they can represent you in the best possible manner to your customers.
- The partner provides regular, detailed reports on pre-established performance measures. Thus rather than losing control, you gain a clearer picture of the efficiencies or bottlenecks in the operations and are able to focus on results.
- BPO Outsourcing enables your organization to focus attention more fully on its core businesses and competencies.
- An BPO outsourcing partner whose main business is to provide quality customer care services is in the best position to give your customers the highest possible level of service you need.
- Representatives are available 24x7x365, at staffing levels that are infinitely flexible to meet peak demands related to season, time of the day, product launch, etc.
- Working from documentation, FAQ lists etc provided by you, they are able to either answer questions immediately, or seamlessly transfer them to more expert second-tier help. The response time to your customer requests and queries is minimal.
- In addition, internationally based outsourcing partners have access to a global pool of highly trained, motivated, English-speaking workers.
- Outsourced Call Center companies operating in places such as Bangladesh are able to hire and retain professional, college-educated customer-care representatives at cost factors well below those of call centers operating in the US.
In a truly customer driven market, success depends on a company's ability to be with the customer on a round the clock basis satisfying all their product and service specific needs. For large Fortune 500 corporations, outsourcing their business processes makes sense. It allows the corporation to focus on its core competencies enabling it to manage growth and quick implementation models for cost cutting.
We a growing Bangladeshi CRM company, which offers a cost effective range of integrated customer care services. We offer an unparalleled level of customer satisfaction across our world-class competencies viz. email response, real-time chat, call center services, knowledge management, customized CRM architecture and related value added services.
Our key performers are our team of professionals and consistent process transitioning methodology. We complement our strong global orientation with a thorough understanding of the Indian call center operating environment. Importantly, we enjoy an enviable employee satisfaction level.
Green Esta assurance encompasses the following:
- Excellent quality and consistency
- Reduced turnaround time
- Significant cost reduction
- Reduced time to market
- 24X7 customer support services
At Green Esta we are passionate about solving our customers’ problems as soon as they happen. That's because we realize that for all our customers, time really is money. Ultimately, our CRM isn't a tool to service customers-it's a way to see the future. As the world becomes more interrelated, our CRM specialists and operations teams are mapping the future of customer needs and how to best address them.
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