F.A.Q.s
Some common questions and their answers:
| Q: | I expect / I receive very few calls per day. Can I outsource to you? |
| A: | Sure. Our charges & plans are suitable for a small business which may not have a large call volume but still wants to break free from answering support / query calls and focus on core objective of business growth. For Low Traffic customers, our PER MINUTE plan is very suitable. For high Traffic customers, our PER AGENT plan is very effective. You may choose the plan best suited for your needs.  |
| Q: | Is there a minimum contract period? |
| A: | There is no minimum contract period! |
| Q: | What is the training process? How are your agents trained? |
| A: |
Our
training process is very simple. We need the following material to understand your business and be able to support your customers well.
Our Process Managers will interact with you to ensure complete understanding of your business. Based on these discussions, we create a knowledgebase for our agents. Our Process Manager then trains the agents. There are a series of group discussions between our Process Manager & Agents. In about a week, we are fully trained to Go Live! For technical support, we hire qualified agents from the beginning. The agents would be thoroughly studied in the required field. Our foray into offshore technical support has grown leaps and bounds and has already become a major part of our organization. |
| Q: | What happens if the phone line is busy? |
| A: | We have our own IP-PBX server located at our Contact Center. Hence phone lines are never busy. As soon as a call is received, it enters a Call Queue and is answered by the agent immediately. If the agent is busy answering another call for you, the new call is maintained in the queue. During non-service hours, calls are redirected to our voice mail system. Our agents respond to the voicemails as per terms of agreement. |
| Q: | What are your Hold-Times? |
| A: | For Per-Minute Plan, we try to maintain a hold-time of less than 2 minutes. For Per-Minute Plan, you control the hold times. Our agents are dedicated to your services only & answers as many calls as possible. But if there is still a hold time which you would like to improve, you would need to signup for more agents :) |
| Q: | Can I have a custom Welcome Greeting Music? |
| A: | Yes! For Per-Agent Plan we offer custom recorded greeting messages. Simply email us your greeting recording in .wav format and we will configure it in our servers free of cost. |
| Q: | What languages do you support? |
| A: | Currently, we offer services in English language only. |
| Q: | What are your payment terms? |
| A: | All payments are required in advance. Invoices are emailed 10 days before the begining of the service period. Payments must be received by us before the beginning of the services. If the payments are not received, we will be forced to suspend services, until receipt of payment. You can pay by Credit Card or send Bank Wire Transfers to our bank account in New York, USA or London, UK. The cost of wire transfer / Credit Card Transaction charges is to be borne by the client. |
| Q: | How will our customer's calls reach you? |
| A: |
Forwarding your customer's inbound calls to us is very simple. Step 1: We assume you have a toll-free or regular number which you have published to the world. Step 2: We will provide you with a local phone number of your area. Step 3: You need to setup Call Forwarding on your published number, to the local number provided by us. Step 4: Call will now ring directly at our Contact Center in India. No long distance call charges apply in this forwarding process. |
| Q: | I am ready to start. What next? How do I start? |
| A: |
Step 1: The first step is to fill up the sign-up form here. Step 2: Based on the contents of the signup form, we will send you Service Contract + First Month's Invoice. Step 3: Sign the contract and email it back to us along with the payment. We will start the training process, set up phone lines, Knowledgebase etc. All this would take about 7-10 days after which we are ready to go LIVE!! |
| Q: | I need to outsource, but never done it before. I am apprehensive? |
| A: | We can understand your apprehensions and concerns about outsourcing! We encourage you to discuss your business and the process you wish to outsource with our Sales Team. Our Sales team will explain all aspects of outsourcing, including advantages / disadvantages specific to your business. This will build the much required faith and confidence in our services and the concept of outsourcing. Please remember outsourcing is no magic. It's a process of getting professional to manage an important part of your business - Customer Support. We understand Customer support better than you. We help you reduce costs & allow you more free time for your business and family. We are leaders amongst Customer Support Call Centers in India. |
| Q: | Can your agents use our systems (Live Chat / Ticketing System / other software)? |
| A: | Yes. We support all types of Live chat Software. Our agents have experience with all types of Trouble Ticket Systems. We can also quickly learn any proprietary software application or system which you might have. |
| Q: | How do you manage Data Security (Credit Card, Contact information etc)? |
| A: | We have implemented strict security measures to ensure sensitive information like credit card details / client lists etc are never compromised. Our agents do not have access to login & password details of our client's systems. Our systems are protected with firewalls and strong physical security. Your business is safe with us. |
| Q: | Can I get a demo of your Call Logging / Knowledgebase Application? |
| A: |
Sure. Send us an email and we will send you the demo link. |
| Q: | What are the benefits I can expect from Outsourcing to Ramshyam? |
| A: |
There are multiple benefits of outsourcing your customer support, order taking processes to us.
Here are some of them:
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