Helpline – Help desk
Helpline – Help desk
Customer communication plays an essential and non-negligible role in any business. The hotline and helpdesk primarily serve as a support and communication channel between customers and service providers. If your customer needs an answer to their questions, we are ready to provide it. We offer two types of customer service, namely Infoline and Help-desk.
Infoline
Info line / customer service – before and after the purchase of goods or services, it is important to provide quality support to your customers. The most common form of customer care is the operation of a customer care centre. In the customer service centre, operators handle different types of client requests. From information about the services provided, to proactively setting up a service, changing or modifying existing services, billing, accepting complaints, etc.
Help-desk
help desk – is a more sophisticated form of customer support. It is also customer support, but it is usually a technical support solution for products such as computers, electronic equipment, installations and the like. The help desk is also often used as an internal help line for employees.
For whom is outsourcing customer service/helpdesk suitable
This service is primarily intended for companies with a larger number of customers, regardless of their focus or clientele. However, it also works well for smaller companies. The most frequent customers are companies:
- market entrants that do not have their own customer service centre. It can be a brand new and start-up company or a company from abroad that needs to provide customer service in Slovak language.
- looking for a flexible way to expand their own call centre. The advantage of such cooperation is the ability to very flexibly adapt customer service capacities to the current requirements of your customers.
- looking for financial savings in running a customer service centre. When all actual costs are calculated, outsourcing customer service is a more financially viable solution. The main reason is the economies of scale that an outsourcing company can generate.
Working hours
CreditCall operates a call centre 24 hours a day, 7 days a week, 365 days a year. This means that we have non-stop operation all year round. However, most of our business partners use normal business hours.
Are you interested? Request
free consultation with the proposal.
We will advise you on how to address your needs efficiently and functionally. At no unnecessary cost and of the highest quality.
We will get back to you as soon as possible.
What are the actual costs of running the helpline/help-desk
It often happens that when calculating the actual costs, some items are forgotten, but they are also part of the cost of the call centre operator’s work. So what all does the actual cost of a customer service agent include?
- the employee’s gross salary
- employee contributions
- employer contributions
- holiday costs
- costs of (sick leave, vacation, etc.)
- meal tickets
- the salary of the supervisor
- Training
- recruitment & selection
- information systems licences
- management of information systems
- telecommunications and internet charges
- renting of offices
- depreciation of other equipment
- payroll and accounting processing
Benefits of outsourcing
Outsourcing has become an important part of business strategies in key business areas, including the outsourcing of help-desk and help-desk services. At first glance, such a step may seem complicated and complicated, but it has a number of advantages:
- Transparency – you have absolute control and access to every communication that is conducted with your customers, including statistics and reports
- Flexibility – third-party customer support gives you more flexibility to handle your customers’ fluctuating demands
- cost optimisation – by paying only for services actually used, costs are optimised and resources are used efficiently
- you do not have to look for new employees – currently it is difficult to find a suitable candidate for the position of call centre operator, so this difficult task is no longer necessary for you
- you do not need to train new employees – normally there is a high turnover in call centres and new employees need to be trained all the time. This task falls to you anyway.
- expertise and experience – you get a partner who has experience with hundreds of different projects and will be happy to advise you which solution is ideal for you
Outsourcing today gives you far more options than you can imagine. We as a company will do everything for your satisfaction and our long-term cooperation.
Are you interested? Request
free consultation with the proposal.
We will advise you on how to address your needs efficiently and functionally. At no unnecessary cost and of the highest quality.
We will get back to you as soon as possible.
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