Always enough agents
At Realtalk, we aim to always have the right number of staff to manage your campaign efficiently. Our pre-campaign forecasts are exceptionally accurate, and we also have a pool of home-based call-centre agents on stand-by for peaks in call volumes.
Accurate forecasting of call volumes
To anticipate likely call volume we study your call forecasts and update them with actual figures in order to re-forecast if necessary. We also use our experience of managing similar campaigns to help predict call volumes. This allows us to produce a Resource Plan for the coming days and weeks with a high degree of accuracy.
Back up resource at the flick of a switch
From time to time, there will always be unexpected increases in call
this happens, we use the VOIP (Voice over IP) capability of our phone system
to call on a pool of home-based call centre agents. These staff are
hand-picked and trained to the same high calibre as our regular personnel,
and we monitor their work just as if they were in our office. This
scalability gives you an unprecedented level of performance that you can
totally depend on.
But that’s not all. To give you complete confidence, we provide all our clients with a Service Level Agreement (SLA), typically:
- Less than 5% abandon rate
- 80% of calls answered within 20 seconds
- Catalogues despatched within 1 working day
- Orders despatched within 2 working days
If you require an even more stringent SLA we would be happy to discuss your needs.