800-681-1226

Frequently Asked Questions

Some common queries 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.
We charge per month of agent duty time, irrespective of number of calls received by the agents.

Q : Your Terms and Conditions are attractive. What next? How should we start?

A : Step 1: Complete the sign-up form.

Step 2: This form will help us draft a Service Contract for you.

Step 3: Sign and return to us by email the accepted contract.

We will start the training process which takes about 7-10 days.

In all, within 2 weeks we will be answering your customer’s phone calls / chat requests / emails LIVE.

Q : I need to outsource, but have never done it before?

A : We can understand your concerns.

We always request & encourage our clients to discuss all aspects of business and the activity outsourced to us, with our business managers.

We will make sure the process is smooth and easy.

Please remember outsourcing is not magic. It’s a process of using professionals to help manage a part of your business : to provide better services to your customers and reduce costs.

Q : During free time, will the agents do some other work for us?

A : We agree that you are paying for the agents and their time, but please understand that we are in the business of offering specific services. Our agents will offer services as per agreed terms, but they cannot provide any supplementary services.

Q : Is there a minimum contract period?

A : We agree that you are paying for the agents and their time, but please understand that we are in the business of offering specific services. Our agents will offer services as per agreed terms, but they cannot provide any supplementary services.

Q : What are your payment terms?

A : Payments must be received by us before the beginning of the month in which service begins.

Q : What is the training process? How are your agents trained?

A : Theres no need for concern if you do not have training material, most of our clients do not. Our training process is very simple.

Some of the recommended sources for agent training are:

– Your website contents

– Your Products & Services Manuals.

– Your previous email correspondence with your customers – Any other document you think will help us in agent training.

Our Trainer gets trained first. Then he trains the agents.

Based on our discussions, we create an information base for our agents.

We then start to train our agents and there are a series of group discussions between our Trainer & Agents.

This way, in about a week, we are fully trained to Go Live!

Q : How will my customer’s inbound calls reach you?

A : Forwarding your customer’s inbound calls to us is very simple.

We will provide you with a DID and you simply forward all your inbound calls to this number.

Q : Which Live chat software do you support?

A : We support all live chat software in the marketplace today.

Q : What happens if the phone line is busy?

A : If the phone line is Busy, (or unattended during non-serviced hours) the calls are diverted to our voicemail. We get an email alert for every message left on our voicemail. Our agents respond to the voicemails as per terms of agreement.

Q : How do you manage Data Security & Privacy of Credit Card details?

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. Paperless floor policy is fully enforced.

Your business is safe with us.

Q : What are the benefits I can expect from Outsourcing to CCS?

A : There are multiple benefits of outsourcing to us. Among them are:

  • More professional & experienced handling of customer relationship management process.
  • Being experts in Customer care we have access to the latest information, technology and proven process.
  • Since we serve customers globally, we have a good grasp of various cultures & demographics.
  • Our understanding & suggestions for your business often serve as an important 3rd party perspective.
  • We have great understanding of customer psychology and their needs at different times.
  • We will help you reduce your costs as our charges are much lower than domestic rates