Call Center Services - A Complete Customer Service Solution
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Whether you're a brick and mortar shop or e-commerce website, the strongest
way to capture an order is to provide an exceptional shopping experience. Now
more than ever, small and medium-sized e-commerce operators are turning to
e-commerce call centers like Solid Cactus. Marketing, picking, packing,
shipping, phone calls, e-mails, etc… it's often too much for even the most
ambitious of e-commerce store owners to manage in-house.
Solid Cactus Call Center provides custom customer service solutions for more
than 100 diverse clients -- from wigs to airplane parts to gourmet peanut butter
to plumbing fixtures. We help stores with 1 to 20,000 items fulfill their
customer service needs.
Call Center services from Solid Cactus may be a fit for you if...
Let's face it. – If a customer can't reach you, today's shoppers have
a multitude of retailers to choose from. They'll just click to the next site.
One or two missed orders a day add up, and missed calls = missed revenue.
Free Evaluation – Solid Cactus will take a look at how you currently
handle customer service and make recommendations to fit your business. We'll
look at your situation and provide examples of our current customers whose
customer service needs were satisfied by Solid Cactus Call Center.
Lose the headache, without losing control – You're the expert when it
comes to your business – so you'll work with an account manager and help our
training team ensure your transition goes smoothly and seamlessly by providing
us with exactly how you want us to handle your calls.
My products are too complicated – what if Solid Cactus' reps can't answer a question? --
Even with extensive training, you're still the expert. If there are questions we
can't answer, we'll call or e-mail you and ask -- and we'll even call back your
customer with the answer and ask for the order. For those larger, high-revenue
stores, we often will provide dedicated representatives who work with you and
our trainers to become product "experts" like you, and serve as liaisons between
our team and yours.
Qualifications – Our representatives are required to have an excellent
command of the English language, superior oral and written grammar skills, a
pleasant, polite phone presence, first-rate sales ability, two-years minimum
customer service experience, Internet and computer skills, as well as superior
interpersonal and communication skills.
Training – All agents undergo one full week of classroom training
followed by three weeks of one-on-one training and coaching with a supervisor.
In these sessions, we review topics such as quality assurance standards and
processes, sales practices via phone, chat and email, customer service skills,
etc. A major focus is placed on up-selling and cross-selling skills, as well as
converting order inquiries to purchases.
Work Environment – We believe that everyone deserves a good work/life
balance as well as opportunity to achieve, and therefore offer our agents
flexible scheduling, new skill training and career advancement opportunities,
pay-for-performance, contests, promotions, etc. We've even been recognized as
the 11th Best Place to Work in Pennsylvania 2007, up from 21 in 2006.
Technology – We use the latest Voice over IP (VoIP) technology from Cisco
Systems including the Cisco IP Contact Center designed specifically for the call
center environment. Our headquarters in Wilkes-Barre, Pa. boasts backup call
handler servers, four dedicated T1 lines for Internet connectivity, backup power
generators, multiple PRIs to provide dial-tone service.