Administration

Your hourly rate includes all management of the call center, including operations management, human resources, payroll, payroll taxes, security, equipment maintenance. Each team of agents has a specially trained Team Leader to oversee, listen to, and help agents when necessary. You are not charged for Team Leaders; it is included in the agent’s hourly rate.

Quality Assurance

Every call is listened to by Quality Assurance agents after shift is over to ensure that each call was handled within proper customer service parameters and according to clients’ specific campaign requirements. If ever there are errors in call handling, QA notes are used to retrain the entire team outside of hours of operation.

Campaign Specific

Our clients have the opportunity of having dedicated full time agents who work expressly for their campaign and do not get calls tossed around to a variety of people across the country who handle various campaigns.

Each CS agent placed with a client has undergone rigorous and time-consuming outbound sales training. After proving proficiency at convincing customers to purchase products on cold calls, they are then considered ready to have Customer Service training in preparation of being placed on a CS team. Outbound sales are exceedingly difficult. Those sellers who are placed with a CS team are proficient in calming customers, resolving concerns, saving sales, minimizing refunds, and cross selling.

Many of our agents have years of experience with several different verticals, including Nutra, Dating, Beauty, and more. They are practiced in handling straight sale, continuity, or hybrid models.

Our agents are familiar with many of the most major CRM’s, including Response, Konnektive, and Sticky.io.

Call Minutes Used

Our telecommunications service charges us a per minute rate while agents are on calls, we do not pass this cost on to our clients. It is included in the hourly rate.

Email Customer Support

Along with Customer Support calls, we will also handle all your email CS as part of the hourly rate.

IT setup and support

There is no initial cost to any of the IT setup and Continued IT support as it relates to your CS calling. During CS hours of operations, there are always IT professionals in the center to ensure optimal uptime by mitigating technological issues.

Up sales / Down Sales / Cross sales

If you plan to have any sales done on CS calls, you will need to ensure that your agents are proficient in what you are selling and how to know when you want it sold. There is no cost for this service, however it could extend call times.

Reporting

Collection of data and forming reports to be sent to your email of choice are done at the end of the day and at no additional cost to you. We are currently building out and beta testing a portal where clients can log in to for real-time reports and billing.

How we assign agents

Adding agents
After setup and start of campaign we begin with a minimum of 2 agents. When a need arises to increase agents, we will notify you at the end of the day of the increase. We will maintain that number of agents.

Removing agents
We will monitor weekly call volume and decrease the number of agents on your campaign if call volume begins trending downward.

Why our billing system is beneficial to our agents and our clients.

Our agents work in our physical call center rather than at home taking calls between loads of laundry and barking dogs, they are placed in a full-time position on a single campaign they are fully familiar with, which offers them work stability. They enjoy structure, continuous training, and friendship with those around them.

We staff our clients with enough agents so there are no wait times for callers. Since the owners aren’t trying to buy a Lamborghini on their clients’ dime, Immunis Global offers a low-cost hourly option which can lower clients call center cost by around 50%.