FREQUENTLY ASKED QUESTIONS

• Q. Can you supply an 800 number for my promotion?
  A. Yes, 800 numbers and other prefixes can be supplied on demand.
• Q. What are your hours of operation?
  A. Our typical hours of operation are Mon-Fri 5:30a - 5:00p (PST) and Sat 7:00a - 3:30p (PST). Hours of operation can be altered to suit our client's requirements.
• Q. What languages do your call center agents speak?
  A. Our agents speak English, Spanish and Filipino dialects.
• Q. What is your pricing model?
  A. For IVR applications, pricing is per-minute based. For live calls, pricing can be per-minute, per-call, or an hourly rate per agent depending on the application and clients wishes.
• Q. What is your call abandon rate?
  A. For maximum effectiveness, we target an abandon rate of less than 4% of total calls entering our live queue.
• Q. Do you provide call center software?
  A. Yes, we currently utilize agent desktop software packages from both Lucid Commerce and CIO Technologies. Either of these platforms can be used for your project or we can use any web based software you specify.
• Q. Do you typically monitor calls?
  A. Yes, calls are monitored for courtesy, accuracy of information provided to the customer, and adherence with procedures.
• Q. Do you typically verify new orders and saves?
  A. Yes, both new orders and saves are extensively verified by floor management.
• Q. Do you record calls?
  A. Yes, all calls are recorded.
• Q. Do you have an IVR (Interactive Voice Response) system?
  A. Yes. Our IVR is used to route calls, and also to provide the customer with a 24-hour automated response for order shipment status without the need for a live agent.