FREQUENTLY ASKED QUESTIONS

OTHER SERVICES

Some common queries and their answers
....................................................................................................................

Q: I expect / I receive very few calls per day. Can I outsource to you?

Q: Your charges are attractive. What next? How should we start?


Q: I need to outsource, but never done it before. I am apprehensive.


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


Q: Is there a minimum contract period?


Q: What are your payment terms?


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


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

Q: What are the Phone charges?

Q: Which Live chat software do you support?


Q: What happens if the phone line is busy?


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


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


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 charges are attractive. What next? How should we start?
....................................................................................................................
A: Step 1: The first step is to request a detailed quote. Please visit this link.
Step 2: After reviewing our detailed quote, fill the sign-up form which is located here. This form will help us draft a Service Contract for you.
Step 3: Accept the contract - sign and email it back to us along with the payment.

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 never done it before. I am apprehensive?
....................................................................................................................
A: We can understand your apprehensions and concerns!
We always request & encourage our prospective clients to discuss all aspects of business and the activity outsourced to us, with our business managers.
After some rounds of discussions your apprehensions will begin to disappear.
You will experience faith in the process and us and start to feel comfortable.
Please remember outsourcing is no magic. It\'s a process of taking professional help to manage a part of your business : to provide better services to your customers, reduce costs & allow you more free time for your business and family.

Q: During free time, will the agents do some other work for us?
....................................................................................................................
A: We agree that you are paying for the agent and their time, but please understand that we are in the business of offering services. Our agents will offer services as per agreed terms, but they will not provide any supplementary services simply because they have some free time.


Q: Is there a minimum contract period?
....................................................................................................................
A: There is no minimum contract period!
You can terminate the contract at any time with a notice of at least 30 days in advance; allowing us to restructure our resources.


Q: What are your payment terms?
....................................................................................................................
A: All payments are required in advance.
Payments must be received by us before the 5th of the month in service.
Under exceptional cases, we can extend the service period by another 3 days.
If the payments are still not received, we will be forced to suspend services, until receipt of payment.
Payment must be wired to our bank account in New York, USA / London, UK / Mumbai, India. The cost of wire transfer is to be borne by the client.


Q: What is the training process? How are your agents trained?
....................................................................................................................
A: Do not worry if you do not have a ready training material, most of our clients do not . Our training process is very simple.
We request you to provide us all possible information regarding your products & services. Your previous email correspondence with your customers is the best material. We study your website and other material provided by you. We will list down all questions which we feel are vital for our understanding of your business and email them to you.

Based on your answers we create a knowledgebase for our agents. We then start to train our agents and there are a series of group discussions between our Floor Manager & Agents. All new queries are again emailed to you for your answers.

This way, we will exchange emails with you and by the end of this exercise we would have understood your business well.

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 local phone number of your area (subject to availability) which will ring at our Contact center in India.
You simply need to forward all your inbound calls to this number. That\'s it.

Q: What are the Phone charges?
....................................................................................................................
A: Phone call charges are as follows:
Phone Type Setup Inbound Outbound
Toll Free USD 15.00 USD 0.15 USD 0.06
Regular USD 10.00 Free USD 0.06
These are approximate charges per minute and may vary.
Subject to change without notice by telecom company.

Q: Which Live chat software do you support?
....................................................................................................................
A: We support all types of Live chat Software.
Our agents can operate all kind of chat software you have purchased or leased.


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 the voicemail. We get an email alert for every message left on the 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.
Your business is safe with us.


Q: What are the benefits I can expect from Outsourcing to ISource?
....................................................................................................................
A: There are multiple benefits of outsourcing your customer support, order     taking processes to us. Here are some of them:
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. We can deal with situations better than you,    since we do it all the time.
Since we serve customers globally, we have a better understanding of various    cultures & demographics.
Our understanding & suggestions for your business often serve as an    important 3rd party perspective.
We have better understanding to customer psychology and their needs at    different times.
Post outsourcing, you will have more time for yourself, your business and    most important your family.
We help you save cost as our charges are much lower than what you would be    paying locally.


>
Standard Packages
>
Special Packages
>
Quality Standards
>
Data Security
>
Pricing / Quote
>
FAQ's

FREE TRIAL QUOTE
Please send your
quaries with this.
..................................................
CHAT LIVE
Give our webchat a try.

Copyrights © medical-billing.isourceindia.com, 2003-2007. All Rights Reserved