INBOUND SERVICES

OCI offers extensive breadth in providing inbound service and couples those services with quality management, scheduling management, continuous improvement, guaranteed service levels for:

  1. Average Handle Times
  2. Speed of Answer
  3. First Call Resolutions
  4. and other metrics important to each compaign
Our IVR and ACD front end can be integrated to your client databases for 'call avoidance' strategies and our real time reporting via our customer portal ensures you don't have to 'wonder' about how your clients are being service.  You simply login and listen to call recordings and peruse the ample reporting to maintain confidence in your services.  There are many components to inbound that we deliver today and some of them follow.  If you see a fit for your business find out how to partner with us through info@onecontactinc.ca.

Customer Acquisition and On-boarding
  • Direct Marketing Response (Print)
  • Direct Marketing Response (TV)
  • Direct Marketing Response (Radio)

Billing Support
  • Customer Service
  • FAQ on products

Single Product Diagnose, Repair, Escalate

  • Multi Product, Diagnose, Repair, Escalate
  • Complex Help Desk 
  • Full Escalation management
Structuring options:
OCI has many flexible models for pricing Inbound Customer Service:

Price Per Call:  Depending on call length, volume, ASA, Abandon, FCR and other metrics we establish a risk sharing PPC.

Price Per Sale:  On sales calls we are often willing to charge a fixed fee per sale, particularly when volume can be blended.

‘All In’ Hourly:  For all ‘on-demand’ services turnkey as a full outsource we most frequently charge an hourly ‘on phone’ fee or ‘fee per productive hour’.

Retainer plus Hourly:  As call volume grows and minutes or hours are being consumed often there are economies on management overhead and facilities.  To pass through these economies we would consider a retainer that includes the management overhead thereby separating the CSR costs and billing those separately.

Per Minute: Very similar to per call but no cap on minutes per call.  Often this is put in place during a transitional phase if volume isn’t known and AHT (Handle Time) is not supported by history.  Within 90 days OCI gathers enough data to move to one of the options above thus protecting our customers.