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BPO Services

Call Center Solutions

Smiling call center agent

Our business process outsourcing is an end-to-end outsourcing services provider. BPO addresses every business challenge and unlocks every business potential by applying proven process methodologies with integrated business process outsourcing solutions. Our company applies business excellence frameworks to significantly reduce costs, enhance effectiveness, and optimize business processes. We focus on our high delivery standards and result-oriented benefits with all our clients through reduced costs, ongoing productivity improvements, and process reengineering.


Our bilingual agents can address the following jobs:

  • Customer Service
  • Inbound/Outbound Sales
  • Lead Generation
  • Technical Support Including:
  • Troubleshooting Calls
  • Helpdesk Support
  • Product Technical Support & more


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Agents


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We are a complete bilingual call center solution. Our staff exceeds the standard American accent with a high level of English proficiency. The agents are ambitious, reliable, hard-working, willing to learn and are results oriented.

Set-up


xclosure businessman icons

We have a standard agreement in place and ready to go. New clients will simply fill out a client profile information form and send us information about the product. Pricing and terms for the consumer will be established,
an order portal will be provided by the client, and we will set aside some time for product training. Our staff can draft a sales script or re-write an existing script. All deliverables will be approved by the client. Outbound campaigns are most effective when a discount is offered along with some bonus gifts.

Scaling


Scaling

We can ramp up a dedicated account with 50 agents within a 30-day period, and we could initiate the ramp up process with a first wave of 5-10 seats after all the conditions of a signed agreement have been met. We need to determine what type of account this is, (CX, Tech support or sales) as this will determine our hiring/scale capability and whether a full bilingual asset or Spanish speaker is required.

Call Center Outbound Capabilities


Not all calls to the call center will result in sales. Where appropriate xClosure will manage internally or enlist an outbound call center to follow up on abandoned calls and close missed sales to maximize your ROI. If the potential consumer showed interest but did not purchase because the price was too high, the product can be offered at a discount through outbound sales.


Our bilingual agents can address the following jobs:

  • Negotiate contract with call center
  • Point of contact for all call center set-up
  • Advise on appropriate offer to non-order leads
  • Offer/scripting development and management for follow-up
  • Develop, coordinate and conduct training presentations
  • Quality assurance
  • Maximize performance and productivity by enforcing call flow and call handling capabilities
  • Maintain service level agreements
  • Technical support
  • Track revenue and incorporate sales into pro forma

Call Center Inbound / IVR


The two main options for inbound call centers are Interactive Voice Response (IVR) or live agents. IVR allows the customer to interact with the company via a telephone keypad or by speech recognition. IVR systems can respond with dynamically generated audio to direct users on how to proceed. IVR systems are sized to handle large call volumes. Live agent and IVR have different advantages depending on the campaign. xClosure will help the client evaluate the options.


xClosure’s role in inbound Call Center management:

• Negotiate contract with call center
• Point of contact for all call center set-up
• Offer/scripting development and management
• A/b testing (scripts, offers and call centers)
• Develop, coordinate and conduct training presentations
• Quality assurance
• Maximize performance and productivity by enforcing call flow and call handling capabilities
• Maintain service level agreements
• Technical support

Greatest Strengths


Greater Strengths

We use technology to solve issues and create greater efficiency. Our developers can build sales tools, dashboards and will integrate data between our businesses. We’re a performance-based organization and develop incentives and goals with all our agents that are in line with organizational and client goals.

Why We Are Different


Why we are different

Our culture is centered around the goals of the client and its customers. If our agents are selling, they will be up to task. If our agents are providing customer service, then you can expect world-class service. We will always fit the right agent to the right campaign. This is why our clients continue to work with us.

Type of Equipment Used


Type of equipment

Dialer Technology, SQL Databases, XML, Online Dashboard reporting. Our cloud call center dialer has the capability to live monitor all the agent’s activities such as breaks, lunch, call time and more. It also has reporting capabilities to keep track of any highlighted KPI or Metric. The ADMIN user can be provided to any manager, client or any assigned POC. Our cloud-based dialer provides the greatest efficiency rates for our agents as each agent may contact over 200 leads per day. The size and scale of the operation depends on the client needs.

Virtual Assistants

Virtual Assistants

We care about your business by understanding how valuable your time is. Our virtual assistants can help you reduce time on administrative or any other tasks which do not require strategic decision-making.


If you need a customized service this is your place. Our virtual assistants can learn new skills and systems tailored to your business. By hiring a virtual assistant, you are hiring a new member of your team who you can develop and train in any specific tasks.

Our assistants can address the following jobs:

  • Administrative assistance
  • Digital marketing assistant
  • Telemarketers
  • Amazon FBA
  • Data entry
  • E- commerce coordinators & more…

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Customer Service


Customer service has the role of creating a positive company image. The customer service department answers all secondary calls regarding; questions, concerns, complaints, returns or product inquiries. Customer service is often available through fulfillment centers; there are also companies that specialize in customer service calls.

xClosure’s role in customer service center management:

• Negotiate contract with customer service center
• Point of contact for all call center set-up
• Develop, coordinate and conduct training presentations
• Keep customer enrolled in program when handling returns
• Quality assurance
• Maximize performance and productivity by enforcing call flow and call handling capabilities
• Maintain service level agreements
• Technical support
• Track revenue and incorporate sales into pro forma

Our Clients


Inbound, outbound, and customer service. We have serviced, educational programs, health and beauty, exercise, real estate, financial products, supplements, home and garden, household, corporate sales, sponsorships, along with a variety of other categories.

Testimonials


“xClosure has been a great partner in getting us set up fast with scalable turn-key business solutions that will grow as we continue to grow! The team has been an absolute pleasure to work with and we are looking forward to a long relationship with them as our core partner running some of the most vital parts of running our company — I would highly recommend xClosure to anyone.”
– Jordan Terry

“I’ve had the pleasure of using xClosure to augment our in-house sales efforts. The primary reason I selected xClosure is Steve Glick. He has a great business acumen, customer-centric and very helpful in recommending effective ways of increasing sales. Steve’s team is extremely responsive, high-level of integrity, and great sales and customer service skills.”
– Don Thomason

xClosure has been an outstanding outbound company for the Ladders team over the past 5 years. We are honored to have them part of our KPI’s, allowing us to scale and maximize the campaigns performance. Keep it up xClosure. If you are looking for a professional outbound company to help grow your business, don’t think twice, think of xClosure as a pick of choice.”
– Gary Sandberg