Our Call Center Process

At Invensis, we have a well-developed process for managing inbound and outbound calls. The process aims to simplify the end-to-end process, from initial contact to issue resolution. Our process integrates cutting-edge technology with custom workflows. Together, it empowers the agent to deliver optimum performance.

How We Streamline Call Center Process

The steps in our call center process vary based on the specific requirements of the client and the nature of the calls we handle for them. However, here's a generalized outline of the steps involved in our call center process:

Our Call Center Process
  • Call Receiving:

    • Receive incoming calls from client’s customers or clients seeking assistance or information.
    • Our agent greets the caller politely and professionally.
    • They may introduce themselves and the company they represent.
  • Call Routing:

    • We direct the calls to the appropriate department or agent based on the nature of the inquiry or issue.
    • Our system handles this process through automated systems or live operators.
  • Customer Identification:

    • Our team verifies the caller's identity to ensure security and access to relevant account information.
    • This step may involve asking for personal details or account numbers.
  • Issue Identification:

    • We listen to the customer's query or issue to understand the nature of the problem.
    • Agents may ask clarifying questions to gather all necessary information.
  • Problem Resolution:

    • We provide solutions or assistance to resolve the customer's issue.
    • Agents troubleshoot, provide information, or escalate the problem to higher authorities if needed.
  • Cross-Selling and Upselling:

    • Agents assess the customer's needs and preferences to recommend additional products or services that complement their current purchase.
    • Offer related products or services that the customer might find useful.
    • Suggest higher-tier or premium options that provide added benefits or features.
  • Documentation:

    • Once done, we document the details of the call, including the customer's issue, the solution provided, and any follow-up actions required.
    • Accurate documentation is done to handle future interactions efficiently.
  • Closing the Call:

    • Agents summarize the resolution with the customer and ensure they are satisfied with the outcome.
    • Offer additional assistance or information if needed.
    • We end the call formally and communicate any necessary follow-up steps to the customer.
  • Follow-Up and Quality Assurance:

    • If further action is required after the call, agents ensure it by sending emails, scheduling callbacks, or coordinating with other departments.
    • Supervisors or quality assurance teams review calls to ensure that agents follow protocols, provide accurate information, and maintain professional standards.
    • Feedback and coaching may be provided to agents based on these evaluations.
  • Reporting and Analytics:

    • Analyze data from call center interactions to identify trends, measure performance, and make improvements.
    • Monitor key metrics such as call volume, average handling time, and customer satisfaction.

Request a Quote

Invensis - The Most Trusted Call Center Outsourcing Company

As an established Call Center service provider, we have an excellent reputation for building a brand image for our clients through our dedicated and comprehensive call center support services. Our Call Center services help businesses in banking, telecom, automotive, real estate, retail & eCommerce, logistics & supply chain, travel & hospitality, media & entertainment, and so on. With our expertise as a Call Center services expert, we are enabling our clients from the US, UK, and Canada to unlock new opportunities and increase customer retention, and build loyalty. Our clients trust on our call center infrastructure expertise makes us a reliable call center services partner for your business growth.

75%

First Contact
Resolution (FCR)

10

Average Resolution Time
(ART) in minutes

98%

Customer Satisfaction
(CST) Rate

5-10%

Customer Retention
Rate

<10%

Service Escalation
Rate

4-5

Average Handle Time
(AHT) in minutes

We Provide
Services

We are Waiting! Outsource to Us Now.
Get a Quote

What Our Customers Say

Invensis has helped us improve our first contact resolution rates without adding to our costs. In fact, our operational costs have been reduced, and our inbound calling process is working seamlessly, driving repeat business and referrals in leaps and bounds.

Lucas Clark
Leading Customs Brokerage Company in US

Invensis has empowered our call center executives to improve our customer satisfaction levels manifold. There are not many top call center outsourcing companies like Invensis around the world.

Oliver Taylor
Leading Logistics and Supply Chain Company in US

We wanted to keep our customers happy at any point in time. Invensis, a leading call center outsourcing company came up with a well thought out plan to ensure this. We are impressed by their stellar and cost-effective call center outsourcing services.

Amelia Thomas
Leading Automotive Company in France
How to Measure and Boost the ROI of Your Call Center
BLOG
How to Measure and Boost the ROI of Your Call Center

The success of a call center depends on how you maximize returns. Learn strategies to enhance ROI for improved performance.

Call Center Quality Assurance Best Practices
BLOG
Call Center Quality Assurance Best Practices

The call center QA process is vital to pinpoint performance issues. Uncover 10 tips to elevate agent performance and customer experience.

CASE STUDY
A California based Energy and Utility Service Provider Joined Hands with Invensis to Improve the FCR Rate

Read to know how Invensis helped a energy utility company based in California improve its operational efficiency and boost FCR rates.

A California based Energy and Utility Service Provider Joined Hands with Invensis to Improve the FCR Rate
CASE STUDY
A Safety Document Scanning Business Partnered With Invensis to Validate 2,000,000+ Forms Per Month

Download Data Validation and Cleansing Call Center Case Study on how a UK-based food takeaway delivery aggregator achieved cost savings.

Data Validation and Cleansing Call Center Outsourcing Services Case Study

Contact Information

You can reach us at:

Call us
+1 (302)-261-9036
sales@invensis.net
Locate Us
Invensis Inc. 2785 Rockbrook Dr STE 204 Lewisville, TX 75067

Request a Quote

Fill up the form and our team will get back to you within 24 hours.

Enquire with Us

Enquire with us

Fill out this form to get in touch with our expert team.