Helplines

Adding value to your service offering is demonstrated in no better way than giving the consumers of your products or services an easy to use inbound call centre helpline facility.

An efficient helpline utilising well-trained and experienced agents will effortlessly handle queries such as ‘I can’t get my product to work’; ‘I’ve received a letter from you but I don’t understand it’; ‘can you please help me fill in the form you sent me’ and a multitude of other questions and issues.

Simplified Process

Upstream BPO’s Malaysia and international inbound call centre helplines are simple to set up both from a usability and a customer service standpoint.

Upstream BPO can supply a non-geographic telephone number for you to publish on your website, marketing material and stationery. When a consumer dials the number, the call is routed to our call centre based in Cyberjaya, Malaysia and answered in your company or specific campaign name.Our confidence in being able to provide a comprehensive customer services operation is based on the fact that we spend time and effort learning about your business, your products and services and most importantly, your customers. We are an extension of your business and callers can be safe in the knowledge they are speaking to agents that are representing your company, its culture and its brand values.

We can address the specific concerns of your customers in a polite and friendly way, but also use our skills, where appropriate, to up-sell and cross-sell your products and services.

By both understanding our clients’ businesses and developing a clear insight into the issues that face their customers, upstream BPO quickly become well placed to take on an entire customer services operation.

Skilled Agents

Both our shared desk and Dedicated agents receive comprehensive product training and have access to your corporate FAQs and knowledge databases. They become familiar with the nuances and features of each product and on a more fundamental level, this gives them the greatest chance of providing a successful resolution to each query they receive.

Helplines benefit businesses (and consumers) regardless of industry sector but we know that in some industries, especially but not exclusively medical and financial, callers can quickly become distressed or worried. Our agents are trained to act in a calm manner with consideration and tact with the singular goal of issue resolution.

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