Inbound Call Centre Services

Efficient and reliable customer services are – or should be – a priority for all forward-thinking businesses.

Upstream are experts in handling customer services and we are perfectly placed to offer your business a complete outsourced customer services department, allowing you to concentrate on your core business activity. Services can be delivered through our Bureau or Dedicated teams.

Alternatively, we can compliment and enhance your existing call handling and customer services capacity or tailor our individual services – overflow or after hours service, brochure response lines or credit card order lines or product recall services – dependent on your requirements.

Core Business Benefits

The benefits to your business of using Confero are immediate and clear –

By outsourcing your non-core functions, you can focus on key business activity
Customer services are expanded in order to alleviate the burden on your existing – or limited – capability
We provide enhanced cover for seasonal or time-sensitive peaks in call traffic
We are flexible in being able to deal with short-notice, short-term campaigns
We support your key marketing initiatives, such as product launches or promotions that can lead to significant increases in call volume
When you outgrow your existing messaging, answering or call handling capability, Upstream services are scalable, allowing for future growth

Implementation

The implementation of the particular call centre service required will be carried out in full consultation with the client. This will include areas such as how our Bureau or Dedicated agents answer the phone, the integration of your existing customer service policy and procedures and your internal ordering and customer management systems. By offering these services, we afford your business professional and seamless support.

Upstream BPO service goes way beyond simply fulfilling your instructions and taking payment. We will become a vital component of your ongoing business strategy and will accompany you and your business on your ‘journey’ from where you are today to where you want to be six months, a year or five years from now.

Our Inbound Call Centre Services

Customer Services

By outsourcing your Customer Services department to Upstream, we can offer your business – and indeed your customers – a professional, expert-level and bespoke ‘turnkey’ customer services operation designed for your business, whether Blue Chip or SME.

Overflow / Out of Hours

A service that supplements your own Call Centre and Contact Centre facilities, offering extended opening hours and increased call capacity that is cost effective for you.

Crisis Management

With over a decade of experience in handling crisis situations, UPstream BPO is well placed to deal with your customer’s calls. Upstream’s crisis management team comprises trained, experienced agents who have the ability and flexibility to mobilize very quickly and start taking calls from customers within hours of notification.

Helplines

Specialist helpline staff, aided by comprehensive product training and access to FAQ’s and knowledge databases, will answer queries and provide help on behalf of our clients

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Sales and Marketing Support