Question: What are the services provided?
Answer: Cybergenic Associates International provides numerous customer services for your company ranging from telephone answering, message delivery to sales and technical support for your products and services. We can tailor our services according to your business, except for outbound consumer telemarketing. We also provide data entry and management, bookkeeping and other business process outsourcing. Please contact us for more information and customization of our services unto you.
Question: What are the channels of your contact center system?
Answer: We use advance internet technology for our contact center that includes telephony, web chat, website co-browse and email. Each channel is a module and can be added or removed anytime.
Question: How much is the startup cost?
Answer: We require down payment as a security deposit which is normally at 25% of the projected first month invoice.
Question: What other monthly fee do you charge?
Answer: We only charge a low agent's per hour. Mostly no setup fee.
Question: Is there a contract for an account?
Answer: No. You can come and go anytime you want on a monthly basis. You just need to pay your last balance. You can use our system and resources as your off-the-shelf solution.
Question: Is there a trial period?
Answer: Sorry, no trial. But we can get let you speak to any of our agents for pre-qualification.
Question: Where are the contact center agents located?
Answer: Our main contact center operation is located in the Philippines.
Question: How many agents will be assigned for my company?
Answer: As many as required to handle your customers contact volume.
Question: How are the agents going to answer my customers' questions and needs?
Answer: As your partner, a Cybergenic Associates account manager will be assigned to work with your company's services and/or products. The account manager will develop with you the script or "canned" answers that our agents will use to attend to your customers' needs. If you have an existing script, the account manager will discuss it in detail with you to ensure that we are going to represent your company exactly the way you wanted to. Any unanswerable customer question will be deferred and be consulted with your company's representative before getting back immediately to a customer, then it shall be added to your script. Our agents will be trained based on your script and your other business information by the account manager.
Question: How are you going to prioritize my customers' call/contact?
Answer: Our system uses real ACD queuing, load balancing and routing, and we employ agents that will match our clients' requirements. Therefore all calls are handled evenly and without much delay. Email are answered in chronological order within 24 hours of receipt.
Question: Can you take orders and credit card information for my company?
Answer: Yes, we can take sales orders on behalf of your company. For online credit card processing, you need to give our contact center representatives an access to your secure server or page for us to process the transactions.
Question: Do you provide reporting?
Answer: Yes, in MS Excel, CSV or as specified format.
Question: How reliable is your system and infrastructure?
Answer: We have UPSes and battery back-ups for our equipments. Generators are also standing-by for longer power failure. Our system has automatic failover and can re-route calls to available agents in other locations.
Question: How long does it take to setup an account?
Answer: Within 2-5 business days for a quick campaign. More complicated projects may take up weeks to start.