Why A1 Group
Inbound Services
Services
24/7/365 Inbound Call Centre service
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Our inbound call centre services will take your customer support to the next level. Our dedicated call centre agents will handle your customer calls with professionalism and courtesy, ensuring that your customers receive the best possible experience. We offer:
• A cost effective and scalable inbound call centre for your business
• Secure call centre solution
• Consistent high quality 24/7/365 customer experience
Services
Dedicated team
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Our inbound call centre services provide you with a dedicated team of call centre agents who will answer inbound calls on your behalf. No matter what industry you are in whether, eCommerce, Retail, Travel or Financial Services, we can assist to build an effective call centre solution. Our dedicated team will act as an extension of your business.
Services
Upselling / Cross-Selling / New Sales
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Our agents can we trained to upsell and cross sell your products and services helping customers find the perfect fit for their needs. This will help provide seamless customer experience.
Services
Overflow and After-hours support
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We understand that customers are the lifeblood of any business. We are committed to ensuring that your customer is responded to timeously and professionally. We can handle your overflow 24/7/365 seamlessly and integrate into your workflow.
Services
Reservations services
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Our reservations specialists have all the in-dept knowledge needed get you the best results. We have the proven ability to get your organisation a higher number of bookings, high revenue and maximum customer satisfaction. We can assist to turn customers into repeat customers by providing exceptional service.
Services
Answering service / virtual receptionist
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Our answering and virtual receptionist offers an alternative to purchasing expensive call centre equipment, training and managing staff. Your customers will speak to a live from the get-go.
Why choose us as your inbound call centre:
A1 Group is a customer centric BPO company that offers inbound call centre services to small, medium and large businesses. With over 10 years’ experience in the BPO industry we have the resources and expertise to serve your business. Our call centre outsourcing solutions are a cost effective, reliable and highly scalable services that can help you save money and time.
We offer:
- Highly scalable services
- All calls are recorded
- Real time analytics
- Dedicated trained and experienced staff
- Affordable and competitive rates
- 24/7 state of the art facilities
- Highly trained and experienced staff
Outbound Services
Services
Lead Generation
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We can help your business connect with more high-quality leads that have the potential to convert into customers. This will help you free up valuable resources to focus on other aspects of your business. We provide a high-quality lead generation services, providing qualified leads. We work with businesses of all sizes, from small businesses to blue-chip, enterprise organisations.
Services
Telemarketing
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We consider ourselves a world-class telemarketing company, with expertise in a variety of industries, including financial services, technology, consumer products, business services, and many more. Our 24/7/365 services can handle your call overall and is scalable. Our telemarketers are trained to understand your product, service, and brand thereby enable us to act as an extension of your business and or sales force. We can assist in upselling/cross selling and new customer acquisition campaigns.
Services
Appointment setting
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We offer business to consumer (B2C) and business to business (B2B) appointment scheduling. We pride ourselves on delivering exceptional service to business of all sizes, no matter what industry or region you in. We provide a full range of services from call centre services to data entry.
Services
Outsourcing call centre service
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Outsourcing your call centre operations to A1 Group, you will route calls to our experienced agents. We can help you save money on infrastructure, equipment, and other running expenses associated with in-house call centres. We will maintain good customer experiences and keep customers happy.
Outsourcing call centre services us allows you to focus on your core business operations while also increasing your bottom line. Our call centre outsourcing services include:
- Identifying new sales opportunities
- Nurturing warm leads
- Following up on cold calls
- Closing deals
- Upselling and cross-selling
- Customer retention
- Switchboard services
- 24/7 Support
Services
Market Research and Surveys
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We can play a valuable role in market research and surveys, offering you way to collect data from a large sample of people quickly and efficiently. We conduct telephone surveys, which can gather information on brand awareness, customer attitudes, and advertising campaign effectiveness. We also conduct customer experience surveys to improve customer satisfaction.
Why choose us as your outbound call centre:
We offer:
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- Cost Efficiency: We will allow you to focus your internal resources on core business operations while reducing overhead costs related to staffing, training, and technology.
- Expertise & Speed: Our lead generation specialists have the experience and systems in place to quickly generate quality leads, optimizing every stage of the process.
- Scalability: Whether you need to handle a surge in demand or maintain consistent lead flow, we will enable rapid scalability without compromising performance.
Whether you need sales, lead generation, market research, surveys, or appointment setting, we can serve as your long-term partners. Let us help you take your business to the next level!
BPO SERVICES
Services
Back-office processing
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We have a wealth of knowledge around back-office processing and have the resources to put top-quality, cost-effective agents to work for you. Whether its data cleansing, manual data entry, form processing or data conversion we have a solution and a dedicated team. With administrative outsourcing to A1 Group, you will free up precious time, streamline operations and focus on core tasks. We will integrate and assimilate into your business. Some of our back-office services we offer include:
• Secretarial services
• CRM and data base management
• Virtual receptionist
• Virtual office assistants
• Telephone answering service
• Payroll processing
• Human resourcing management
• Data entry
• Finance and accounting
• Record keeping and filing
Why choose us as your BPO partner:
1. Reduced costs
By outsourcing your administration and back-office functions we can offer significant cost savings by offering custom made services and tailored rates. We will save you the expense of hiring full time staff, training, equipment and office rental. We have various pricing models that a affordable and scalable.
2. Increased efficiency
Instead of handling administrative task internally, which can be time consuming, we will enable you to delegate these tasks to skilled professionals who can complete them quickly and efficiently. This will free up your resources to focus on customers, products and services.
3. 24/7/365 Support:
Providing round-the-clock support is crucial for businesses with a global customer base. Working with A1 Group will make it easier to offer 24/7/365 coverage without the added expense of running shifts, staffing late nights, and holidays.
Our pricing structures:
1. Seat costs (Full Time Equivalent (FTE)):
These are the hourly charges for providing an agent’s workspace and infrastructure.
2. Hourly Pricing:
This model involves paying a fixed hourly rate for each agent’s time.
3. Pay-Per-Minute:
In this model, we charge based on the total minutes of calls handled.
This model suits companies with fluctuating call volumes or frequent, short interactions.
4. Per-Call Pricing
A fixed rate is charged per call, regardless of duration. We recommend this model for organizations with consistent call lengths and predictable volumes.
Other Factors:
The specific pricing will also depend on the type of service (e.g., customer service, technical support, sales), the volume of calls, and the specific requirements of the contract. High call volumes often lead to lower per-call costs. However, longer calls increase expenses in per-minute models. Handling simple inquiries is cheaper than managing complex support issues. For example, technical support calls average a 70% first-call resolution rate, requiring longer interactions and potentially higher costs.
What’s included in your call centre outsourcing costs
Campaign building and setup
This entails collecting the list of contacts for lead generation or surveys for outbound calls. It also includes determining the primary message for each call and how to track progress.
Script building
We will write scripts that employees in both outbound and inbound call centres will use when interacting with the customer and trying to resolve their queries.
Recruitment of agents
The costs involved in advertising for, interviewing, and filling positions.
Dedicated operations teams
A dedicated operations team will supervise agents, field their questions, and ensure that they are performing at maximum capability
Auditing and Quality Assurance
Quality assurance will be provided for calls, emails, web chats and other customer interactions to improve quality.
Reporting to the client
Report about the status of any leads, essential information gained from interactions or surveys, progress toward key performance indicators, and statistics
Account management
A dedicated account manager will be appointed to serve as the entry point to deal with any issues.
Variables that impact the price
Variables can change the end of the pricing spectrum. Some of these variables include:
The number of agents, or the number of hours, required to deal with your entire call volume, and provide quality service.
The time of day or day of the week that agents are needed. For example, evenings, weekends, and overnight are each charged at different premiums.
The channels for which you need support. Customers are almost equally divided in preferring phone (36%) and live chat (33%). About 25% prefer email, 2% prefer an online support portal, and another 2% prefer social media. Research also shows that customers prefer the human touch over an automated response on phone calls.
The specific skills and specialities agents must possess, such as language, industry experience (e.g. legal or medical), and particular systems experience (e.g. do agents need to be familiar with Zendesk, or can they be trained in advance?)
Note: Outsourcing customer service isn’t just about cutting costs. A Deloitte survey found that:
- 57% of businesses outsource in order to focus on core capabilities
- 31% outsource to improve the quality of the customer experience
- 28% outsource to fill critical business needs