Frequently Asked Questions
We’ve compiled a list of the questions we receive most from our clients and prospective clients. If you are unable to find your answer here, please send us an email through our contact page and we will be happy to respond.
Why should I outsource my call center?
Outsourcing your call center is beneficial for many reasons: First and most important, it alleviates the headache and pressure that comes with overseeing the day to day of hiring, firing, tracking, and reporting that takes place. Second, you are cutting costs by having a third party handle your call center services. The last reason is to increase revenues from improved customer service and outbound lead generation.
What makes Echo different?
Echo Communications is unlike other call center services because our focus is on ourselves. This may sound selfish but when we do things our way instead of following the industry trends our clients end up benefitting from the value. For example, we are based in the US and always make outbound calls ourselves, never outsource to an offshore call center. We also provide an extensive onboarding training program for new hires to get educated on the best practices in customer service, cross-selling, up-selling, and appointment setting. Not only that but we also require on-going training and role-playing sessions with all specialists so they are continually developing and improving. Last, we pay our specialists higher than the industry average and invest in their development not only as employees but as people, and for that reason, we have one of the lowest turnover rates of all call centers.
How many specialists do you have?
Echo Communications employs a great number of skilled and qualified agents to service projects large and small. We are fully capable of scaling our efforts to meet your needs.
Do you provide 24/7/365 call center services?
Good question! Yes, Echo Communications provides around the clock service, day and night.
Do you provide assistance with script writing?
Yes, Echo Communications works directly with our customers to make sure we dial in the perfect script to help your project succeed.
Do you provide reports or recordings?
Yes, we provide real-time recording and reports. Echo Communications practices accountability. That’s why we record all phone calls, to monitor our agents and gauge their performance.
What are typical metrics you track to indicate a successful call?
Yes, we provide state-of-the-art metrics and reporting for easy consumption of useful data to measure success and make changes where necessary.
Whats the typical amount of call volume you handle?
Echo Communications’ skilled agents are capable of making upwards of 150 outbound calls on a daily basis.