[vc_row][vc_column][vc_toggle title=”Do you offer training and consultance regarding call centers?”]We are dealing with counseling and training regarding the contact center, covering different areas of know-how, including the ones listed on this page. Our consultants are of a high level and professional profile, with a great direct experience, in different areas:

Telemarketing Techniques

  • The efficient script
  • The organization of the Customer Care service
  • Communication through phone
  • The CRM
  • How to create a new call center
  • How to open a call center abroad
  • How to obtain a high mark for Customer Satisfaction
  • How to manage effectively the process of Customer Survey
  • How to prepare a useful and effective questionnaire
  • The lead generation
  • Enabling technologies and basic components of the call centers
  • PBX
  • Networks of PBX
  • VPN
  • IVR
  • ACD
  • Dialer
  • Predictive dialer
  • Voice mail
  • CTI interfaces
  • VOIP
  • CODEC
  • Fax server
  • PBX IP Centrex
  • Hosted PBX

Classification of the Call Centers according to the technology:

  • Traditional Call Center based on PBX
  • Call Center with CTI server and Application server
  • UN-PBX Call Center
  • Integrated Call Center
  • Distributed Call Center
  • Video Contact Center
  • Web Contact Center
  • Multichannel applications
  • Cloud Call Center
  • Hosted Call Center
  • Virtual Call Center

Classification of the Call Center according to the use:

  • Inbound Call Center
  • Outbound Call Center
  • Mixed Call Center
  • Information Call Center
  • Telemarketing /Telesselling Centers
  • Help Desk
  • Dispatching Centers
  • Operating Centers
  • Internal Call Center
  • Call Center for service centers
  • Call Center 24H
  • Mission Critical Call Center
  • Infoline

Application Programm Interfaces (API), protocols and standars:

  • CTI Protocols
  • Voice over IP
  • IP Telephony
  • LAN Telephony
  • The problems of the VOIP (isocronicita’, QoS)
  • Voice-date convergence
  • Videoconferencing
  • Networking
  • Networking equipment: switch of the 2nd, 3rd, 4th, 7th level, router and gateway
  • Programming interfaces (API)
  • Standard H.323 and SIP

Voice Response and Voice Processing Technologies in Call Centers

  • Introduction for the Voice Response and Voice Processing Technologies
  • Applications for Voice processing
  • Voice mail
  • Automatic agents
  • Audiotext
  • Interactive Voice Response (IVR) or Voice Response Unit (VRU
  • Fax Server and FoD (fax on Demand)
  • Speech Recognition
  • Transformation of the speech into text (Speech-to-text)
  • Synthesis of the speech (Text-to-Speech)
  • Voice Compression
  • The Voice menus: Script, Prompt and rules for programming

Web Call Center:

  • Internet Addresses and URL
  • Email Routing
  • Live Text Chat
  • Web Callback
  • The button “Call Me”
  • Transactions Voice-over-IP
  • Integration of Web Server and CTI

The software:

  • Client-server architecture
  • Architecture on 3 levels
  • Architecture of a telemarketing system
  • Architecture of a Help Desk system
  • Trouble ticket
  • Escalation
  • Quality control
  • Management of Data Base
  • Scripting and scripting systems
  • Traffic Documentation
  • Statistics and reporting
  • Connection and integration with other systems

Physical Organization:

  • Layout
  • Cabling and voice and data networks
  • Network Administration
  • Working places: the ergonomics and the features of the workstation
  • Soundproofing and air-conditioning

[/vc_toggle][vc_toggle title=”How do you reach our headquarters in Cluj-Napoca?”]Cluj-Napoca, the city where FSP Global Srl has its headquarters, is reachable by airplane with direct flights from the entire Europe and from different cities like Italy, Spain, Germany, Great Britain, Romania, Austria, Hungary or Ireland.

Cluj-Napoca airport is a modern and efficient structure, recently improved, extended and modernized.[/vc_toggle][vc_toggle title=”Why a call center in outsourcing? Why in Romania?”]WHY IN ROMANIA?
There are tens of thousands of companies in Romania. The linguistic capacities of the population are very elevated. Besides this, most of the population has an elevated degree of education thanks to the great number of very qualified Universities.

ROMANIA:

  • EASILY REACHABLE, AT ONE/TWO HOURS DISTANCE BY PLANE FROM THE MAIN EUROPEAN CITIES
  • ACTUAL MEMBER OF THE EUROPEAN UNION SINCE THE 1ST OF JANUARY 2007
  • NATO MEMBER SINCE THE 26TH OF MARCH 2003
  • WTO MEMBER
  • VERY ADVANCED INFRASTRUCTURE FOR TELECOMMUNICATIONS
  • HIGH-TECHNOLOGY SKILLS
  • VERY HIGH LINGUISTIC SKILLS
  • A VERY WIDE KNOWLEDGE, AT ALL LEVELS, OF THE MULTIPLE EUROPEAN LANGUAGES

WHY IN CLUJ-NAPOCA?
In Cluj-Napoca, the very beautiful capital city of Transylvania, more than 100.000 college students arrive every year: it is the biggest university center in Transylvania and the 2nd biggest university center in Romania. The various Universities and Schools of the city assure a high level of education both in the three historical languages of Transylvania (Romanian, German and Hungarian) and in Italian, French and English.

FIVE PRESTIGIOUS UNIVERSITIES IN JUST ONE CITY

  • The “Babeș-Bolyai” University
  • The “Sapientia” University
  • The “Avram Iancu” University
  • The “Bogdan Vodă” University
  • The “Dimitrie Cantemir” Christian University

EVERY YEAR MORE THAN 100.000 STUDENTS COME TO CLUJ FROM OTHER ROMANIAN CITIES AND FROM ABROAD FOR THE UNIVERSITY AND MASTERS STUDIES, MANY OF THEM DECIDE TO REMAIN ONCE THEY HAVE FINISHED THE UNIVERSITY STUDIES AND THE MASTER.
Cluj-Napoca, that has always functioned as the political and economic capital of Transylvania, is located in a strategic position commercially and economically, at just 160 km from the Hungarian border.
The city of Cluj-Napoca is easy to reach from by plane from all the big European cities. The airport Cluj-Napoca International is situated at a distance of 8 km from the center of the city, which is easily reachable by taxi. (4 euro is the average cost one way).

Features:

  • young and highly qualified resources
  • competitive labor costs
  • work flexibility
  • night and holiday shifts without particular complexity
  • a quality infrastructure
  • high availability of internet access and also through MAN in fiber optic.
  • great environment security
  • over 100.000 new students every year
  • one of the most advanced telecommunication infrastructures in the world
  • MAN internet network in fiber optic
  • Low-cost fiber optic connections
  • high linguistic skills: a profound languages knowledge, due both to television broadcasts in the original language and to the particular ability of the population to learn foreign languages. On average, every operator speaks and talks correctly in 3-5 languages including Italian, English, French, Spanish, Hungarian, Romanian.

[/vc_toggle][vc_toggle title=”How can we help you organize your backoffice activities?”]BACKOFFICE: If you have so many files with contacts from fairs, advertising, events, lead generation programs, spontaneous contacts, CRM, Company Registration Authority, but you never have the time to update them and remove the duplicates, here’s what we can do for you.

We are capable of managing with speed and quality, and still at a relatively small price different backoffice activities including:
– control of contacts lists,  database update, data entry
– completion and update of client lists from official sources
– data base profiling and extraction
– reorganization, validation, update and clean of clients database
– control of  addresses for catalog delivery
– postal correspondence
– preparation of lists and confirmation return for sending high volumes of registered letters

[/vc_toggle][vc_toggle title=”Do you offer personalized services of help desk in outsourcing?”]HELP DESK IN OUTSOURCING: OUR COMPANY HAS A SUPPORT TEAM FOR AN APPLICATION THAT WE DEVELOPED AND FOR OTHER SOFTWARE PRODUCTS. DO YOU OFFER PERSONALIZED SERVICES OF HELP DESK IN OUTSOURCING?

Yes, we can manage efficiently and with competitive costs your help desk in outsourcing.
Your clients would call the help desk calling a number dedicated exclusively to you, and the calls would be managed directly by us for you and they would be assigned to specialized operators. If you want we could also provide a green number for you.

From a contractual point of view we can provide the help desk service in different ways:

  • monthly fixed cost per station (without a minimum number of stations
  • mix between a monthly fixed cost and a variable compensation according to the actual calls (without a minimum number of stations and without a minimum number of calls guaranteed)
  • just  a variable cost according to the number of the received calls, without a minimum number of calls guaranteed
  • an “all included” monthly fee

Three different work schedules can be chosen:

  • B2B schedule 9-13, 14-18
  • continuous schedule 8-19
  • flexible schedule: a time frame chosen according to your needs
  • 24/7, 365 days per year, including holidays
  • overflow service meaning service provided within the time frames or the days when you do not wish or do not have the ability to manage them directly

[/vc_toggle][vc_toggle title=”What is the work schedule for your inbound services?”]We are available 24/7: twenty-four hours out of twenty-four, seven days a week, all year-round, holidays included. As an Inbound call center (managing incoming calls) we can follow the working hours of our clients or we can provide service for a more extensive program in order to cover the intervals that the client would like to be covered by the inbound service. We can also provide services in the evening and during the night, or during holidays/weekend, or even a continuous service 24/7 (twenty-four hours, seven days a week).

As an outbound call center (outgoing calls) the working hours depend mostly on the type of target. If it is a B2B project (target companies) the working hours usually reflect the normal working hours and the working days from Monday to Friday. However, according to the type of the objectives for the project there can be adjustments / changes according to the needs of the customer.

If it is a B2C project (target final user) than the working program could be defined as “residential” and it can include, for example, subsequent time slots at 18 or the lunch interval or Saturday.
In conclusion, we have all the necessary operative flexibility for providing services any day at any hour, according to the needs of the customer.[/vc_toggle][vc_toggle title=”24/7 Services: Do you offer 24/7, 365 days per year services?”]We are capable of offering a professional support for all your inbound 24 hours, 365 days per year services. We can answer phone calls for information services, complaints, manage your green number, your help desk and generally all 24/7 services whether by phone or by email.

We are capable of operating also as a control room, monitoring and control center ready to apply all necessary procedures if a certain event requires such action. We can guarantee mission-critical and always-on services.

In order to support assistance systems, we can manage assistance demands in any day of the week and at any time during the day or during the night. Assistance demands shall be managed according to the established criteria.[/vc_toggle][vc_toggle title=”Do you offer personalized HELP DESK in outsourcing services?”]HELP DESK IN OUTSOURCING: Our company has a support team for an application we develop and for other software products.

We can manage efficiently and at competitive costs your help desk in outsourcing
Your clients will be able to call the help desk by dialling a phone number exclusively dedicated to you and the incoming calls shall be managed directly by us and shall be assigned to the specialized operators. If you wish, we can also provide you with a green number

Regarding the formalities of an eventual contract, we can activate the help desk service in different manners:

  • a fix monthly cost for each operator (without a required minimum number of operators)
  • a combination between a fix monthly cost depending on the effective number of calls (without a minimum number of the operator and managed calls)
  • just a variable cost depending on the number of the incoming calls, without a minimum number or guaranteed calls
  • a monthly all-inclusive fee

Regarding the work schedule, you can choose from different options:

  • B2B: between 9-13 and 14-18
  • Continuous: from 8-19
  • Flexible: a time frame chosen according to your needs
  • H24: 24/7, 365 days per year including holidays
  • Overflow: service in “overflow” meaning in the days or in the time frames or in the periods when you cannot or will not desire to manage the service directly.

[/vc_toggle][vc_toggle title=”CUSTOMER CARE: Does outsourcing customer care services help you save money?”]Outsourcing management of the customer care services with FSP Global does not only allow you to save money, but it also allows you to provide a customer care service with all the ability, the know-how and the instruments and technology that our organization has to offer.

Besides saving money regarding customer care costs, you will also be able to operate within a large time frame of up to 24/7, 365 days per year, including all weekends and celebrations day during the year.

A great and professional Customer Care service offers a High Customer Satisfaction level and it allows you to gain faithful clients.

CONTACT US FOR A QUOTATION, WITH NO COMMITMENT:

WE SHALL ANSWER PROMPTLY.

WE OPERATE NON STOP, 24/7 365 DAYS A YEAR.

Tel. +40.364.88.56.77  +39.02.8995.9858
e-mail:   contact-us @ fspglobal.eu
[/vc_toggle][vc_toggle title=”What can our operators do for you?”]Our operators fulfill the requirements of a careful selection process which takes into consideration their knowledge, their experience, their abilities and their personality. They permanently take part to a training process.

Client relations
Our operators have an exceptional customer relations ability, they have an open and friendly personality, besides human relations abilities which make them capable of behaving with clients as if they were the most important persons in their life when they are talking to them.

Our operators are fully aware of the fact that it does not matter however difficult to manage clients might be and they also know that it is easier to keep clients than to acquire new ones. A good operator is capable of relating to clients in order to transform any inbound or outbound call into an opportunity. Different studies have revealed that many clients prefer talking to flesh and bones operators, who can communicate with them efficiently and with empathy, rather than to an automatic system.

Linguistic abilities of our operators: Our operators have a perfect knowledge of multiple languages.

IT: Our operators are advanced computer and internet users and they are generally skilled users of the most advanced technologies regarding call centers.

CONTACT US FOR A QUOTATION, WITH NO COMMITMENT:

WE SHALL ANSWER PROMPTLY.

WE OPERATE NON STOP, 24/7 365 DAYS A YEAR.

Tel. +40.364.88.56.77  +39.02.8995.9858
e-mail:   contact-us @ fspglobal.eu
[/vc_toggle][vc_toggle title=”What support and assistance can we offer for a market research?”]

We offer a wide range of support for Market Research:

  • interviews,
  • questionnaires,
  • opinion polls,
  • traditional focus groups: recruitment and organization
  • online focus groups: recruitment and organization
  • transcriptions

 

CONTACT US FOR A QUOTATION, WITH NO COMMITMENT:

WE SHALL ANSWER PROMPTLY.

WE OPERATE NON STOP, 24/7 365 DAYS A YEAR.

Tel. +40.364.88.56.77  +39.02.8995.9858
e-mail:   contact-us @ fspglobal.eu
[/vc_toggle][vc_toggle title=”Can I receive in real time the results of my Agents’ appointments?”]

With our service, you can immediately know the result of the appointment. All it takes is an SMS that the agents send to a special number and its test shall be immediately sent via email both to you as well as to our operational center which is active 24/7.

Therefore, we shall be quickly informed of the results and according to the agreements we shall be able to proceed immediately to the necessary actions in case of KO: check-up, renewal etc.

CONTACT US FOR A QUOTATION, WITH NO COMMITMENT:

WE SHALL ANSWER PROMPTLY.

WE OPERATE NON STOP, 24/7 365 DAYS A YEAR.

Tel. +40.364.88.56.77  +39.02.8995.9858
e-mail:   contact-us @ fspglobal.eu
[/vc_toggle][vc_toggle title=”What does lead generation mean?”]A “lead” is a qualified commercial contact. The “lead generation” is the activity of generating qualified commercial contacts. The lead generation includes the use of different convergent techniques. FSP Global can offer you, for the lead generation, a valid support and great services at competitive prices in all the following areas:

1. Management of the inbound and outbound calls in order to verify the contacts and establish right away a relationship to be developed, discover new opportunities, invite them to events, recontact previous contacts. Telemarketing campaigns, Management of the incoming calls, Customer relations.

2. E-mail campaigns

2.1 Custom made direct email contacts, one-to-one

2.2 Direct email marketing campaigns (DEM) destined to a wide public and with custom made management through special methods.

3. Online Internet Marketing
3.1 Optimization of search engines, search marketing, search engine optimization, landing pages

3.2 PPC campaigns (sponsored links, pay for clicks) or PPV (based on views)

3.3 Presentations and seminars via internet (webinar)

3.4 Newsletters: regular transmission of news

3.5 Advertising banners

3.6 Focused portals

3.7 Directories and online catalogues

3.8 Online branding campaigns

3.9 Online advertising campaigns

3.10 Blogs

3.11 Podcast

3.12 Online video presentations, movies for the web

CONTACT US FOR A QUOTATION WITH NO COMMITMENT. WE SHALL ANSWER PROMPTLY.

Tel. +40.364.88.56.77  +39.02.8995.9858
e-mail:   contact-us @ fspglobal.eu
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