Faq

ITES stands for IT-enabled services. It is used to define outsourced services that require information technology for which a specialized call center is needed.

BPO means Business Process Outsourcing. More and more firms tend to outsource their back office activities to specialized companies. Outsourced activities can be manifold, but they generally require advanced IT-related activities, therefore resorting to specialized companies is easier and more convenient.

By focusing on outbound activities, call centers can become highly specialized. Outbound services are a coherent albeit differentiated set that requires high professionalism to obtain the best results. Thanks to a long experience in this field, for its outbound activities Microsite has designed a targeted and integrated strategy that employs every medium in order to reach

It is convenient for various reasons: it saves costs, entrusts a specialized contact center to deal with sensitive operations such as customer care and direct marketing, gives the opportunity to use the most advanced technologies without creating a company call center.

IVR are systems of Interactive Voice Response that manage inbound calls in a call center, using a host computer or a local database with which customers can interact.

Very specific techniques are necessary for outbound activities. Operators receive a wide-ranging training on every aspect of telephone communication: how to approach potential customers professionally, motivate them and overcome objections, contact and time management, communication styles, persuasion techniques.

Teleselling is the sale of products and services on the telephone. It includes activities of cross-selling, the proposal to sell a new product to existing customers, and up-selling, the technique used to induce loyal customers to buy more expensive or finer products/services than the ones they usually buy.

Business Intelligence (BI) designates the set of business operations carried out by a company in order to gather and analyze strategic data. Business Intelligence also refers to the technology used in these operations, that is software solutions able to collect data from large databases and enter them in smaller connected

Customer satisfaction is the constant monitoring of the degree to which a product or a service has met the customers’ expectations. It is an important instrument aimed at building a long lasting relationship between customers and the company that is based on trust, detecting possible faults, planning improvement strategies wherever required, understanding the

It is a computerized system that automatically calls telephone numbers. Predictive dialers are designed to detect when the telephone is busy, it is not working or there is no answer; furthermore, they indicate the remaining time for each call and eliminate dead time.