Contact Center

From phone calls and emails, to chats and trouble tickets, we have handled a wide variety of communications on our clients behalf. Our support agents are eloquent and well versed on your product. We make sure of it! When you contract SKU2U to handle your customers questions and orders, we do not take that responsibility lightly. First and foremost, we train our contact center staff on your business and products, just as if you were hiring your own sales or customer service team.

It is just as important for us to know that our Client Support Agents are handling your callers the same way that you would, and we know it is important to you that the customer has a seamless experience with our staff. We speak with hundreds of our clients customers each and every day, through phone calls, emails, chat sessions and trouble tickets. Each and every caller is completely unware that they are reaching anything but your company.

In fact, in the last 5 years, we have only had to divulge the fact that we are a contact center to 1 caller, only after the approval of our client.

Our Contact Center is so much more than a PBX System and phone lines. We have found and customized the most state-of-the-art system possible to handle your communications. We can provide your company with its very own “auto-attendant” that allows you to forward some calls to our contact center, but allows you to reserve the right to accept those calls you want to take yourself. Many of our contact center customers find this to be very useful.

Changes to your ‘Dial Plan’ are made immediately and do not require hours of provisioning to make changes. Any time you would like to change up how your calls or communications are answered, just let us know. We can typically accommodate your request right away.

Like working with Trouble Tickets and Contact Forms? No Problem! We can take that on too! Any form of communication can be handled by our Contact Center Specialists.

Auto Attendant Included:

All SKU2U Contact Center clients receive a powerful Auto Attendant at no additional charge. This auto attendant can be setup so that certain calls are routed directly to the contact center and other calls are routed to members of your team. For example, if you would like to answer your own Sales calls, yet have SKU2U answer all Customer Service calls, we can route Sales calls directly to your staff and all Customer Service calls would ring into SKU2U Fulfillments’ Contact Center.

A Knowledgeable Staff:

All contact center employees who are responsible for answering our Clients phone calls are guaranteed to be direct SKU2U Employees (unless otherwise agreed to). Our employees are friendly, attentive and most of all helpful. We train them to be efficient in their phone calls, yet provide your customer with the best experience possible. All phone calls are monitored for timeliness so as not to charge our clients for unnecessary minutes.

When using SKU2U Fulfillments Contact Center Services, your customers will not know they have reached anything other than your company directly. Our staff is fully trained on how to answer questions your customers may have, complete any and all orders while the customer is on the phone, handle escalation calls by transferring to an authorized representative within your organization (whether on-site or off) and, most importantly, will never divulge that they work for SKU2U Fulfillment or that your customer has reached a third party contact center.

Added Benefit(s):

Because our Contact Center staff has direct access to your fulfillment activity with SKU2U, they are capable of answering your customers shipping questions almost immediately. In most instances, our contact center can track a package, provide tracking information, and inform your customer of any shipping information while on the phone with the customer. Very rarely do we have to call a customer back.

If you have a Fulfillment Relationship with SKU2U Fulfillment, you will see that our contact center rate(s) are very competitive with most major Contact Center providers. Although our pricing is very competitive, we believe that our service offering is far beyond most Contact Center providers, offering your Company a tremendous Value Added Service.

Customized System:

Many Contact Centers are limited to the software they select, which therefore limits their ability to service their Clients wants and needs. SKU2U develops a cloud based system that is completely customized to each of our Client’s needs. In real time, SKU2U can send all caller information and categories directly to a central location where it can be monitored and divided into “Support Groups” at the client level. Although we cannot accommodate every request, SKU2U has been capable of developing almost all client requests within our platform.

In general, SKU2U Fulfillment offers contact center services at a fraction of the price of most contact center providers. Many ask us how we are able to provide our clients with rates this low. We never have a problem telling you how and why:

Most of our contact center clients are also customers of SKU2U’s fulfillment services. In fact, the rates we quote you are not the same rates we would quote to a customer coming in and only utilizing our Contact Center service. Here is why being a Fulfillment Customer makes a difference:

Because of our existing relationship with your business on the Fulfillment end, many of our staff have to be trained on your products anyway. They get to see your product first-hand and must be trained on what it is and how it is to ship. Because of this, training for contact center is more of a “Fill in the Blank” process than it is an overall Product Training. This greatly reduces the time needed to train new Contact Center Staff on your products.

Also, because of the nature of our business and all the services we provide to our clients, we do not have to have as many “Dedicated” contact center reps as most other Contact Centers do. We cross train all of our support staff to be able to answer your calls, place an order for a customer and answer most questions a customer would ask. Because our staff already has access to our back end systems for other purposes, training them on how to utilize those same systems in a contact center environment becomes streamlined.

Bottom line is, you are only paying for our services when our phones ring. We do not have to build in Agent ‘Wait Times’ into our pricing as most of our agents are dual purposed already. In the event that you have very large call volumes (5,000 minutes or more per month), SKU2U will then put in place Dedicated Agents where their only responsibility is answering your phone calls. In this scenario, all calls are sent to your dedicated team first, and in the event that they are already on the phone, will ring to other available agents if necessary. This provides our Clients customers with almost no hold time, and reduces the total costs that need to be charged to our Client.