Our Approach
Flexible Staffing Model
Pay only for what you use. We utilize a “flexible staffing” model, which allows our clients to only pay for what they use. Agents are trained on multiple programs that will enable them to manage client volume spikes or redeploy during slower periods. Time-critical tasks, such as handling inbound calls, are given the highest priority.
Flexibility
Our team flexes and scales with our client’s volume. We train a larger team than you need, but you only pay for what you use. Programs usually start with a few hundred calls a day and grow from there.
Custom Relationship Managment
We typically use our proprietary CRM but can use a client’s software when required.
Our Team
You’ll sleep better while we’re awake. Our team will provide quality contact center services for client contact services in all needed time zones. Our team provides services every day of the year. Our Philippines-based team members are selected using multiple screenings to ensure excellent English communication skills and customer service experience.
Quality
We train our team on client programs and use our proprietary online scripting and smart reply system. On a regular basis, agents are rigorously coached and evaluated on the quality of their calls. Our goal is to represent our clients most professionally and respond to each question as they would want. As we identify new questions, these are presented to the client to integrate an appropriate answer. All calls are recorded and available for client review using our real-time online portal.
Client Success
Happy clients don’t leave. With over 75 years of experience building quality customer service experiences and supporting online marketing, we understand the importance of working closely with our clients to develop any program. Our expertise crosses industries and technologies. We can support you, whether you are looking to use us to support patient recruitment for clinical trials, capture inbound custom requests, or establish an outbound qualification and warm transfer program for online submissions.
Speed
Programs are typically launched within two weeks of the kickoff meeting. We can quickly evaluate and implement a custom pilot and provide the necessary feedback to know whether this works for you.
Integration
Our integrated system means clients receive “speed to call” by posting customer information, in real time or in batches. We will post back results to client systems. Our online portal provides real-time results and access to calls for quick assessment and adjustment.
Compliance
State and Federal guidelines, related to calling, are tracked and integrated into our systems and scripting. For outbound calling, we use white-listed, client branded phone numbers.
Engagement
Daily updates and real-time reporting are provided in the first few days after launch. Typically, we schedule weekly calls to review and adjust performance. Once performance is satisfactory, we continue to meet monthly for review and continuous improvement.
Reporting
We provide real-time, online reporting including call recordings and performance data. Reports can be customized by marketing source, time, or call attempt to name a few.
Why Choose Balboa Digital
Friendly, professional team members to support your brand
White-listed, branded outbound numbers for higher contact and engagement
Lightning-fast “speed to lead” for real time response
Scalable, flexible staffing - use only what you need
Online reporting and access to call recordings
Simple, fast integration
Learn More!
Contact us to learn more about Balboa Digital's call center solutions.