Inbound & Outbound Call Centre Services

Improve your customer service with call centre outsourcing

A dedicated call centre allows your customers to have the person-to-person contact that words on a screen or a mail-out simply can't deliver. While an online presence exposes a business to a global audience, successful marketers know the secret to success is to combine digital with call centres.

Why call centres are the key to customer service solutions

Call centre customer service works to resolve the more complex, unique enquiries that move beyond simple and general customer issues that are usually dealt with by providing FAQs and online web forms or transactions.

At ASTIA, we understand that person-to-person contact is the most valued. When else can you have a direct conversation with your clients or leads to understanding the market needs and what is most desired?

The biggest concern is finding a call centre outsourcing partner to operate as if it was an internal department of your existing business, so your business can focus on its core objectives.

Our complex dialler technology allows us to create your inbound, outbound, and blended marketing and service campaigns to suit your objectives in less time than you might expect.

Our Inbound Call Centre Services

Inbound call centres play a critical role in the customer experience of many businesses. They are often the first point of contact between a company and its customers, and as such, they can have a major impact on customer satisfaction and loyalty.

Done right, inbound call centres can be a powerful tool for driving sales and fostering customer relationships. Done wrong, they can be a major source of frustration for both customers and businesses alike. Done wrong, they can be a major source of frustration for both customers and businesses alike.

Our inbound call centre services include:

Inbound Customer Service:

Our inbound customer service solutions are designed to help you improve your customer service levels and resolve issues quickly and efficiently.

Inbound Sales:

Our inbound sales solutions are designed to help you increase sales and conversions by giving customers a direct way to purchase your products or services.

Inbound Technical Support:

Our inbound technical support solutions help you quickly and efficiently resolve technical issues.

Inbound Telemarketing:

Our inbound telemarketing solutions are designed to help you generate new leads and appointments by giving customers a direct way to get in touch with your company.

Our Outbound Call Centre Services

Outbound call centres provide a way to reach out to potential and current customers. This can help businesses increase sales, by making it easier to reach potential customers and make more personalised sales pitches.

Our outbound call centre services include:

Lead Generation:

Our outbound call centre services can help you generate new leads by giving customers a direct way to get in touch with your company.

Customer Surveys:

Our outbound call centre services can help you collect customer feedback through surveys. We can provide you with a dedicated team of surveyors who are available.

Why use ASTIA for call centre outsourcing?

Common challenges with inbound call centres include high call volume, long wait times, and agents who are not properly trained to handle customer inquiries.

Some centres are often reactive, rather than proactive. This means that they are typically only utilised when there is an issue or problem that needs to be addressed, rather than being used as a preventative measure.

At ASTIA, we have countless years of experience in call centre outsourcing and a wide range of inbound and outbound call centre services, enabling us to provide high-quality services for Australian call centres.

• We ensure adequate coaching, training, and professional development.
• We foster a culture of accountability and ownership of performance.
• We use Amazon Web Services, guaranteeing 99.99% uptime with on-shore data centres.
• We provide outcome-based scripting making even the most complex call flows seamlessly with a built-in knowledge base to help support the agent through even the most challenging of calls.
• We use live dashboards to manage and monitor outbound productivity and inbound service levels and our agents also have their own dashboards to monitor their own performance in relation to their daily/weekly KPIs.