Is Small Businesse Need a Customer Service

TeleDirect offers nearly every service you could expect from a call center. TeleDirect’s inbound services include reliable customer support, order processing, media support, tech support, reservation services and help desk services. The outbound services are equally robust, including lead generation, customer retention efforts, market research, appointment setting, telemarketing, follow-up calls and survey conducting. A unique feature of TeleDirect’s outbound services is cold-calling, which helps to forge new customer relationships and expand your base; most other services do not perform cold-calling in addition to their other outbound functions. This slate of services made TeleDirect one of the most comprehensive call center service we reviewed.

24/7 availability

TeleDirect is available 24/7/365, providing a constant destination for your customers’ phone calls, regardless of your business hours or time zone. Not only is constant availability a boon for cementing customer relationships, but it also means a representative will always be available on holidays and weekends.

Our customer-service experience with TeleDirect was satisfactory. Agents were knowledgeable and able to answer any questions we had, though our interactions did lack a personal touch or a friendliness that might leave an even better impact on a customer. However, we never had to wait and always obtained the information we needed quickly.

Dedicated agents

TeleDirect employs any combination of shared, blended or dedicated agents, depending on what your needs are. Having the option to use dedicated agents, which are call center employees specifically assigned to work for your business, can help ensure more accurate and engaging service. Shared agents manage several different accounts with the call center service, meaning they have to pay attention to more than just your business. Blended agents, as the name suggests, are a mix of shared and dedicated agents for your campaign.

Working with a dedicated agent ensures not only that your customers are of particular importance to the agent, but also helps to improve the call center’s individual accountability.

Multiple languages

TeleDirect’s agents can field calls in multiple languages, not just English and Spanish like many other call centers. If your business engages with a clientele that speaks a different language, TeleDirect is likely able to accommodate them. If your customers often speak a foreign language, TeleDirect is a great option for staying in constant communication with them in their native tongue.

Limitations

No live-chat support

One minor drawback to TeleDirect’s service is that there is no live-chat option in the event you require support. Of course, there is a customer-support phone number, and the company also offers an email address. Overall, we found this limitation to be relatively insignificant, especially when compared with the list of services TeleDirect offers.

Monthly volume minimum

TeleDirect requires your business to use its services for a minimum of 29 minutes each month in order to continue working together. While you’ll need to consider whether your average call volume hits this mark or not, the 29-minute requirement is not very prohibitive compared to some comparable companies’ requirements – overall, TeleDirect’s call volume minimum represents a minor consideration.