Telesolutions For Customer Service

The key for a low-call-volume business is to find a call center with no monthly minimums or invoice requirements. With Xact Telesolutions, you’ll pay only for the services you use. Many other call center services require either a minimum number of calls or minutes on the phone, while others charge you a base fee regardless of how much of their service you use. Small businesses that don’t regularly meet these minimums or don’t require the base level of services would be better off going with a no-minimum service like Xact.

Customizable

Xact Telesolutions, like all of the call center services we recommended in our reviews, is a customizable service, so it includes only the functions your business requires. The rate you pay will vary depending on which services you choose, so you’ll need to speak with a representative to obtain a quote for your individualized plan.

Inbound services to choose from include appointment management, customer service, order processing, credit card processing, technical support, loyalty programs and follow-up scheduling.

Outbound services offered by Xact Telesolutions include lead generation, appointment reminders, collection reminders, online and print marketing campaigns, customer feedback, and surveys.

Xact Telesolutions also maintains a disaster recovery center, which will ensure your business remains operational during natural or man-made disasters.

Support for multiple languages

Call center agents at Xact are accent-neutral English speakers, and they have employees fluent in Spanish as well. For other languages, Xact partners with a third-party translation service that supports more than 100 languages, ensuring that any of your non-English-speaking customers will have somebody available to accommodate them.

Customer support

Xact Telesolutions utilizes an automated system to queue callers, but our call was answered immediately. The agents were friendly, enthusiastic and knowledgeable. We were pleased that our questions were answered by one customer service representative instead of having our call passed to multiple representatives.

Live monitoring

An especially attractive feature offered by Xact Telesolutions is live monitoring, which you can use to listen in on customer service calls in real time. In addition to the online reports the center generates for your review, it’s easy to use the Supervisory Tool provided by the company to make sure agents are living up to your expectations when speaking with your customers. Whether you’re just curious or a customer filed a complaint regarding his or her treatment by an agent, live monitoring is an indispensable tool to hold the call center accountable and ensure you’re receiving the quality service your business deserves.

Limitations

No cold-calling services

Despite the variety of outbound services offered by Xact, the company does not engage in cold calling. While this isn’t a major drawback, call centers that provide cold-calling services can help forge new relationships and expand your client base. Cold-calling services are relatively difficult to find in a call center service. If you require a call center service that offers cold calling, see our review of TeleDirect, our pick for the best overall call center service for small businesses.