Virtual Office & Call Center Services

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Call Center Services from Solid Cactus provides inbound order taking, package tracking, email response, live chat and other customer service functions on a per-minute rate. Customer Service Representatives (CSR's) are trained on the client's products and policies and are monitored to ensure the highest level of service is offered to each call. The call center itself uses the latest voice over IP technology from Cisco Systems including the Cisco IP Contact Center designed specifically for the call center environment. Call center employees are based in the company's headquarters in Wilkes-Barre, PA.

Benefits of Solid Cactus Call Center Services:

Agent Training

All new agents undergo 1 week of classroom training. In these sessions, we review topics such as quality assurance standards and processes, sales practices via phone, chat and email, customer service skills and more. In addition, we maintain an ongoing training schedule for agents to expand on their product knowledge and customer service skills.

Agent Skill Requirements

Our Call Center Agents are required to have an excellent command of the English language, superior oral and written grammar skills, a pleasant phone presence, first-rate sales and customer service skills, Internet and basic computer skills, as well as interpersonal and communication skills.

Supervisor & Trainer Skill Requirements and Qualifications

Supervisors have at least 2 to 3 years of previous experience in a supervisory position and ample call center experience.

Agent Motivation

We believe that everyone deserves a good work/life balance as well as opportunity to achieve, and therefore offer our agents flexible scheduling, new skill training and career advancement opportunities, pay-for-performance, contests, promotions, etc.