Outsourcing Your Company’s Professional Chat Support Services
Outsource your chat support services to a team of professionals based in the Philippines and increase customer satisfaction, conversion rates, and revenue.
Partner with a BPO and lessen the gap between your company and its customers by providing top-notch customer service. By working with SixEleven’s knowledgeable chat support services team, your clients get direct access to highly trained customer representatives who can help them answer their concerns.
Outsource chat support services to SixEleven and rest assured knowing that there’s always somebody on the other line waiting to help your customers.
Work with SixEleven today so you can focus on growing your company.
The Benefits of Outsourcing Live Chat Support Agents
Outsourcing your company’s live chat services to a Philippine agency is an investment that can increase your company’s customer service satisfaction and profitability.
Learn more about the benefits of chat support outsourcing services for your company.
Improved Customer Turnaround Times
Customers expect brands to respond to their queries quickly. If a company cannot provide an answer for its client swiftly, it can lead to a dip in customer satisfaction.
When you outsource live chat support services to dedicated agents, you won’t have to worry if your customers are getting the help that they need – because someone is always ready to assist them.
Personalized Customer Experience
Most customers will prefer to have a personalized experience versus a templated one. Improve your chat support process by outsourcing to a company that can give your clients the extra care they deserve.
Increased Customer Retention
When you have dedicated agents answering your client’s queries, you minimize the friction of transactions with your business, which can lead to a better experience with your company and higher customer retention.
Enhanced Workflow
Delegating customer service to a BPO can give your team the mental bandwidth they need to focus on high-value tasks for your business.
Lower Operating Costs
BPO agencies can help businesses scale their operations according to their needs. An outsourcing company can provide you with fully equipped personnel who are ready to take on the job – at no additional fee.
Why Six Eleven?
History honed us to who we are today. A team with solid focus – “Exceeding client and customer expectations by maximizing workforce potential to deliver high revenue and satisfaction rates.”
Innovation & Analytics
We combine the skills of our agents with the latest technology for a smoother, more efficient transaction.
Ability to scale
We can help you scale employees more depending on the demand of your tasks.
Stability
Secured cloud backups and encryptions are prepared for your accounts to ensure continuity of operations.
Continuous improvement
We constantly train staff and motivate them to upskill to keep up with the needs of the industry.
Operational excellence
We make sure your employees operate on a high degree of compliance for your business.
Loyalty
We value our clients’ trust and maintain a long-term partnership with them.
Deploying Chat Support Outsourcing Services
Our highly trained live chat support agents are ready for your outsourcing needs. We have the trained professionals you need to execute your plans for your company.
1. Client's Job Recruitment
The company ensures the quality of services it offers will align to the client's standards and requirements.
2. Tailor Fit Hiring
Agents were assessed thoroughly to ensure that they match and fit the client's standards perfectly.
3. Easy System Integration
Our IT team is equipped with all the tools needed by each client.
4. Training
All agents will undergo a minimum of 2 weeks training regarding the clients project. This period shall be non-billable and free.
5. Production
As part of the Company's management, Team Leader and Program Managers will be in-charge in managing and coaching the agents to be productive and perform well.
Most Popular Questions
1. Is 611 open to guaranteeing a Service Level Agreement (SLA)?
Yes we are. At the onset, most people try to settle on pricing and terms. Once this is agreed upon in principle, we can work more on a more defined SLA for your program. This could range from number of sales, percentage of conversions, service uptime, drop call ratio and so on depending on the clients business. This negotiated SLA can be added to the contract and a compliance rate of 90 percent or more is expected.
2. Where is 611 located or where will my program be placed?
611 currently has three offices. Our main office is located in Davao City. Our expansion office is located in General Santos City. Our 3rd office in Davao Mabini. The choice where to place a particular program largely depends on the type of program and the skill set present in the talent pool of the existing office when the program is signed or depending on client preference.
3. Do you do background checks on employees?
We have a third party agency duly accredited by the Philippine government who conducts such on behalf of our company. This assures that the check done is both independent and reliable. Furthermore, every employee is required to submit an NBI (National Bureau of Investigation) clearance before they are accepted towards our company to certify that they do not have any existing civil or legal encumbrances.
4. Do you have a disaster recovery plan?
We operate in 3 geographically different offices strategically located in segments. It is about a 2-hour drive from each facility to the next. We don’t oversell our capacity and always maintain an allowance for overflow. Thus in an event of a major disaster, calamity, or equipment failure, we have readily available capacity at proximity to be able to transit agents in and out during a “recovery” situation.
5. What redundancies are in place?
All our computers and servers are backed up by industrial ups with a capacity of 30 minutes or more depending on load. We also have a backup onsite generator to protect against power outages. We have 3 ISP lines with the top 3 Telco providers in the Philippines w more than 200mb of dedicated 1:1 ratio Internet capacity per site.
6. What is your approach to keeping employee morale high?
We have a lot of initiatives to engage our people. We offer them free meals daily so they avoid skipping meals. We offer them HMO (health card) so they are covered in case of any medical needs. We also have several different activities in our office ranging from team activities, developmental training and also team building and bonding activities. Please see our company’s Facebook page for some samples: https://www.facebook.com/SixElevenGlobalServices/
7. Do you do performance reviews?
We normally have a weekly commission scheme for our reps, this is to reward and acknowledge exemplary performance for the week and do a mini-performance review w each representative. We also do performance reviews every quarter to assess the growth and progress of agents and equally compensate them for such if it merits such.
8. Do you allow client visits or audits?
We have an open-door policy with all our clients. They are welcome to visit us anytime at any frequency to conduct audits, training or just plain checking. We encourage such visitations, we want to establish client confidence and also build a relationship so we are open. Clients can also do audits anytime they prefer w agents but as far as network infrastructure goes, it has to be duly scheduled to avoid any possible service disruptions towards other clients.
9. What are the security measures in place to protect the employee and also the client’s areas?
All our employees have to pass through a fingerprint authenticated turnstile system before they can enter our facility, and we also added physical barriers and door authentication software. Other systems may be added upon client request to control and regulate specific areas to make it dedicated. Further, all areas are monitored by CCTV cameras and we keep video logs of all activities for up to six months or longer upon client request.
10. What are the data security measures in place?
We are duly attested and certified as a PCI compliant organization. We follow best practices as mandated by the PCI council. We follow the password string parameter, idle boot time, also password changing every certain interval. We have a strict policy of people needing to use their credentials as this can be traced in case there is any illegal activity.
11. Can 611 ramp up fast in case there is a high call volume?
We do several non-committal projects. Outbound sales, SEO, Back office, etc. We have a pool of people we can always tap just in case there is an anticipated major overflow because of certain holiday’s or occasions. We just need to be given sufficient notice to cross-train and prepare people at no extra cost to the client, we only bill during live hours and not during training.
