Telesales with a defined outcome
Viva Call can discuss B2B and B2C outbound campaigns, lead qualification, appointment setting and retention. Specify what makes a lead qualified, which objections agents may address and what must be confirmed before a handover. Activity counts should be read alongside the quality of the opportunity and the accuracy of the follow-up.
Customer support for e-commerce
Order status, delivery questions, returns and product enquiries need an agreed knowledge base and approval boundaries. An agent should know when a refund, exception or specialist decision requires escalation. During seasonal peaks, review both volumes and the kinds of issues arriving; a change in contact mix can alter the skills required.
Airline and travel conversations
Booking enquiries, changes, disruption-related requests and claims require procedures that match the client’s tools and authorisations. The outsourced team should not promise a fare, refund or alternative itinerary without the appropriate access and approval. Clear handover notes help the next colleague understand what has already been checked.
Channels, language and accountability
Voice, email, chat, WhatsApp and back office each have different demands. Define response expectations, ownership and escalation by channel. Team leaders need examples of good outcomes and regular calibration, not only a dashboard. Wider geographic reach starts with a realistic coverage plan.
A proposal based on the work
Share your target audience, language requirements, contact volumes, campaign purpose and tools. We scope training and reporting with you. Commercial targets and service levels are confirmed in the proposal; no conversion rate or response-time guarantee is implied by this page.