What does Call-Center-Online do?
Call-Center-Online helps large enterprises manage the customer experience by providing customer-centric solutions from strategy to execution across the entire customer lifecycle. By leveraging world-class operations across its global platform of people, process, technology and infrastructure, Call-Center-Online provides front- and back-office customer management services that help strengthen the world’s leading brands.

In addition, Call-Center-Online offers value-added services that optimize the experience of each customer and maximize the value of every interaction opportunity.

What is customer relationship management (CRM)?
A recent article in the Harvard Business Review defined CRM in the following way: “CRM aligns business processes with customer strategies to build customer loyalty and increase profits over time.” Broadly defined, CRM encompasses any number of processes and technologies used to manage the relationship with the customer. The three pillars of CRM are traditionally viewed as marketing, sales and customer management. The CRM industry comprises a variety of firms, including technology developers, systems integrators, consultants and advisors and service organizations.

What does CRM mean to Call-Center-Online?
Call-Center-Online participates in the customer management outsourcing segment of the CRM services market. Outsourcing firms provide full or partial management of their clients’ customer management operations, personnel, processes and technologies. Outsourcing can encompass CMC operations, including the handling of voice, electronic mail and Web-based customer interactions, as well as hosted technology solutions.

Call-Center-Online is a leading global provider of CRM services outsourcing, helping clients at every stage of the customer lifecycle. There are many ways to work with Call-Center-Online, including conventional outsourcing, facilities management, co-sourcing/joint ventures and consulting.

Does Call-Center-Online sell CRM software?
Call-Center-Online’s primary business is not software. Call-Center-Online does utilize proprietary technology designed specifically for the outsourced CRM environment, including switching and routing, computer telephony integration (CTI), workflow management and many other key CMC technologies. In addition, Newgen Results Corp., a wholly owned subsidiary, provides data analytics technology and services to the automotive industry.

What technology does Call-Center-Online offer?
Call-Center-Online provides key technology and integration capabilities required to run the CMC environment successfully, including CTI, switching, routing, systems integration, interactive voice response (IVR), email response and Web self-help, distance/eLearning training tools and many other key technologies.

What services does Call-Center-Online offer?
Call-Center-Online service offerings span the entire customer lifecycle. Call-Center-Online has designed and managed successful programs for clients in areas ranging from customer acquisition to retention and loyalty programs. Call-Center-Online specializes in inbound customer management programs and generates more than 90 percent of its revenues from these activities. More information on Call-Center-Online’s services can be found in Solutions.

How much does Call-Center-Online charge for its services?
Pricing varies by client and by the scope of services provided to each customer. Designing customer management programs for clients can be complex and requires thorough analysis of project requirements and client needs to determine the price for Call-Center-Online services.

Who are Call-Center-Online’s partners?
Call-Center-Online offers a variety of strategic partner services depending on the needs of the client. Call-Center-Online partners with industry innovators that have demonstrated thoughtful leadership and the ability to deliver value to their customers. For more information, please visit our Partner section.

Where do I find employment information?
Call-Center-Online has a careers section on the Web site. It can be reached at Careers.

Where can I get more information on the services offered by Call-Center-Online?
A salesperson will gladly contact you to provide additional information on Call-Center-Online’s services. Please visit our Contact Us section.

Will Call-Center-Online accept small projects?
Call-Center-Online typically accepts projects with more than 50 CSR positions in North America, with slightly smaller projects sometimes accepted in other regions. Other factors, such as communication media and language requirements, also impact our decision on whether to take on a project. Call-Center-Online does not usually accept short-term or seasonal work, with standard contract lengths varying from three to five years and beyond.

How do I request a proposal from Call-Center-Online?
Please visit Contact Us.

How do I find a sales contact at Call-Center-Online?
Please visit Contact Us.

Where is Call-Center-Online located?
 34th flr. RCBC plaza tower 2,  6819 ayala ave. 1226 makati  city, Philippines