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Disclosure

Welcome to the Disclosure Phase. We kick off by delving into your company’s details, ensuring a comprehensive understanding. Then, we take the spotlight to reveal our core identity and what sets us apart. Next comes the pivotal exploration of your Business Objectives. Navigating further, we examine the challenges present in your customer support landscape. Budget and resources take center stage as we align our strategies with your financial landscape. Our next step is to pinpoint key stakeholders of your company to understand the decision-making landscape. Finally, we delve into the heart of your brand – its identity, values, and unique selling points. Together, we navigate this Discovery Phase, crafting a personalized journey to success, uniquely designed for you.

Assessment

Welcome to the Assessment Phase. We’ve gathered insights about your company during the Discovery Phase, and now it’s time to delve deeper. Firstly, we aim to determine the scope of our engagement, pinpointing the number of hours and agents required to meet your service needs. In the realm of technology, we assess your software and tech requirements. Examining the rhythm of your company’s operations, we assess the intensity of the workload. This insight aids in refining our strategies to match your pace and uphold service excellence during peak times. Understanding your average customer base is pivotal. We analyze the demographics, size, and behavior of your customer audience to tailor our services for maximum impact. What are your expectations from our services? This is a key question in our assessment. The Assessment Phase is a collaborative effort, designed to fine-tune our strategies based on your unique needs.

Onboarding

Welcome to the Onboarding Phase. To kick start our partnership, we’re excited to extend a 7-day free trial period, giving you a firsthand experience of the value we bring. During this phase, we seamlessly integrate the systems and tech requirements identified in the Assessment Stage. In this phase you meet your dedicated team of trained agents, each specifically tailored to your company and the unique landscape in which you operate. We prioritize customized training to align our services with your brand values and customer expectations. Transparency is key. As part of the onboarding process, we disclose all relevant information, including the allotted hours for each agent. The Onboarding Phase is more than just a transition; it’s the beginning of a collaborative journey.

Monitoring

Welcome to the Monitoring Phase. Our dedicated quality control team takes center stage, closely monitoring every agent dedicated to your company. We craft a detailed scorecard for agent performance, carefully evaluating key metrics. The performance scorecard is not just an internal tool; it’s shared with you. This phase serves as a two-way street for communication. We provide our insights and feedback, offering suggestions for continuous improvement. Simultaneously, any requirements or changes you wish to implement are seamlessly integrated into our operations. The Monitoring Phase is not just about oversight; it’s a dynamic process of refinement.

Evaluation

Welcome to the Evaluation Phase, marking the climax of our collaborative journey. Here, we prioritize continuous improvement and strategic planning.

  • Quarterly Meetings: Engage in insightful discussions about overall performance, exploring avenues for enhancements and efficiency. These sessions serve as a dynamic platform for open dialogue and improvement.
  • Annual Summit: Elevate the partnership further with a comprehensive yearly meeting. Bringing together all relevant departments, this summit fosters collaborative strategy sessions. It’s an opportunity for both our companies to align, innovate, and forge new pathways for mutual success.

Frequently Asked Questions

From smarter software to specialized agent training, our
multi-channel expertise encourages.

What is the process for switching from another contact center?

Our outsourcing offering spans IT Services, Finance and Accounting (F&A)
Outsourcing Services, Back Office BPO (Data Entry and Data Processing Services) ,Call Center (Customer Service) Outsourcing, Healthcare BPO Services, E-commerce Support Services , Corporate Training, and Digital Marketing.

What industries do your agents have the most experience in?
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When is the best time to switch to your call center?
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5+

Years of Experience

Stat-3 1

15+

Happy Clients

50+

Team Members

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WHAT WE DO

Customer Care Hub

Round the clock, we deliver our flexible inbound services to over 15 taxi companies based in the UK. With our team’s specialized industry expertise and dedicated support, we’re here to cater to your unique requirements and ensure a smooth ride to success.

  • Contact Centre – Inbound Call Handling services, bookings, and queries

  • Customer Care – Customer Service

  • Inbound contact centre –

  • Out of hours Call handling Services

  • Escalations/Convert to App

  • Order Taking Services

Ready For Your Free Trial?

Discover the ProtoCall potential: a seven-day trial awaits, unlocking premium services for your evaluation.

Avail My Free Trial

Discover the ProtoCall potential: a seven-day trial awaits, unlocking premium services for your evaluation.

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Testimonials

What Our Clients Are Saying

ProtoCall was hired by Acorn Taxis in 2021, and they have provided us with outstanding service. We currently have a team of three operators from ProtoCall. They have been very flexible in meeting our changing needs and has shown a willingness to work with us to find the best solutions

Client

Their team understands the local accent and communicates well. They provide helpful performance reports and friendly, professional management. Dispatchers ensure jobs are sorted correctly for drivers and customers. Overall, our experience with ProtoCall has been amazing

Client

ProtoCall Outsource has provided 5 experienced operators for our taxi firm for 3+ years. Their team communicates well, handles issues effectively, and emphasizes quality assurance with performance reports. Our experience has been exceptional, and we plan to continue working with them.

Client

We faced issues during peak hours with our previous team. We tried ProtoCall in 2020 and saw improvements within a month, So We now hire 5 operators and 2 dispatchers from them. The complaints have been reduced by 63% and the driver satisfaction rate has also increased significantly

Client

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