Frequently Asked Questions

What are your hours of operation?
We are here 24 hours a day, 7 days a week, 365 days a year.

What about call routing options, including overflow? There are a few options. A common choice is to allocate a percentage from your toll-free service provider. This allows a specified percentage of your calls to be routed to your facility and another percentage to be routed to CCS. You may also have the option to program your in-house switching equipment to forward calls to our center. Another option is to purchase "Busy Call Overflow" from your toll-free service provider, so your calls automatically come to CCS when your lines are busy. We can always set this up on our system and do all of the work for you!

How can I find out more about your services? Call or e-mail us and we can customize the perfect solution for you.

How easy is it to outsource calls to CCS? It is very simple! We will work with you to understand your project, goals and budget and then customize the right solution for you. We do all of the work.

Do I have to use CCS 24 hours a day? Will this cost more? You can use CCS for one call a day or 24 hours a day. The cost is based upon a monthly minimum for your project that works best for you. Any overage will be billed out at a per minute rate.

How large is your call center? We have the capacity to scale to any size needed. Approximately 70% are full time employees, and 30% are part time employees.

How can I monitor calls? What does CCS do for Quality Control? Our state-of-the-art equipment lets you have access to every call and the ability to download them, all from your office. We encourage monitoring and test calls to help us support your business the way you want it supported. We will even build a customized QA system to ensure calls are completed and graded to your specifications. Using our proprietary system, we monitor live calls, hearing both our agent and your customer, all while viewing the agent’s data entry skills.

How do you store client databases? Client databases are stored separately on our private, secure network server, and never mixed with other databases. Our redundant hardware ensures your data’s integrity.

How are calls routed to CCS for after hours service? The most cost-effective option is "Time of Day" call routing, available from your toll-free service provider. We are happy to work with your toll-free service provider to coordinate this service or resporg your number over and we can handle this for you.

What types of calls does CCS specialize in? Due to our unique approach of customizing a solution to your needs, we can handle any type of support needed. For a overview of support please see our areas of support on the Services page.

For Catalog Orders, how do your agents know our item information, shipping requirements, special offers, etc? We work with you to import your catalog file with item numbers/SKUs, inventory levels, customer database and source code files into our system. Help screens and customized scripts guide our agents through every phone call with ease and professionalism. Item information, descriptions, prices, shipping and applicable taxes are all automatically calculated and totaled for the caller based on your specific catalog needs. We provide a friendly, helpful agent, regardless of when your customers call.

E-mail:  sales@completecallsolutions.com