Inbound Call Center

What makes a great inbound call center provider? Is it the ability to answer a customer’s call quickly, efficiently and with low queue wait times? Those are some of the key elements in delivering top-notch service to your customers and we excel at all of those. How do you know if your customer was handled properly? We learn about your business, your products, your service and your customers from top to bottom to ensure they receive a pleasant experience and have an 83% first call resolution rate.When you partner with MSB, you’re partnering with a company that has the experience you’ll come to know and trust. Our years of experience in the industry have taught us the importance of constant training and testing. We’re always striving to be the leader and your trusted partner in fulfilling your customer’s needs. Our agents are among the most talented in the industry, and we train them not only on emerging trends in customer service, but on your company, your products and services, your culture.

As a client of MSB, you’ll enjoy the benefit of our Contracted KPI’s guarantee.

Our KPI’s consist of…

• Average Hold Time Of 90 Seconds Or Less
• Pick-Up Rate Of 90% Or Higher
• Agent Quality Score Of 90% Or Higher

This will give you the peace of mind that your campaigns are being handled correctly and efficiently. The way they should be. Our Hybrid approach along with our extensive reporting will allow you to view the KPI’s by campaign.

A/B Split Testing
The benefit you receive from utilizing MSB to handle your call center’s needs is that we’re the experts in the Continuity, Retention, and Free-Trial verticals. We’re able to offer you the benefit of A/B Split Testing at any time using our agents. The science of split testing has been around for decades and has proven to be effective in finding what combination or price points, verbiage and offers work the best.

A/B testing helps you determine which marketing campaign is most effectively delivering the optimal results for your business. Split provides companies a way to support recommended changes and improvements based on hard numbers. By utilizing MSB agents, our agents are familiar with using the A/B testing method and are able to adapt on the fly.