Client Brief Name Phone Email Company Business Overview 1. Briefly describe your business and services offered: What are your main business goals for outsourcing call center services? (E.g., cost-saving, improving customer experience, increasing appointment bookings, etc.) What geographic regions do your customers come from? (Local, regional, international, specific countries) Call Center Requirements 1. What services are you looking to outsource to NexaPulse? (Please select all that apply) Front desk / Reception servicesAppointment bookingService bookingCustomer supportTechnical supportOthers 2. What is the primary communication channel you want us to handle? (Please select all that apply) PhoneEmailLive chatSocial mediaOthers 3. Do you need a 24/7 support team, or are there specific business hours? (Please specify preferred operating hours) Customer Information & Volume 1. How many customers do you serve on average per month? 2. What is the expected volume of calls/appointments we will be handling daily or weekly? 3. What is the average call duration for your business inquiries? 4. Do you experience seasonal fluctuations in customer inquiries? (If yes, when and by how much?) Current Systems & Tools 1. Are you currently using any customer relationship management (CRM) tools? (If yes, please specify the software used) 2. Do you have any existing systems for appointment/service booking? (E.g., scheduling software, online platforms, etc.) 3. What other software or tools do you expect our team to use? (Please list them and provide access requirements) Key Performance Indicators (KPIs) 1. What metrics or KPIs are most important to your business? (E.g., First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction Score (CSAT), etc.) 2. What are your goals for these KPIs? (If applicable, please provide current performance benchmarks or desired targets) Customer Experience 1. What type of customer experience are you aiming to deliver through our services? (E.g., quick resolution, personalized service, high-tech support, etc.) 2. Do you have specific scripts, guidelines, or protocols we should follow during customer interactions? (Please provide any relevant materials or requests) Staffing & Training 1. How many agents do you anticipate needing for your project? 2 2. Are there any specific training requirements for handling your calls? (E.g., product knowledge, service guidelines, compliance protocols, etc.) 3. Will you provide training materials or require us to develop them? Timeline & Budget 1. What is your expected timeline to launch the outsourced services? 2. What is your approximate monthly budget for call center services? Additional Information 1. Is there any other information that would help us tailor our services to your needs? 2. Do you have any questions or special requests for our team? Enhancing Healthcare with Seamless Support and Smart Solutions Driven by a mission to empower businesses by providing them with superior services that go beyond mere functionality to add real value 708-786-0673 info@nexapulsebpo.com
