FAQ

ja-dialog is a company that specializes in customer service and call center solutions. We offer a wide range of services including inbound and outbound telephony, email and chat support, technical support, customer service, sales, surveys and market research.
We currently operate two call center locations in Germany, in Berlin-Mitte and Bitterfeld-Wolfen, as well as a call center location in Asuncion in Paraguay and employ several hundred people. We work with a wide range of clients, from small and medium-sized companies to large corporations, to optimize their customer communication, continuously improve customer service and thereby increase customer satisfaction. Based on previous agreements on individual needs, ja-dialog relies on the latest technologies and innovative approaches to ensure that all expectations are met and that the additional advantages of a call center are fully realized.

A call center represents a corporate entity primarily engaged in delivering customer-centric services, including addressing customer queries (via phone or written communication), executing sales or marketing initiatives, and conducting administrative tasks.

An inbound Callcenter centers primarily deal with receiving customer calls, responding to service queries, and offering solutions for customer issues. Conversely, outbound call centers Makes calls independently to acquire customers, sell products or collect feedback. Call centers usually cover both inbound and outbound areas.

In a call center, the “back office” usually refers to the areas with administrative and support-oriented tasks that are carried out behind the scenes, such as data processing, order processing and email management.

Pricing strategies for call center services are primarily predicated by the amount of tasks processed (e.g., calls, emails, chats, support tickets), the number of deployed agents, or the timeframe within which services are rendered. Prices may fluctuate based on variables such as geographical location, service level, agent count, nature of operations, or attainment of preset objectives. However, a standard pricing model typically involves a base monthly fee supplemented by additional costs for extended services and additional agents.

A nearshore call center is situated in a neighboring country sharing cultural and linguistic similarities, while an offshore call center operates from a country with a distinct culture and language. The choice between nearshore or offshore is typically motivated by cost-saving and scalability objectives.

AHT, or Average Handling Time, denotes the mean duration required by an agent to fully process a task (a call, e-mail, chat, etc.). This duration encompasses direct customer interaction as well as administrative duties, such as task documentation.

FTE stands for “Full Time Equivalent” and refers to the work that a full-time employee provides in a company. In the call center, an FTE typically refers to a customer service representative who works 40 target hours per week.

Multilingual refers to the capability of the call center to handle customer queries in multiple languages, aiming to ensure higher customer satisfaction.

Customer service representatives in multi-skill teams have the capacity to handle diverse topics interchangeably (sometimes simultaneously). Multi-skill teams are strategically deployed to maximize employee utilization (for example, during off-peak hours) or to meet the client's demands as effectively as possible.

When choosing the right call center, businesses should consider various factors such as cost, quality of services, flexibility, experience, language proficiency, and location.

A modern call center like ja-dialog leads companies to success:
1. Improve customer satisfaction and better communication – A call center can help ensure that customer questions and problems are addressed quickly and effectively, resulting in higher customer satisfaction. It enables companies to maintain effective communication with their customers tailored to their needs and requirements.
2. Increase sales and reduce costs – A call center can also help increase sales by actively promoting the sale of products or services. This can help reduce costs by allowing companies to outsource certain tasks and have them completed more efficiently, instead of having to maintain their own human and material resources.
3. Scalability: – A call center can scale as needed to accommodate changes in the number of calls or customer demand.
4. Data collection and analysis – A call center can also collect and analyze valuable data about customer demands and needs, which can help companies make better decisions regarding their products, services and marketing strategies.
Call centers increase the success of companies by improving the customer experience, increasing sales, reflecting costs and gaining valuable insights into customer needs.