The biggest issue in these services is the randomness of the inbound
call traffic. Especially if your product is relatively new, it will be
difficult to estimate the incoming call count for each week and run
your call center efficiently. If you are trying to test your product
in the market, consumer helpline is a big cost that your business
would like to minimise.
Solution: Pay As You Use Call Center with Talent
NoTime Remote Modular Workforce platform
helps businesses to offer a customer service line without any
employment, capital investment or long-term commitment. NoTime is a
platform which brings businesses and freelance customer service
experts together. NoTime experts can get trained and qualified for
your business to support your customers over the phone. You will only
pay for the number of minutes they spent to handle your calls. If
there are no calls, you pay nothing.
NoTime also provides e-learning, ticketing, call recording, real-time
and historical reporting features as part of the service with no extra
E-learning platform helps NoTime Experts to get trained and qualified
for your business. It also provides FAQ and qualification
questionnaire for the active calls. You can upload your e-learning
material into your NoTime dashboard and create qualification exam. As
NoTime experts pass your exam and get qualified, you will receive
notification emails. Once you reached your minimum number of trained
experts target, your helpline will become active and NoTime Experts
will start to handle your customer calls.
Call Center Infrastructure
NoTime platform operates a global call center infrastructure which
includes interactive voice response (IVR), voice recording, real-time
and historical reporting, resource forecasting and scheduling
features. Businesses can access their real-time dashboards and
historical reports as well as the audio recording of each call as part
of the service.
Backoffice Applications and Ticketing
NoTime also includes a simple CRM and Ticketing service. Each call
will have a ticket created with the expert’s notes, call result codes
and answers to the customer qualification questionnaire. Tickets can
be accessed from your NoTime dashboard.
How to Ensure the Availability of Qualified Experts
NoTime is a platform where freelance experts support multiple
businesses by handling their customer calls.
Common concern is about how to ensure enough trained experts to be
available during the hours of operation.If your business needs to guarantee a minimum number of qualified
experts, you can offer “Weekly Retainer Fee” to a
number of NoTime experts who are qualified for your business. If an
expert logs in and stays active i.e. either in Available or in Talking
state during your business hours for a week, you will pay a weekly
retainer fee, even if no calls are received. This incentive will
ensure to have sufficient number of qualified personnel each day.
Weekly Retainer Fee is also used to attract NoTime experts to qualify
for your business skills, even if your call volumes are low.
Typically, a NoTime Expert handles 3–5 busy skills and 7–9 less busy
skills with retainer fees.
Team Calls and E-Mail Communication
Businesses can schedule a team call with the qualified experts. NoTime
also offers web conferencing feature for such meetings. You can also
send news, product updates and other announcements over the email. If
there is a major change in your product support scope, you can release
an updated version of your training and NoTime Experts qualify for the
new version of the skill.
Remote working has become the new norm for the agile business.
Utilising freelance experts for certain roles and paying only per
minute for their service helps your organisation to minimise fixed
costs, scale up and down easily and grow faster.
Check out NoTime website (https://notime.io) and learn more about
remote modular workforce and how it can help your business to become
Mobile Contact Center Solutions
Mobile Agent and