FAQ –
Frequently Asked Questions
We answer common questions on outsourcing, call centers and the Snubes platform.
Do you have questions about call center outsourcing or about Snubes’ products and services? Then you’ve come to the right place. Here you will find frequently asked questions and the answers to them.
Call Center Outsourcing
What is call center outsourcing?
Call center outsourcing involves outsourcing specific areas or tasks, such as customer support, new customer acquisition or back office management, to a call center.
What are the advantages of call center outsourcing?
- Reduction of fixed costs
- Flexibility to compensate for seasonal fluctuations
- Easy access to highly qualified employees
- Scalability to grow faster
- Saving on expensive investments
- Improved technology through the use of state-of-the-art call centers
Can I arrange a trial month before signing a long-term contract with a call center?
Most call centers offer pilot projects so that both sides can try out whether a campaign or project can work and achieve the desired goals. This minimizes the risk for both you and the call center.
Call Center Services
Services in an Inbound Call Center
What is an inbound service?
Inbound telephony describes the service provided by a call center to answer incoming calls from their client’s customers. When a customer calls a company with a service or product inquiry, a call center agent answers the call instead of an internal employee. Customer inquiries can be support or sales requests, invoices, and general inquiries.
What inbound services can I find at Snubes?
Inbound services that can be covered by our call center partners:
- Overflow/After-Hours Support
- Customer service
- Emergency hotline
- Technical Support
- Help Desk
- Hotline
- Live chat
- Customer loyalty programs
- Service Desk
- First-level support
- Video chat service
- Complaint management
- Donation hotline
- …and many more
On our call center platform, you can find the most suitable inbound service quickly and easily with a direct quote request.
Services in an Outbound Call Center
What is outbound service?
Outbound service is a service in which call center agents make outbound calls to potential new customers or existing customers. This includes telemarketing, sales or survey services.
What kind of outbound services can I find at Snubes?
These outbound services can be covered by our call center partners:
- Customer acquisition
- Appointment making
- Market research
- Subscription marketing
- Insurance sales
- Mystery calls
- Event registration
- Telesales
- Telemarketing
- Service calls
- Telephone surveys
- …and many more
On our call center platform, you can ask for quotes directly and thus find the most suitable outbound service quickly and easily.
What problems can occur in outbound campaigns and how can I solve them?
Outbound campaigns can face numerous challenges from address acquisition over the selection of payment models to the creation of call guides. These obstacles can be overcome by choosing the right call center to support you in all aspects of outbound campaigns.
Services for Social Media Support
What is social media support?
Social media support provides customer support in all common social media channels such as Facebook, Twitter, Instagram or WhatsApp. Common tasks include handling complaints, answering questions and providing advice.
What kind of social media support services can I find at Snubes?
Social media support services that can be covered by our call center partners:
- Reputation Management
- Customer service
- Community support
- Crisis management
- Monitoring
- WhatsApp customer service
- …and many more
On our call center platform, you can request quotes directly and find the most suitable social media support for your company
Services for Back Office Support
What is back office support?
Back office support provides administrative support in the areas of billing, record keeping, regulatory compliance and accounting.
Welche Backoffice-Supportleistungen kann ich bei Snubes finden?
Back office services that can be covered by our call center partners:
- Data Management
- Data analysis
- E-mail service
- Order processing
- Processing of customer feedback
- Mail processing
- …and many more
Our call center search allows you to choose the most suitable back office support for your individual needs.
Prices and Cost of Call Centers
How can I reduce the cost of an internal call center?
The internal operation of a customer support service can be expensive for a company. Personnel costs, office space and technical equipment are the highest cost blocks. Outsourcing customer service to a call center is a great way to turn fixed costs into variable costs. This provides flexibility and ensures that you only pay for the agents you actually need.
What costs can I expect when outsourcing inbound tasks?
There are many variables to consider when outsourcing call answering, including skill level, type of work, call center location, hours of operation and duration of the project. However, the choice of pricing model is usually the deciding factor in actual costs. For inbound call centers, a distinction is made between shared teams and dedicated teams. Find out more about this in our price section.
What costs can I expect when outsourcing outbound tasks?
There are several variables to consider when outsourcing outbound calls, including skill level, type of work, location of the call center, target audience (B2B/B2C) and duration of the project. However, the decisive factor for the actual costs is usually the choice of pricing model. In the case of outbound call centers, a distinction is made between hourly rates and commission. Learn more about this in our price section.
What costs can I expect when outsourcing social media support?
The calculation of the costs of a social media support service is similar to that of an inbound service. The most common billing model here is also on a per-minute or per-hour basis. Take a look at the more detailed information under the question “What costs can I expect when outsourcing inbound services?
Call Center Search with Snubes
What are the advantages of working with Snubes?
Our goal is to make your outsourcing project a sucess. Quality is our top priority and our process will save you time and money. We offer:
- Efficient vendor selection: Save yourself from creating long vendor lists, complicated comparison spreadsheets in Excel, and countless phone calls with service providers that may be a match. With the smart tools of the Snubes platform, you will receive a proposal for an individual vendor list suitable for your project in no time and always keep track of the current status of your requested offers.
- Data-driven decisions: Through exclusive insights into the capabilities, capacities and performance of the call centers in our database, we enable data-driven decision-making. This means you no longer have to choose your outsourcing partner based on a gut feeling, but can choose the right call center risk-free.
- Real experts: We offer you a free consultation with independent call center experts with many years of outsourcing experience in various industries. This allows us to fully understand your goals and find customized solutions to ensure the long-term success of your outsourcing project.
- Customized quotes: Get customized, no-obligation quotes for your project – easily, quickly and individually. We have the largest call center network in Europe. There is no faster way to get high-quality quotes at competitive prices.
How much does the Snubes service cost?
The use of our platform is completely free of charge for our customers. We finance ourselves through a commission from our call centers when we successfully connect a contract to a call center.
How does Snubes handle privacy?
Your data is only visible to the call centers with whom we match you and your project. You decide which data the service providers are allowed to access in order to be able to submit a relevant offer.
How can Snubes ensure the high quality of service providers?
All call centers in our database are checked by quality assurance experts. We also take a close look at all data and information, so you are on the safe side and fraud doesn’t stand a chance. In addition, our customers can rate call centers and share their service experience.
Registration and Login at Snubes
How can I register on the Snubes platform?
You can easily register on our platform by requesting access on our website. You will then automatically receive your access data by e-mail together with instructions to help you find your way around our platform. If you have any further questions, please feel free to contact our team at any time.
How can I change my password?
You can reset your password by acessing the settings in the Snubes platforms and click on “Change Password”.
If you forgot your password and want to reset it, you can do so by clicking on “Forgot password” in the login section on the website.
Tenders and Offers from Call Centers
What information must my RFP contain for call centers to submit relevant bids?
When you create your project on our platform, we help you capture all relevant requirements. This is ensured by our so-called smart scoping – a guideline that you go through in the process. This way, we ensure that no information is forgotten that is relevant for the preparation of the offer.
Can I upload a document on the platform?
To post your project on our platform, you go through a smart scoping process. You define all the relevant requirements of your project on the basis of a questionnaire. At the end of this process, you have the option of uploading documents such as a timeline or an NDA (non-disclosure agreement).
Can I choose the decision criteria for a call center myself?
The basis for our call center matching in which we match suitable providers to your project are the requirements you defined in the smart scoping process. The matched call centers then create offers and upload them to the Snubes platform for you. Then you can decide for yourself which one suits best for you and which service provider you would like to work with in the future.
How long does it take to receive quotes?
On average you will receive your bids within a few days of your project being advertised. You also have the option to set submission deadlines.
Are the offers non-binding?
All offers you receive as part of a project tender via the Snubes platform are non-binding.
Where can I see the offers?
You can find all offers in your Snubes account under “Projects”. To do so, log in with your email address and password.
I haven’t found the right call center yet – how can I make further inquiries?
Sometimes the quotes don’t quite meet your expectations yet or call centers choose not to participate for various reasons. Often it is just a small detail in the project description that makes the difference. Please contact us if you have not received suitable offers and we will take care of the rest.