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Q : How do I contact OneCall?
A : You can reach OneCall, e-mail -: info@onecallbd.com/en and by phone.
PHONE NUMBERS
BD: (0088)-01713011182
- E-mail Support is available 24x7. Initial e-mail response is sent within two hours. Phone Support is available 5:00 a.m. to 6:00 p.m. PST, Saturday - Thursday, except holidays.
Q : How do you prioritize internal support requests?
A : Support requests are categorized as follows to insure that critical situations are handled first. We address issues in the following chronological order:
- Urgent-All OneCall users are unable to continue using the application; critical business functions are on hold.
- High-Some OneCall users are unable to use the application. Critical business functions are at risk but able to continue. Often a alternative solution has been found.
- Medium-OneCall's system is not working as promised or as usual. A fix or help is required. Acceptable alternative solutions have been found. Major business functions may proceed.
- Low-A question, issue, or enhancement request. Questions can be answered in a few minutes or days depending on the contingency.
Q : What is the average response time from OneCall Tech Support?
A : Response Times are based on business hours and the priority level of your request.
- Urgent-Initial response is within two hours. OneCall Support gives troubleshooting highest priority.
- High--Initial response sent within four hours.
- Medium-Initial response sent within eight hours.
- Low-Initial response sent within two days.
Q : Can any OneCall user visit the customers-only support site?
A : We encourage all OneCall users to become registered users of the Technical Support site. We will provide a logging facility to clients.
Q : How long does it take to launch my program?
A : Our average implementation takes under a week. For basic service requirements, we can implement our services rapidly in hours and days. For complex service requirements, we can provide you with a time estimate after a quick assessment.
Q : How do you train your staff?
A : OneCall's representatives (consultants/agents) are typically college graduates with excellent written, verbal, Internet, PC, and online service skills. They are carefully screened and are subjected to a rigorous training before handling customer interactions. General training covers Internet, PC & Customer service skills while the Company-specific training covers company-specific products, services, culture and protocols. Upon completion of training, the representatives are tested and subsequently put on the job.
Q : Are representatives trained to up-sell and cross-sell?
A : Yes. up-sell and cross-selling is one of the core modules of the training curriculum.
Q : What kind of reporting does OneCall provide?
A : OneCall understands that accurate reporting is one of the most important components of any customer service operation. We provide our clients with daily reports that can be customized to our clients' needs. The frequency of report generation in 24 hours can be increased or decreased as per the clients' specifications.
Q : Are there any Reseller/Partner programs?
A : If you are interested in becoming a reseller or partner, please write to us at info@onecalbdl.com/en alternatively call us on the numbers mentioned at the top of the page.
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