Inbound calls
We accept calls from your clients, consult, process orders, and record every request in CRM.
Opti CONNECT is an outsourced contact center with an office in Kyiv and 6 years of experience. We adapt the team, workflows, and reporting to the specifics of your project.
No request is lost
Operators receive the call, record the result and transfer data in the agreed format.
One line — all key tasks
We customize operator workflows for your product and processes: from initial consultation to order placement and forwarding to the responsible specialist.
Hotline
We receive requests on a scheduled basis or 24/7 and provide answers based on a prepared knowledge base.
Technical Support
We help customers resolve standard issues and route complex inquiries to your specialized experts.
Order Processing
We clarify details, place orders according to your scenario, and log results in your CRM or other system.
Information Line
We provide information about products, terms, promotions, and statuses so customers get quick answers.
Launch Stages
Before starting work, we agree on tasks, form a knowledge base, and train the team. After launch, we monitor quality and key metrics.
The result is not just a connected phone line, but a clear process with responsible persons, scenarios, CRM, and regular reporting.
Launch Plan Development
We define project goals and create an individual work plan considering product specifics, expected load, and service requirements.
Information Structuring
We analyze client materials, build a knowledge base, Q&A list, and scenarios for high-quality customer consultation.
Channels and Reporting
We configure request tracking, agree on report formats, train personnel, and set up IVR for effective communication.
Start & Quality Control
We launch the line, adjust processes, regularly test operators, and monitor agreed KPIs for consistent performance.
Incoming Line Case Study
An example of how outsourcing incoming calls helped a client retain orders and reduce waiting times on the line.
FOP Petrova O.M.
Inbound call handling project
Task
The client was unable to accept calls after hours. During peak loads, the team also could not process all requests, causing lost orders.
Solution
After launching the line, customers gained 24/7 access to quick advice and order placement. This increased orders and slashed queue times.
What Our Partners Say
We work as part of the client's team: following agreed scenarios, monitoring quality, and keeping communication transparent.
We have been working with the Opti CONNECT call center for about 2 years. On behalf of the "TMK" group of companies, I would like to express my gratitude for the high-quality, uninterrupted work on quality control in the network.
We thank the team of Opti CONNECT for the professionalism and integrity shown during the joint work on conducting telephone surveys. We hope to maintain partnership relations in new projects.
Our audit firm would like to thank the contact center Opti CONNECT for conducting the project on outgoing calls. We expanded our customer base and increased sales. We look forward to further fruitful cooperation!
Frequently Asked Questions about Inbound Calls
Our operators handle incoming calls from your customers, provide consultations, answer questions, register inquiries, deliver technical line support, and forward critical information to designated team members when necessary.
Yes. We organize inbound line operations in any mode convenient for your business — during standard business hours, evenings, weekends, or 24/7 around the clock.
We calculate the required number of operators based on predicted call traffic and monitor key performance indicators: response speed, hold time, and missed call rates.
Yes. If needed, the operator logs the outcome of every inquiry directly in your CRM or other software: customer details, inquiry topic, conversation outcome, and next steps.
Yes. We create customized scripts and a knowledge base tailored specifically to your business. This helps operators find information instantly and maintain high service quality standards.
We supervise operator performance, analyze and listen to call recordings, and track key KPIs: speed to answer, call duration, missed calls, conversion rates, and adherence to communication standards. You will always have full access to detailed reporting.
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