Toronto, Canada Call Center

Future Work Technologies goes that extra mile
to turn your call center into an engine of revenue growth

The key to customer loyalty is outstanding customer service. Seems obvious, right? Think about the first contact your customers will have when there is a problem or question about your product. Who do you want to be on the other end of that phone call, email, or chat?

Future Work Technologies provides knowledgeable agents, high-performance support, and will treat each customer as a VIP from beginning to end. Future Work Technologies can be the competitive (and cost-effective) advantage you need to grow your business exponentially.

Dispelling the myths about call centers in the Canada

Canada call centers can be an attractive option. You get educated; highly skilled, well-trained agents who speak near flawless “American” for a fraction of the cost. But unfamiliarity can lead to anxiety when choosing to outsource to Canada, for example:

1. I had a bad experience with a foreign call center.

A bad experience isn’t isolated to a particular country. It can be the result of an inadequately trained agent, inept management, or poor processes. Future Work Technologies understands the key to delivering top-notch customer care is to answer quickly, provide high-quality service, and resolve the customer’s needs on the very first interaction if possible.

2. Lack of visibility – A call center company in the Canada is too far; I won’t know what’s going on. Reports will be incomplete or inadequate.

All Future Work Technologies employees will be trained to handle phone calls, emails, or live chat so they can move seamlessly between channels and fill in where they are needed at any given point in the day. This will help to minimize wait time for your customers when contacting the call center. Reports can be customized to your specifications in a format that fits your needs. Transcripts/reports will be accessible at any time so you can check all call recordings, emails, and live chats.

3. Customers will receive poor quality service.

Seasoned agents, rigorous training practices (including “live” interactions and corrective training), and attention to quality assurance are proven to achieve a high level of service. In addition, establishing a culture of accountability and rewards will motivate employees to provide world class customer service.

4. Foreign agents will speak in broken/bad English and have too many cultural differences from the customer.

Future Work Technologies in the Canada hires agents who are college graduates, learned Canadian/American-style English from an early age, and enjoy American movies, TV, music, books, and social media. Many Canadian are immersed in the American language and culture – in fact, many companies transact their business in English. Any accent is very slight especially when employing Canadian from other countries. Plus, Canadian are some of the warmest, happiest people on the planet.

5. Agents won’t be knowledgeable about my business.

This is a risk among Canadian/American call centers, too. What it comes down to is training. Future Work Technologies agents are dedicated to your business. They will be presented with detailed information about your product/services, understand common problems/questions and how to handle them, and maintain an open line of communication for updates about current and new products.

6. Foreign agents aren’t trustworthy and will steal credit card data.

Future Work Technologies comply with Payment Card Industry Data Security Standards (PCIDSS) and follow the same stringent certifications as American-based companies. Our employees undergo background checks, screenings, rigorous training, and comply with workstation security measures.

7. Canadian call center technology is limited.

Many technologies can be accessed from anywhere in the world. Even if you’re using an older technology, it can be used through whitelisting IP addresses, VPN, and remote access – just as any Canadian/American company would. Future Work Technologies can also set your company up with call center technology if you don’t have any.

8. Operations will lack the professionalism we see in Canada & America.

Most Canadian connect with Canadian/American much more deeply than other call center locations such as India, Jamaica, or some Eastern European countries. They use American-style English instead of British (there is a difference). Likewise, Canadian love American movies, social media, books, and TV, establishing a connection on a cultural level also Future Work Technologies also understands the importance of laying the right foundation with 1) agents dedicated to your account who undergo comprehensive training about of your business, 2) high quality technology, 3) an easily searchable information database, 4) and by using seasoned agents who are experienced with Canadian/American companies and multiskilled across channels.

Save up to 50% with a well-run, high performing Canadian call center

Call center services are not cheap. But if you outsource to the Future Work Technologies call center company you can cut your cost by 50% over onshore services while still providing the same quality services you’d get from a Canada/US-based call center.

Future Work Technologies provides a high quality,
full-service, customizable call center at a fraction of the cost

All-inclusive, fully managed service.

Future Work Technologies will take care of everything from building to launching to managing your call center. Our goal is to achieve the best results possible and continually grow your business.

Large pool of seasoned agents ready to start now

Future Work Technologies is very exclusive about the agents hired. In fact, our company has an entire team devoted to recruiting seasoned agents who have years of experience with similar American businesses. Future Work Technologies also hires college graduates who regard working at a call center as their professional goal. If you have a special requirement, Future Work Technologies can hire quickly to fulfill that need.

A team of managers, trainers, and quality assurance dedicated to your business.

When you choose Future Work Technologies call center, you get a whole team dedicated to your business including: an experienced project manager (who will learn your business top to bottom), supervisor, quality assurance, and professional call center trainers who will get your team ready. Future Work Technologies gives you the right agents + the right support = the best productivity, quality, and results.

Customizable call center processes designed with your product/service in mind

Future Work Technologies can build, implement, and manage your call center; use your already existing processes; or customize areas you feel are incomplete/need improvement. We want to make sure that our agents have the tools they need to provide world class customer support and high-performance sales.

World class customer support

Future Work Technologies agents routinely receive 95% quality assurance scores when independently audited by phone, email, and live chat interactions with our customers. We build and manage quality assurance programs that evaluate the quality of interactions by our own dedicated, independent quality assurance team. You’ll have full access to all recordings, emails, and live chats, quality evaluations, and results.

High performance sales, retention, lead generation, and appointment setting.

Everything Future Work Technologies does to implement our call center is designed to achieve the high results. Our training programs, scripts, tactics are all created with the single goal of selling your product/service. Our agents are trained to become experts in your business, products, and customer profile so we can finely tune our interactions with your customers. We constantly review results, see where we can improve, and implement new strategies.

Agents flow seamlessly across phone, email, and live chats.

After selecting the right candidates, our Operations team trains them to become top-performing agents. Our professional call center trainers typically provide 40 to 80 hours of training to newly-hired agents. Near the end, they’re tested and certified. And they ONLY go live if they pass. Once they go live, we have a ramp-up plan where they begin with simple tasks, gradually moving into more advanced tasks.

Provide advanced call center technology (or we can use yours).

We are ready NOW to set up, implement, and manage your call center technology such as Salesforce, Ring Central, Five9, Zuora, Chase Paymentech, Digital River, Zendesk, Gorgias, Stripe, and more. Future Work Technologies is proficient with large-scale call center phone systems, live chat technology, email, ticket techs, and CRMs. Likewise, if you have a system in place you’d prefer, we can adapt to that as well. Access can be gained by using a browser, VPN, IP whitelisting, or remote desktop – all while maintaining secure, 2-factor authentication (where needed), and compliance with PCIDSS.

Reduce your costs without reducing your quality and results.

Future Work Technologies in the Canada will cost you about 50% of what you’d pay for call center services. But not every Canada call center will offer high-quality results. They may hire subpar agents or not be able to build end-to-end processes. Future Work Technologies only hires college educated, top-performing agents with years of experience in American businesses. We can create a whole call center system for your business that will rival any American-based call center at a fraction of the cost.

American owned and managed.

Future Work Technologies is the best of both worlds: you get all the benefits of outsourcing to Canada while enjoying a call center run with the same values, processes, technology, culture, and integrity of an American call center.

Would you like to know more? Please contact us on +1 647 768 4742