Question 1

How long have you been in business?

Accepted Answer

Call Solution Network's leadership team has over 20 years of experience in the call center and telemarketing industry, and CSN as a company has been serving clients for many years. We've worked with businesses of all sizes, leveraging our extensive expertise to continuously improve results. Our track record and longevity mean you can trust us to be a stable, knowledgeable partner.

Question 2

What call center services do you specialize in?

Accepted Answer

We specialize in a wide range of inbound and outbound call center services tailored to B2B and B2C needs. This includes lead generation, appointment setting, outbound sales, customer service, helpdesk support, and more. Our core focus is on driving sales growth and enhancing customer experiences for our clients via phone interactions. All our services are built around the goal of supporting your sales team's efforts and improving your customer outreach. (For a full list, see our Services page.)

Question 3

Do you handle calls internationally or just in the U.S.?

Accepted Answer

We handle calls primarily in English and can call internationally as needed. Our team regularly contacts prospects and customers in English-speaking countries across North America and beyond. If you require multilingual support or calls to non-English-speaking regions, let us know – we do have capabilities (such as Spanish bilingual agents) and can explore solutions based on your target markets. In essence, we're flexible: domestic U.S. calls, nearshore, offshore – we'll craft the right setup for your campaign.

Question 4

Are your services suitable for B2C, or do you only do B2B?

Accepted Answer

We successfully conduct campaigns in both B2B and B2C environments. Our roots include years of B2B appointment setting and lead generation, calling decision-makers at businesses. However, we also have extensive B2C experience – such as outbound sales to consumers (insurance, telecom, etc.) and inbound customer support for e-commerce companies. We adjust our approach depending on the audience. B2B calls require a business-savvy, consultative tone, which we excel at; B2C calls often require more empathy and enthusiasm, which we equally embrace. Rest assured, whatever your target customer – business or consumer – we have the expertise to communicate effectively.

Question 5

Where are your agents located? Can I choose onshore vs. offshore?

Accepted Answer

Our agents are located in Mesa, Arizona (USA) as well as in our nearshore and offshore locations. Many clients opt for a blended team to balance quality and cost – for example, Mesa agents during U.S. daytime and offshore agents overnight. We assign agents to client accounts based on the client's preferences and campaign requirements. If you specifically want only U.S.-based (onshore) agents on your project for quality or compliance reasons, we can absolutely accommodate that. Conversely, if budget is a primary concern, we can utilize more offshore agents under our close supervision to maintain standards. We'll work with you to determine the optimal mix, and in all cases, our agents function as one cohesive unit trained to your standards.

Question 6

How do you ensure quality and brand consistency?

Accepted Answer

Quality assurance is a cornerstone of our service. We implement a robust QA program that includes regular call monitoring, scoring against KPIs, and detailed feedback for our agents. Our managers review calls daily – you can even listen to call recordings we send to hear how we represent you. To ensure brand consistency, we undergo comprehensive training with your team at the start of our engagement: learning your product, brand voice, FAQs, and preferred ways of handling various scenarios. We often create a playbook for your account (approved by you) that all agents follow. Moreover, a dedicated Client Advocate/Account Manager oversees your program and interfaces with you regularly. They update scripts or tactics as needed and share weekly (or even daily) performance reports so you always know what's happening. If something isn't up to par, we catch it fast and fix it. Your brand is safe with us – we treat it like our own.

Question 7

How do you charge for your services?

Accepted Answer

Our pricing is customized to each client's needs and campaign. After understanding your objectives – the call volume, complexity, required hours, etc. – we'll provide a proposal. Typically, we charge on a per-hour or per-call basis for outbound campaigns, and a per-minute or fixed monthly rate for inbound/customer service programs. We can also structure performance incentives (for example, a bonus per appointment set or sale made) if that aligns with your goals. We maintain flexible budget options; for instance, some clients choose a lower base rate with higher performance bonuses, while others prefer an all-inclusive fixed rate. We have low minimum commitments and can accommodate weekly or monthly billing cycles depending on what you prefer. Rest assured, everything will be clearly laid out – no surprise fees. Our aim is to be a long-term partner, so we'll work within your budget constraints to find a win-win.

Question 8

How long does it take to get started with CSN?

Accepted Answer

Not long at all. Once contracts are signed, we typically conduct a Kickoff meeting with you to discuss goals, strategies, and gather all necessary materials. We then move into a quick onboarding and pilot phase. For simpler campaigns, we can be up and running in as little as 1-2 weeks. This includes recruiting any special talent needed, training our team on your processes, and testing systems integration. For more complex programs (say, multi-language customer support or heavily regulated industries), we might plan for about 3-4 weeks lead time to ensure everything's perfect. During the pilot (often the first few weeks of calling), we closely monitor results and meet with you frequently to tweak scripts or targeting. After that, we ramp to full speed. In summary, we move as fast as quality allows – understanding you want to see results quickly, but never compromising the preparation that sets us up for long-term success.

Question 9

How do we communicate once the campaign is live?

Accepted Answer

Communication is frequent and transparent. You will have a dedicated Account Manager (Client Advocate) who is your main point of contact. They will send you updates and reports regularly (weekly written summaries at minimum, with daily dashboards if desired). We encourage at least a short weekly call or virtual meeting to go over progress, answer questions, and gather any updates from you (like changes in your offers or priorities). Additionally, you'll have access to listen to live calls or recordings anytime – some clients like to join our QA calibration sessions periodically. For urgent needs, our management team is just a phone call or email away. Essentially, we consider ourselves an extension of your company, so we keep lines of communication open and responsive at all times. You'll know the faces and names of our team working on your account, and we'll know yours. It's a partnership.

Question 10

What if I want to scale up or down, or pause the service?

Accepted Answer

We pride ourselves on flexibility. If you need to scale up – for example, you have a seasonal surge or a new product launch – simply let us know your forecast and we can add additional agents (either temporarily or long-term) often within days. Similarly, if you need to scale down due to budget or seasonality, we can adjust staffing to match, with appropriate notice. Our contracts typically allow for revising scope with minimal hassle. If you ever need to pause the service entirely, we accommodate that too (we'd discuss a retainer for holding resources if the pause is lengthy, but we aim to be fair and collaborative in such cases). The bottom line is, we're agile – we understand business needs evolve, and we're structured to evolve with you. No bureaucratic red tape, just a focus on doing what's right to support your business needs.

Question 11

How do I get started with CSN?

Accepted Answer

Simply reach out to us! You can contact us via the form on our Contact page or call us directly to schedule an initial consultation. We'll discuss your needs, answer any other questions, and, if it's a fit, provide a customized proposal. Getting started is as easy as that initial conversation. We're excited to learn about your business and explore how we can help you achieve your goals. Let's start the journey to higher sales and happier customers together!

Frequently Asked Questions

Frequently Asked Questions (FAQ)