Hiring Lead & Support Call Center (ONLY CONTACT CENTER)

I want a reliable call-center team that can seamlessly blend outbound lead-generation with inbound customer service for a technology audience. All conversations will be in English, so I expect clear pronunciation and a professional yet friendly tone on every call.

Scope of work
I’ll provide target lists, product information, and access to our cloud-based CRM. Your agents will place warm and cold calls to qualify prospects, set appointments, and nurture opportunities. At the same time, they will handle customer service inquiries coming in through our toll-free line, resolving common issues or escalating tickets inside the CRM.

Key expectations
• Consistent coverage during North-American business hours (with flexibility for campaign bursts).
• Detailed call notes entered in real time, including disposition codes for leads and resolutions for service tickets.
• Daily call recordings stored securely and shared through our portal.
• Weekly summary report showing number of dials, connections, qualified leads, appointments set, average handle time, and first-call-resolution rate.

Acceptance criteria
A lead counts as qualified only when all required fields are completed and the prospect has verbally confirmed interest in a follow-up. A service case is considered closed when the customer indicates satisfaction and the ticket is marked “resolved” in the CRM.

If your team is experienced with technology products and can meet these deliverables, I’m ready to start campaigns right away.