Call Center Partner (SOPHI)

SOPHI offers services based on your company’s phone setup. Learn more about the options below:

• New Numbers – This is best for companies who do not already have a number that their customers are calling. If you do not have a number advertised, you can opt to get a new number with one of the call centers available. To request a new number for your company, fill out the New Number Request Form.
• Forwarding Numbers – This is best for companies who want to maintain ownership over their own number. In this case you will need to request a new number from the call center to forward your calls to. This also works for companies that are set up on a phone tree and want a specific option to go to one of the call centers. To request a new number for your company, fill out the New Number Request Form.
• Porting Numbers – Porting a phone number means you are releasing ownership of the number to the call center. Please reach out for more information and a copy of the form.
• Phone Trees – A phone tree is when the caller dials in and is presented with options to select from before reaching a live person. Fill out the New Number Request Form for this option.

A script must be provided to ensure the call center has updated information about your company and the activities you provide. This includes opening and closing language, answers to frequently asked questions, and any special instructions. Keep in mind that you must communicate any changes to your offerings or company details (like a change of address or cancelled events) to the call center. Read this example script to familiarize with what the call center will need.

What is the cost of the call center?

It’s completely free!

What are the hours of operation?

24/7

Where are they located?

Philippines. All reps are screened and hired by FareHarbor, meaning they all speak English and have been trained on FareHarbor. We have been working with them for over a year now and have seen great customer satisfaction. Unlike many call centers, SOPHI reps are very personable and spend time on the phone with the client instead of rushing them during a call.

What permissions do the reps have to my Dashboard?

They cannot log in to your Dashboard. They are strictly taking online bookings and answering FAQs. The call center cannot rebook customers, resend emails, or cancel any bookings.

How do I track my call center bookings?

The call center will be added as an affiliate to your Dashboard so we can easily report and track how many bookings are coming from the call center.

How do they answer the phone? Is it a recording or an actual person?

It’s actually up to you. We can either set up a phone tree (recording) or have a person answer the phone directly. You can specify any language you’d like them to use with your script.

What if a question is too difficult for them to answer?

We will provide the call center with an office line where they can forward the customer on the phone. This way, you can ensure that every customer has their question answered.

How long does it take to get set up?

The process can take up to 2 weeks.

What do I need to provide to FareHarbor in order to get this started?

To get set up with SOPHI, you can either fill out a New Number Request Form or a port-request form and a script (including a list of FAQs). It is also helpful to provide the call center with an expected Call Volume by time of day, week, month, and any seasonality.

• Contacts: Linnabelle with Nikki Lynn Nellas, Rouela Encipido, and Gia
• Lead in Close: FareHarbor Call Center – Sophi
• Necessary forms: Client signatures are required for the appropriate form (see below). SOPHI also needs a script and phone tree (if requested) from the account.
• Scripts: Access scripts in Google Drive. Scripts are all set up by FareHarbor and by the client. The script must be sent to SOPHI.
• Pricing: Same as online! The company signing up does not have to pay anything extra. FareHarbor still collects the 6%

Step 1: When you’re on the phone with the client, figure out whether they need a brand new phone number (local or toll free), or whether we are going to port an existing phone number.

New Number Request Form

Toll Free Port Request Form

Local Number Port Request Form

They will also need a copy of the most recent 30 day phone bill for that number for any porting requests.

PLEASE NOTE: Be sure to explain what porting truly entails to your client. When porting a number, the client is transferring ownership of the number from their current service provider to the provider used by SOPHI. Retrieving the number back from SOPHI requires another service provider transfer. The request to transfer from SOPHI’S provider must come from the new or previous provider that the client wants to use. This process take 2+ weeks and the phone # may not work during this time.

Step 2: Add the Call Center as an affiliate in the client’s Dashboard so we can track call center bookings within FareHarbor.

1. Go to the Settings section of the Dashboard
2. Select Affiliates from the sidebar

3. Click Add Affiliate

   1. In the first field (Choose an affiliate) search and select the option FareHarbor Call Center – fhcallcenter
   2. Under Total price sheet, choose the Online option
   3. Leave Invoice price sheet and Cancellation policy blank
   4. Under Permissions, choose Affiliate – cannot see prices

4. Leave everything else alone and click the Add Affiliate button

Step 3: Create a booking link for the call center to use when booking for the client.

1. Go to the Settings section of the Dashboard
2. Select Book Buttons and Embeds from the sidebar
3. Create the code by following this video
4. Test out your code in an incognito window

Step 4: Email all information to Linnabelle with Nikki Lynn Nellas, Rouela Encipido, and Gia in copy.

1. Title the email: “New Call Center Account: [COMPANY NAME]”
2. In the email, attach the New number request form
3. Copy and paste the booking link you created in the previous step
4. If you have FAQs, copy and paste the Google Doc into the email
5. Include the best office phone number in the email in case they need to forward customers to it
6. Go ahead and send away!

Step 5: Rouela Encipido sends you the new phone number; call center is ready to take reservations.

Once you receive the phone number from Rouela, send it over to the account letting them know everything is taken care of.

If you ever want to test out the process, feel free to call the number pretending to be a customer.

Step 6: Update custom field “AM – Call Center” in Close to “Sophi – Active”

The call center records all calls (both the audio and marking down the purpose of the call). This may be helpful data to collect for potential improvements to the script or even the clients website, as it could mean information is too hard to find.