Emenac Call Center Services

Round-the-clock answering for businesses that cannot staff a phone desk

Emenac Call Center Services runs an outsourced contact center from Edmonton, Alberta, and describes its work as connecting businesses with their customers at every hour of the day and year. Its own material says it has served businesses for more than ten years, from small local firms to companies that later grew into international operators, and that it hand-picks its agents and trains them for the industry and the task they are given.

Voice services

The voice side covers live phone answering, after-hours support and virtual receptionists. The company says its receptionists greet callers on a client's behalf so that each caller gets a personal reception, and that its after-hours service lets customers reach a person even when the client's own office is closed. Virtual assistants take on routine administrative work so that a client's workload is shared out and finished within an agreed time frame.

Written and online channels

Beyond the phone, the company handles email support, live chat and social media support. It says email queries are answered quickly, that chat covers visitors to a client's website whenever they arrive, and that its social media agents reply to customer messages, announce new additions and try to limit negative comments. Chatbot integration sits alongside human chat agents in its description of the service. Order taking is offered for sales operations, with agents who also suggest cross-sells and up-sells, and a data entry service looks after an online shop's back end, such as adding products, descriptions, images and tags.

The case it makes for outsourcing

The firm argues that a single number and an omni-channel desk let a business deal with orders, faults, suggestions and delivery questions without building its own call center. It says clients avoid the cost of an in-house set-up and can concentrate on their core work. It quotes its own performance targets, among them a 37 percent rise in sales conversion, an 85 percent quality score and a 77 percent cut in waiting time, together with full operational transparency, and these are the company's claims rather than independently checked results.

Flexibility in how services are bought

The company says services can be tailored to each requirement and that clients can use only what they need instead of hiring full-time staff. Its stated working values are being empathetic, efficient and accurate, and its sales material calls its service the most trusted contact center option in the United States. A free consultation is its usual starting point for new clients.

Emenac Call Center Services is a contact centre provider with an office in Edmonton, Alberta, Canada. It supplies trained agents who answer calls, messages and emails for other businesses, and states that its service runs around the clock. The firm reports more than a decade in operation.

What Emenac Call Center Services offers

• Answering services: live call answering, including after-hours support.
• Virtual assistants: remote assistants for administrative tasks.
• Virtual receptionists: professional front-desk call handling.
• Email and live chat support: replies to customer queries in writing.
• Social media support: handling customer messages on social channels.
• Order taking and data entry: non-voice back-office tasks.

Who it serves

Businesses of various types that want to keep customers supported without staffing their own call centre.

Key facts

• Based in: Edmonton, Alberta, Canada
• Experience: over ten years, as stated by the company
• Availability: support offered day and night