FAQ for companies

Aren’t you a company?

FAQ for e-agents

General Information

How does signing up as an organisation work?

Very easy. It is possible to sign up within a few clicks. On this organisation page you will find a form with which you are able to register directly and without obligation. Create your own profile and fill in relevant details including company details, contact details, etc. There is also the opportunity to add a prepaid credit to your profile in order to be ready to enable macs as your calling service.

Why should I choose macs?

Macs is an innovative platform where supply and demand come together. E-agents are able to work where, when and how they prefer and companies can rely on providing the best service possible.

What are the advantages of working with macs?

When collaborating with macs, you immediately benefit from a next level customer service solution. Macs is cloud-based and ensures that your customer contact will be handled by a highly skilled e-agent. By means of carefully designed e-learnings, e-agents from all over the world are available to be trained on specific topics and incoming phone calls. Since macs is cloud based, it is possible to have insight into your customer service anytime, anywhere through an easy system. Using the macs app, you will see at a glance which service levels are being achieved, who is calling and who is answering the phone calls on behalf of your company.

How quickly can I use the services?

As an entrepreneur you will be online in no time (or: in an instant). You are able to sign up easily. We will contact you within a few hours to provide you with access to my macs. Together with our call specialists we create a (basic) script, in order to ensure that your customer service is handled quickly. Based on the difficulty of your script, e-agents will be assigned to answer your incoming phone calls.

How does the system and app work?

Are you joining macs? In that case, you automatically use Salesforce. Salesforce is an advanced system in which everything is possible. The advantages are infinite. Salesforce is a Customer Relationship Management (CRM) solution that brings companies and customers together. It is one integrated CRM platform that gives your customer service a single, shared view of every customer.

In addition to a customer community, the app, in your own look and feel, will always keep you up to date on your customer service. In my macs you can monitor which phone calls are being received, which numbers you expect and have already received. Furthermore, you have direct insight into the service from the e-agents all over the world.

Is the service available in multiple languages?

Due to the fact that macs is an internationally operating organisation, the primary language is English. However, macs will be available in two languages, English and Dutch. Curious about the future plans and rollout of macs around the world? Feel free to contact us.

Training e-agents

Who is going to answer my phone calls?

In the macs community you will find a large range of skilled e-agents. Located all over the world, e-agents are able to answer phone calls whenever and wherever it suits them. Naturally, the e-agents are selected through a strict selection process (during which they are screened, have to read a script in order to assess the voice and finally, a telephone interview is conducted to ask additional questions), after which they are trained to answer phone calls according to the guidelines of the entrepreneur. If the e-agent wishes to develop him or herself further, this is possible by following specific and tailor-made e-learnings. Every e-learning ends with an exam that results in earning a badge. In this way, the e-agent proves that he or she is qualified to handle multiple and more difficult phone calls.

Do you have permanent employees who answer my phone calls?

We do not have fixed employees who answer standard lines for your company. However, our community does consist of several pools and e-agents with certain skills. As a result, there will always be validated when an e-agent may and/or may not answer a certain phone call.

How is an e-agent trained to answer my phone calls?

By means of extensive e-learnings, e-agents are able to further develop themselves. These e-learnings, called trails, are offered in the e-agents’ environment. The e-learnings are structured per company and per sector and are subdivided into various levels. By passing exams related to the e-learnings it is possible to progress to new levels. In this way, an e-agent will always be able to learn and grow in knowledge.

What do the training courses for e-agents look like?

The training courses are designed to familiarize agents with macs as well as the work of an e-agent. The courses are straightforward and pleasant to follow, even if agents have no experience with customer service. All courses end with a quiz to check if the agents have understood everything. Did an agent pass the quiz? Then they will receive a certificate, proving they really have mastered the subject!

How are the e-agents being trained regarding my business?

By means of extensive e-learnings, e-agents are able to further develop themselves. These e-learnings, called trails, are offered in the e-agents’ environment. The e-learnings are structured per company and per sector and are subdivided into various levels. By passing exams related to the e-learnings it is possible to progress to new levels. In this way, an e-agent will always be able to learn and grow in knowledge.

How is a certain service level guaranteed?

We promise you, as an entrepreneur, a high level in answering incoming phone calls. We are able to guarantee this because we maintain a strict selection of e-agents and, moreover, alert e-agents to good and consistent development of skills and knowledge. Is an e-agent developing skills and knowledge? Then it is possible to grow and answer various other phone calls from different companies in no time.

Scripting

Who will help me integrate the script into the system?

After registration, the subsequent process is completely flawless because our service experts will assist you. Together with you, a script will be composed. As an entrepreneur, you explicitly indicate what you expect to receive back and which scenarios may occur (and which may not). Once the script is live, you can always view, modify and save it again. If you need any help with this, our experts are ready to help you.

Is there a support team available that can help me with the further development of my script?

Yes, there is a group of service experts who have years of experience in the field of scripting. Together with you, the entrepreneur, they will create a successful script. You will be assisted in developing a basic script. With simple tips and tricks we guide you through the whole process. The final result: a script that is ready to work with for the e-agents who will work for you. If there are any modifications in the script, in your services ect., no problem. You can always rely on the experts of macs.

What does the scripting process look like?

The scripting process is something we can luckily assist with you a lot. The main thing for us to know is: What do people call your company phone for, and what do we do with their questions? Maybe you would like us to connect them through to someone directly in case of emergencies? Or the main reason we get the phone call is because you’re unavailable, so you only need an email specifying what they called for and who they are?

Most of this comes from your own experience, and we will be able to build into a working script for our e-agents.

Based on what information do you answer phone calls for my company?

We are able to answer the phone properly by writing a script. We create a ‘call script’ together with you, the entrepreneur. You will provide us with input and we will look at it from a slightly different perspective. In this way, we will form an unambiguous script together. We can start answering your phone right away!

How can I make modifications or additions to the script?

To make modifications or additions to the script, you can give us a call or an e-mail with what exactly you would like to change or add. This way we can build the option into the script or modify what we already had. It is a lot like building the script initially!

How can I contact you?

The macs experts can be reached via this page or the following email address: info@macs.co.

Pricing

How much does it cost to outsource my customer care service?

At macs we apply transparent and simple rates. This means you only pay for the minutes that were actually called (and thus have been connected). You will pay 2 euro cents per second. At macs, we do not offer any subscriptions or packages, but use a prepaid credit. You are in control and you decide how much and when to increase your prepaid credit.

What is the prepaid credit?

Macs works with a prepaid credit that you can upgrade yourself. This means that, as an entrepreneur, you can upload an amount within your own profile through a range of payment methods. You will pay 0.02 euro cents per second. At macs, we do not offer any subscriptions or packages, but use a prepaid credit. You are in control and you decide how much and when to increase your prepaid credit. Of course we will keep you continuously informed about the consumption and you will receive several emails and notifications during the macs journey. This way you will never be confronted with any surprises.

Where can I find or check the prepaid credit?

As an entrepreneur you will get direct access to my macs. Here, you will find real-time dashboards as well as your prepaid credit. It is also possible to immediately add credit and guarantee the continuity of your business.

Do I have to pay the e-agent myself?

No, there is no need for that. Macs operates as an intermediary, which means that we take care of the knowledge levels of e-agents, the payout, the invoicing and further administration. Pay as you go and we will take care of the rest. Everything for a flawless service experience.

Legal

Where can I find the Privacy Statement and Terms of Use?

Our Privacy Statement aims to explain in a simple and transparent way what personal data we gather about you and how we process it. Our Terms of Service Agreement is mainly used for legal purposes by companies which provide software or services, such as web browsers, e-commerce, web search engines, social media, and transport services. A legitimate Terms Of Service agreement is legally binding and may be subject to change.

Is my data secure?

At macs, Trust is our number one value. Therefore, keeping your data safe and private is our utmost concern. macs utilises some of the most advanced security technology available today. Our Privacy Statement explains how we handle your data and what you can expect from us.

Who can I contact if there has been a data breach?

If you suspect or have had a data breach within your company, we advise you to contact our Data Protection Officer at the following email address: info@macs.co. A data breach involves unauthorised or unintentional access to personal data. In addition, it also concerns the unwanted destruction, loss, alteration and provision of personal data. This may also cause damage to the persons concerned. Make sure you report to macs within 72 hours of the breach being discovered.

Is the system data breach proof?

A data breach occurs when sensitive or confidential information is accessed by a party that is not authorised to do so. At macs, we want to ensure that confidential information remains confidential. We have implemented some of the most advanced security technologies available today for all data that is processed. Therefore, we can ensure that every communication transaction is our highest priority to be handled and processed in a confidential environment.