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SoftwareProjects Customer Success Agreement

Last update: February 6, 2007

This SoftwareProjects Inc. Customer Success Agreement ("CS Agreement") is entered into by, as applicable, the customer signing this CS agreement or any document that references this CS agreement or that accepts these Terms electronically ("Customer") and SoftwareProjects Inc. ("SoftwareProjects"). This agreement is referred to as the "CS Agreement." and is an addendum to SoftwareProjects Master Terms & Conditions Agreement. SoftwareProjects and Customer hereby agree and acknowledge:

  1. Description of "Customer Success" service

      SoftwareProjects "Customer Success" service is an integrated Call-center, Help-desk, Appointment-setting and Order-taking solution all built into one. As part of this solution, SoftwareProjects will setup a team of dedicated agents specifically trained on your business, to handle phone calls, emails and optionally live chat. SoftwareProjects agents will integrate with any underlying systems and procedures as required to deliver a seamless experience to callers, projecting the impression that callers are communicating with your company directly. SoftwareProjects records all phone calls and email messages exchanged with customers, utilizing an independent division to rate every single customer interaction on a scale of 1 to 5. Agents with higher ratings are assigned the majority of the calls, while agents with poor ratings are terminated. Customer will have real time access to all recordings and email messages. As part of the setup process, SoftwareProjects will identify your metrics for success (i.e. "number of appointments scheduled" or "customer satisfaction survey rating") and design an incentive plan for agents based on their ability to meet these metrics, thus better aligning Customer and SoftwareProjects interests together.

  2. Account Manager.

      SoftwareProjects will assign a dedicated Account Manager to work with Customer. The account manager will be the direct point of contact for all customer service issues, policies, procedures, team schedule, follow-ups etc. SoftwareProjects may, at its sole discretion or upon receiving a request from the Customer, decide to change the account manager working under a designated account.

  3. Toll-Free number.

      3.1 Setup
      Service includes a unique U.S./Canada-wide toll-free number (including all reservation, usage, and long distance fees) - FREE of charge. Customer may choose to forward an existing line to the toll-free number provided during needed hours, advertise the toll-free number provided by SoftwareProjects , or transfer hosting responsibility of an existing toll-free number to SoftwareProjects through Resp-Org. Customer maintains all ownership rights to the toll-free number.

      3.2 Greeting and PBX menu
      Calls coming into the call center for Customer can be optionally answered first by a recorded greeting. This recorded greeting presents a menu of options or a promotional message (as defined by Customer) that prompts the caller before speaking with a live agent. SoftwareProjects can assist customer in the script development of the recorded greeting and offer useful suggestions to help expedite incoming calls. For example, you may want to use a recorded greeting front to: * Invite your callers to visit your website to place an order. * Prompt your caller to Press One for Subscription information or Press Two to setup an appointment etc.

  4. Inbound.

      4.1 Frequently Asked Questions
      SoftwareProjects agents will answer common phone call/email inquiries using a scripted "top ten" frequently asked questions interface, created by SoftwareProjects based on your guidance during the setup process. These FAQs provide agents with answers to common product questions. All FAQs are hyperlinked on the agent interface for quick retrieval of answers by SoftwareProjects agents. Any question agents are unable to answer using the provided FAQs will be escalated to a higher-level agent and if still cannot be resolved, agents will advise the caller they have to check with their supervisor, contact you for assistance and then follow-up with the caller proactively. At no point will the caller be placed on hold for a period longer than 10 seconds.

      4.2 Multiple channels
      Service includes FREE installation and setup of a web based customer & help desk manager system that helps agents keep track of all interaction with any customer, for seamless continuation of call flow. This way if customer Betty for example, calls in and speaks with agent A about a certain issue, then calls back again a few days later and agent B picks up - agent B will have access to all prior communications with Betty, including call log, recordings, comments and order history. A demo of this system is available here.

      4.3 Appointment Setting
      Service includes FREE installation and setup of a web based appointment setting system that helps agents schedule appointments for your in-house professionals, based on availability, skill level and any other predefined parameters . SoftwareProjects will train your staff on how to use the scheduling system and optionally send a daily email schedule to every one of your service professionals, so that they can plan their day effectively without having to login to any system.

      4.4 Third-party systems integration
      Service includes FREE integration with any third-party systems and/or procedures, required to enable agents to effectively do their job. SoftwareProjects will train agents on how to utilize these third party systems as part of the setup process.

      4.5 Availability
      Run your business around the clock. SoftwareProjects will assign a sufficient number of agents dedicated to your account, delivering 24x7x365 availability. Customers will be able to call at any given hour of the day or night and get the same level of excellent service. Although agents are available around the clock to take your calls, you only pay for actual usage.

  5. Outbound

      5.1 Predictive Dialer
      SoftwareProjects utilizes a state-of-the-art predictive dialer by Five9, dialing batches of phone numbers at the same time, routing live pick-ups to available agents and maximizing the number of calls each agent can handle.

      5.2 It's all about results
      Whether calling to setup an appointment or gather information from a prospect, SoftwareProjects agents are incentivized based on their ability to meet your goals.

      5.3 Lead Development
      As a full-service Internet Marketing firm having a strong relationship with InfoUSA, SoftwareProjects can optionally assist you with acquiring new leads for your outbound campaign. Please contact your account manager for more information about this added service.

      5.4 Appointment Setting
      Service includes FREE installation and setup of a web based appointment setting system that helps agents schedule appointments for your in-house professionals, based on availability, skill level and any other predefined parameters. SoftwareProjects will call to setup the appointment, remind the customer about the appointment and optionally call after the appointment to conduct a brief customer satisfaction survey.

      5.5 Third-party systems integration
      Service includes FREE integration with any third-party systems and/or procedures, required to enable agents to effectively do their job. SoftwareProjects will train agents on how to utilize these third party systems as part of the setup process.

  6. Setup.

    As part of the setup process, SoftwareProjects will handle:

      * Toll-free phone setup & Greeting
      * Frequently Asked Questions development
      * Phone script development
      * Customer Manager & Help desk system setup and installation
      * Provisioning of 3 concurrent lines.
      * Appointment calendar setup
      * (Optional) Third-party system integration
      * 1 hour of website maintenance (if we need to make changes to your site).
      * (Optional) One-page business website with contact information.
      * Business orientation video about your business (for agents)
      * Agent training, Mockup calls, Role playing, Stress testing
      * Presentation & Approval from Customer that all systems are go
      * Deployment

    The setup process typically takes two weeks to complete but can take less depending on the level of cooperation from Customer. Setup fee is $950.00 one-time and it covers all of the above.

  7. Compensation.

      SoftwareProjects "Customer Success" service is priced on a per minute basis. All calls, emails and chat requests will be priced at $1.18 per minute.

  8. Workflow

      8.1 Ratings
      Upon responding to a customer inquiry, our internal quality control team will rate how well the agent handled the call or email message. We can optionally send an email to each customer requesting them to rate how well we did. Agents with higher ratings handle the majority of the calls.

      8.2 SLA
      SoftwareProjects goal is to respond to all phone calls before the 3rd ring and respond to all emails within 6 hours.

      8.3 Reporting
      Information about number of inquiries resolved, average time-to-resolve and customer ratings is available 24x7 from our web based management console. The system generates a daily report every day by midnight EST. The report includes total ticket resolved, average ratings (with a link to view individual ratings per each ticket), average time to resolution, calculated cost of service and other key performance metrics.

      8.4 Communication
      Communication is key. Your dedicated account manager will be available via IM, Email and Phone during business hours. In case of an emergency, you can reach your dedicated account manager by calling our main 24x7 toll-free number 1-800-218-1525 and requesting routing to your dedicated account manager's home or cell phone.

  9. Misc

      Please refer to Master Terms & Conditions Agreement for description of payment terms, termination, liability and indemnification.




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