Overpass – Reinventing The Way You Connect With Customers

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Below is our recent interview with Lavie Popack, CEO at Overpass:

Q: Could you provide our readers with a brief introduction to Overpass?

A: Overpass is an online tool that lets you find, hire and manage your own remote phone team. We’ve built a platform where you can hire phone agents from all over the world and then instantly put them to work on our comprehensive call center software. Our goal with Overpass is to eliminate the obstacles that businesses face when outsourcing to traditional call centers or attempting to build in-house call teams. Our aim is to reinvent the way businesses connect with their customers by giving them an affordable all-in-one solution to remotely launch, operate, and manage outbound communication and sales campaigns.

Q: You’ve recently announced beta launch to the New York area; could you tell us something more?

A: Since the roots of Overpass lies in Crown Heights, we wanted to focus our launch to the Brooklyn and greater New York area. Our CEO Lavie Popack, a serial entrepreneur, owning and operating different businesses, was exposed early on in his career to many of the hardships that small businesses endure when trying to get their sales department off the ground. When he founded Overpass, he envisioned a customer communications marketplace for small businesses who were seeking an easier and cheaper way to launch call center campaigns on the fly. After years of research and development, we are all really excited about this launch.

The reality is that the barriers are traditionally too high for small businesses to get campaigns off the ground, requiring heavy investments in both infrastructure and personnel. Overpass is making enterprise level technology affordable and simple to implement for small companies. We provide an extraordinarily cost-effective solution, with no commitment, and little investment. In tandem, we have reached a point in our economy where a vast number of workers in today’s workforce are readily seeking remote opportunities. More and more skilled workers are opting to make professional changes to telecommuting work environments.The Overpass marketplace embraces this economic shift and creates a happy medium for remote workers and our client base. The marketplace opens up opportunities for those who are seeking to work from home and still earn a respectable income. Simultaneously, Business owners can now fully run their campaigns by hiring these remote workers.

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Q: Can you give us insights into your features?

A: The two most important aspects of a successful calling campaign are the talent and the technology. Without both, you cannot effectively run a campaign. Our platform is unique in providing both qualified phone talent and enterprise level calling software. The Overpass marketplace connects our clients with quality remote talent from all over the world. Businesses are given the ability to hire local or international remote workers for any amount of time, with any budget, and no long-term commitment. Since we take care of the onboarding, vetting, and training, businesses do not have to put up the high costs of resources and infrastructure that comes with hiring a new employee. Once a company submits their hiring preferences, we deliver a list of the most qualified talent, tailored specifically to the company. From there, the company can easily set up an interview and hire candidates for their campaign.

Once a company has created their profile and hired their agents, they can get their campaign up and running within minutes; just upload leads, write a script and start calling. Our call center software is equipped with an automated call queue, call monitoring, scheduling, and a CRM. With the monitoring feature, the campaign owner has the ability to review all of the contractors’ productivity, including the calls made, the time logged onto the system, and call outcomes. The campaign owner is even able to listen to the recorded calls. A big benefit is that businesses do not pay to use the software. Businesses only pay for minutes of talk-time, and the hourly rate of their freelance contractors. To learn more about our platform and launch your first campaign you can visit here.

Q: What are the benefits of a virtual call center?

A: When dealing with traditional call centers, issues arise with regulating activity, accountability, and transparency. With call center companies there is an extra layer of management; they hire their own employees to make calls on their clients’ behalf. This structure does not provide oversight, and thus monitoring the activities of workers is nearly impossible. Workers can contact clients too many times, not follow correct scripts, and represent your business in ways that are inconsistent with the brand. Essentially, there is no real way to guarantee that these issues are being amended. When attempting to build your own in-house calling teams, the company incurs high costs of overhead, infrastructure, and management. Oftentimes, smaller companies just simply do not have the resources to execute on these operations.

The virtual call center model is designed to eliminate the difficulties that arise with outsourcing to call centers companies and developing an in-house operation. The virtual call center model distinctly enables companies to hire remote workers who report directly to your company. It is essentially bringing cold calling into the digital age. With Overpass, business owners are given complete autonomy of what goes on in their campaigns. Businesses can launch, manage, and monitor their own virtual calling campaigns within minutes. Agents entirely work from home and still report directly to the employer. This allows the company to save on the high costs of overhead and infrastructure that comes with a traditional workspace while still able to keep track and monitor their agents’ activities. The company also has the flexibility to be as hands-on or hands-off as they want. With our virtual call center model, businesses are able to use our software and execute campaigns with peace of mind.

To read Overpass’ blog on the Three Hiring Models for an Outbound Sales campaign please visit here.

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Q: What are your plans moving forward?

A: We are very excited about the future of Overpass. We are making a stronger push to not only offering Overpass as an outbound sales solution but for a fully well rounded omnichannel platform. Our next step is integrating the inbound parts of our platform. This will enable us to service needs such as technical support, reception, and customer service. As we prepare to expand our operations we are very pleased with the overwhelming support we have received. Our existing clients are very excited about what we are doing and are looking forward to Overpass’ growth.