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FAQ (Frequently Asked Questions)

Contact Center Solutions
Merchant Account Solutions

Contact Center Solutions

  1. What is your capacity?
    800 Call-KC is prepared to handle any size of campaign your organization may need. 800 Call-KC currently has 100 seats working around the clock. We also retain the services of an outside staffing solution for special events, whether it is a seasonal donation drive or a televised marketing campaign. Our Work Force Management solution enables us to predetermine when we will need to recruit members for our permanent staff or forecast the use of an interim work force.

  2. Where are your centers located?
    Our call centers are located in Kansas City, MO with our overflow set-up in Grandview, MO. Each of these facilities provide restricted door access as well as internal and external video cameras providing additional security for our employees and your data or product.

  3. What types of services do you provide with your call center?
    Our Customer Service Representatives will provide an exceptional phone experience for your customers in a seamless transaction, just as if you were answering the phones yourself. Our call services include but are not limited to:

    • New 800 phone services
    • Transfer an existing phone number
    • Forward after hour or overflow calls
    • Inbound/Outbound Calls
    • Live Call Transfer
    • Scrubbing No Call List
    • Script development

  4. What information is provided to the client?
    The information captured by 800 Call-KC during the call integrates with other 800 Call–KC systems to support your inventory control, fulfillment, and other database systems. An 800 Call-KC database then secures all the information captured by the Customer Service Representative, allowing the client to produce standard and customized reports to fit their business needs. This information can also be transmitted real-time or via ftp access.

  5. I already have an existing toll-free number, do I have to get a different number?
    No. Almost all toll-free numbers are transferable, so if you have an existing toll-free number that is essential to your organization and do not wish to relinquish the number, we can assist. Basically, you submit an agreement with 800 Call-KC which tells the carrier that we are now responsible for the line charges as long as we are contracted to do business together.

  6. I need a toll free number. Can you obtain one for my company?
    Yes. 800 Call-KC offers a great assortment of toll-free phone numbers. Our experienced staff will assist you in your selection of toll-free numbers to best suit your needs.

  7. Does your company handle after business hour calls or overflow calls?
    Yes, 800 Call-KC can handle both after hour calls as well as overflow calls. Our customer service representatives are available 24/7/365 to answer your organization's calls. Essentially, we will provide you with a toll-free number for your organization's forwarded calls. You control in real-time, when to forward the calls to 800 Call-KC.

  8. Who provides the script for the call?
    800 Call-KC will collaborate with your organization in creating a branded script. We understand how critically important a professional script is in selling your product or services. The proper script will maximize the customer service representative's effectiveness to communicate with your customers.

  9. Do you offer Interactive Voice Response (IVR)?
    Yes, 800 Call-KC's IVR system can be used in conjunction with any of our other services or by itself. The IVR can use either a computer-animated voice or have a Brand voice for marketing preference. The caller specific application allows the IVR to service multiple customers or projects on one platform, enabling 800 Call-KC the flexibility to produce reports automatically or upon request.

  10. What reports are available for visibility to the specific calls?
    800 Call-KC offers several levels of information reporting. Our online reporting system uses a Crystal Report format, allowing for informational downloading according to your specified parameters. In addition, we offer Web Portal Reporting which is dynamic and can be customized and pulled at any given time. Examples of Crystal Reports are; Sales Lead Database Reports, Call Volume Reports, Ad Campaign Analysis, Live Transfer Reports, and Raw Data Reports.

  11. How do you manage all of the data related to the call?
    Our Database Management System is a complex set of software programs that control the storage, organization, management and retrieval of data. Our Database Administrators offer customization for each database to ensure the data is logically stored, which allows for scalability of your organization's continued growth. All data and information captured during normal operation are held to the strictest of confidentiality. We do not sell or share your organizations collected data or information and consider such practice as a conflict of interest.

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Merchant Account Solutions

  1. What is a merchant account and why do I need one?
    A merchant account is an agreement between a retailer, a merchant bank and a payment processor for the settlement of credit card and/or debit card transactions. Whether your organization is a for profit or a non-profit venture, your organization probably needs the ability to accept credit card payments. To survive in today's marketplace, each organization should consider obtaining a merchant account, accepting all major credit cards.

  2. Can 800 Call-KC help my organization obtain a merchant account?
    Yes, 800 Call-KC can obtain a merchant account for your organization as well as handle the merchant account processing. We will provide assistance through the application process of obtaining a merchant account or an ACH account, using our banking relationships. As for processing, we can provide your organization with a web-based virtual terminal called Quick Charge, which will permit your organization to execute credit card transactions by phone, fax, web, mail order, etc. There is no need to lease or purchase a terminal or ‘Point of Sale' machine to authorize the credit card transaction. You simply enter the payment information on a screen on your computer to complete the credit card transaction.

    800 Call-KC can also process payments using Interactive Voice Response. This solution adapts well to fit your needs, whether you have low volume of manual entries or you wish to offer a toll free number for customers to input their payments on any touch-tone phone. The flexibility of the system allows for sales and authorization, credits and sales, and pre and post-refunds.

  3. What is an ACH transaction?
    Automated Clearing House, or ACH, is an electronic network for processing large volumes of credit and debit transactions in batches. An ACH transaction starts with the Receiver (check writer/bank account holder/etc) authorizing an Originator (person or company providing product or service) to issue ACH debit or credit to an account. Accounts are identified by the bank's Routing Number and the account number within that bank. ACH must have authorization prior to processing the transaction. Depending on the ACH transaction, the authorization can be in writing, verbal, or electronic from the Receiver.

  4. Can 800 Call-KC process ACH transactions?
    Yes, we have an electronic check solution that is as easy as accepting credit cards. We can provide your organization with a web based virtual terminal, Quick Charge, which will permit your organization to execute monetary transactions by phone, fax, mail order, etc. This service allows your organization to accept E-checks, E-commerce payments, Business-to-Business payments, direct deposits, or execute direct payments. In addition, you will have the option of real-time processing or the flexible batch mode.

  5. Can 800 Call-KC process batch payments?
    800 Call-KC has a streamlined process for organizations that need a payment solution for a large volume of credit card and/or check payments, where face-to-face contact is not required such as with mail orders and telephone orders. With this solution, organizations are able to submit multiple transactions in a single file to process credit card and electronic check transaction data. FTP batching is flexible and can be done from a mainframe or personal computer.

    FTP batching will assist your management's abilities to make sound business judgments based on the customer related data attached to the transaction files. Additionally, your organization will be able to meet your customer's expectations of timely billing and receipt of payments through same day authorization processing.

  6. What is meant by a payment gateway?
    A payment gateway is an e-commerce service that authorizes payments for e-businesses and online retailers. A gateway usually has 2 components; the virtual terminal that can allow for a merchant to securely login and key in credit card numbers or, have the website’s shopping cart connect to the gateway via an API to allow for real-time processing from the merchant’s website.

    800 Call-KC has collaborated with Global Payments to offer a gateway that ensures encrypted, fast and reliable electronic payment transactions. 800 Call-KC’s virtual terminal, Quick Charge, permits a merchant to securely login and key in credit card/check payment information. We also provide a connection for a website shopping cart to the gateway via the API for real-time processing from the merchant’s website.

  7. Is 800 Call-KC an ISO?
    No, 800 Call-KC has partnered with First National Bank of Omaha to market merchant accounts directly for Visa and Mastercard. An ISO, Independent Sales Organization, must be sponsored by a member bank. This sponsorship requires that the bank verify the financial stability and suitability of the company that will be marketing on its behalf. The ISO must also pay a fee to be registered with Visa and Mastercard and must comply with regulations in how they may market merchant solutions and use the copyrights of Visa and Mastercard.

  8. Does 800 Call-KC handle direct mail campaign payments?
    Yes, we offer a simplified collection and processing of direct mail campaigns. This is known as Caging. We have a number of services to manage the responses to the campaigns, as follows:

    • Provide lockbox services
    • Compile product orders
    • Process the payment
    • Electronic remote depositing funds received into the client organization’s bank account
    • Quality of Response reporting
    • Correcting recipient addresses
    • Handling returned mail

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816-231-4321 • 1-800-722-5554

1616 North Corrington Ave • Kansas City, Missouri 64120