73 Ocean Street, New South Wales 2000, SYDNEY

Contact Person: Callum S Ansell
P: (02) 8252 5319


22 Guild Street, NW8 2UP,

Contact Person: Matilda O Dunn
P: 070 8652 7276


Genslerstraße 9, Berlin Schöneberg 10829, BERLIN

Contact Person: Thorsten S Kohl
P: 030 62 91 92

Email Response

Expertise and commitment behind every email.

Email is an excellent way to reinforce your brand with your customers. It is not only cost-effective but versatile as well!

We don’t underestimate any of the communication channels your customer chooses. We have the same communication commitment via email than we do in phone calls or chats. We always speak your brand and reflect your account personality.


Each email conveys your brand culture and exceeds performance standards for email support.


Our email support has the whole package: customer care, requests, technical support, price quotes, order fulfillment, and pre-/post-sale customer service. We do not limit ourselves to only responding emails with more emails. If we believe a phone call is a better way to solve a given problem, that’s what we do. And the other way around! This is flexibility in its purest state. We train our agents on email systems and procedures and use quality assurance checks and coaching, so we make sure we meet your expectations.


We can handle massive email volumes thanks to our brand specialists, assignments reschedule and our capacity to route emails to the brand specialist best qualified in terms of expertise on products, client policies, order status and others. We are resilient to whatever system or email platforms works best for your business. We can develop and deliver reports on a daily basis encompassing the statistics of you specify.

You are 3 steps from success!

Start by determining your call volume: knowing your call volume will be the first step in helping your call center determine if the shared option is best for your situation. To start, pull reports of historical call data. To prepare yourself, the key questions will be: On average how many inbound calls are you receiving per month? What are the call arrival patterns? What part of the day or week generates the most volume? Are there any spikes due to seasonality, new product introductions or promotions?

Next you will need to determine your call type.

Determine your call type: How many hours will be required to adequately train the agents to understand your brand, be knowledgeable about your products and be able to take an order and navigate your website? As a rule, if your calls are less complex such as taking orders and entering them into your website, then shared Brand Specialists will be the best option. The shared model is often the right choice for companies with smaller call volumes, simpler calls and tighter budgets. For companies with higher call volumes and more complex calls, a dedicated team of Brand Specialists offers a wide range of benefits, including a branded, personalized customer experience. Explain your needs to any prospective call center, and they’ll be able to give you good advice on which model is the better choice for you.

Let’s Talk. Contact us today for more information on how Masterlink Group can be your Shared-Agent Call Center Solution.