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

Order Management

Cost-effectiveness and flexibility: this is our order management service.

We deliver a great service to your customers and accuracy to you— a win-win situation.

With Masterlink Group’s order management service, your customers will never guess they are not talking to your own staff. We plunge into your brand culture, stick to your scripts and adopt your brand personality, reinforcing your image in every single conversation.


Great service for your customers and accuracy for you.


Our web-based reporting gathers real-time data on subjects such as call volumes, service level, average talk time, daily sales and more. This data can be integrated into your existing reporting structure by us for you to take your strategies and tactics to the next level.


An important number of our clients uses our Order Management System (OMS) as their platform. For others, we adopt their own or another commercially available system. And for still others, we use web-based systems and place orders from their site. As you can see, we are highly pliant, and our group of experts adapts easily to any approach.


Your customers' personal and financial information security is a priority for us. In this regard, we are compliant with PCI security standards, this helps us guarantee reliable payment card transactions for your customers. Additionally, we keep control of access to our facilities, technology and network operations.


You can choose to have a dedicated or a shared group of agents depending on your account needs and characteristics. This will make order management cost-efficient, as well as customized. Naturally, your customers will still believe they are talking to your staff. You also have the choice to ask our agents to increase your average order value through upselling and cross-selling; they won’t let you down!

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.