Contact Center & Customer Experience Services
Achieve new levels of customer service as cost-effectively as possible with our call center services. This includes interacting with your customers via phone, email, fax, chat, and social media.
By providing inbound skill-based routing, your
customers will be matched to the appropriately skilled agent for their
needs. Our call center services also include predictive and power dialing, blended universal servicing and interactive voice response (IVR).
Call Center Clients
Our call center clients include:
- Credit Card, Airlines & Microfinancing Companies: we manage the entire application process, which includes capturing the application, trailing documents and correspondence; we also manage this process with the same workflow automation software that we implement for our clients
- Retailers: we handle all applications and correspondence for loyalty cards
Knowledge Transfer & Training Approach
Our overall goal is to replicate and
elevate your customer outcomes. We utilize two dedicated trainers and all material is jointly
developed with our clients. We also conduct "side-by-side" training with seasoned agents.
Quality Assurance Program
We monitor all agents on
a regular basis, including daily for new hires. We provide real-time feedback and coaching with our agents in a manner that is collaborative with our clients and measure subsequent improvement and proactively correct any issues.
Measured Performance Metrics
We monitor the following performance metrics and key performance indicators (KPIs):
- Average handle time (AHT)
- Abandon rate (AR)
- First call resolution (FCR)
- Average speed of answer (ASA)
Contact us to learn more about our Customer Experience & Call Center Services