Products/Services of Contact Center
Contact Services offers an array of contact center solutions designed to maintain retention of our clients customer base
as well as assist in enhancing the overall customer service experience. Our well tenured Management team is committed
to provided extensive hands on project oversight and operational management. In addition, our support Management staff
can provide you with customized back office processes and sophisticated/complex reporting structures, bi lingual training,
bilingual Quality Assurance monitoring and storage. We offer a full array of inbound and outbound contact center services,
including traditional live multi lingual agent inbound telemarketing support, outbound business to business, and market research programs.
Contact Services knows what it takes for a successful live call campaign! We know it is about four things working in unison. Agents, Systems, Data, and competent Management.
Agents
Contact Services puts a premium on good people! We understand that our people are the face to your product or campaign.
Contact Services ensures that each Agent comes to the table with certain predefined skills. Communication, Reading,
Keyboard skills being just a few that are a must. Once hired, our Agents must work in a Training focused “Bay” where key
areas are monitored. Once, completed they enter the actual production floor.
Our Floor Supervisors monitor performance with three key areas of focus:
Systems
Contact Services currently utilizes state of the art, name brand technology. Our LAN Network utilizes new Servers, routers, and
switches that boast name brands such as Dell, Microsoft, Cisco and Nortel! Second only to our Agents, the systems used are under
continual scrutiny and constant evaluation.
All systems are in a locked and secure Server Room with Climate controls in place.
Data/Reporting
Contact Services is very metric focused, and as part of the implementation process will work with each client to define their precise
services delivery metrics and associated reporting for each unique service being provided. Within each metric, goals will be established
and customized daily, weekly and monthly. Reporting tied to these metrics will be developed and provided to the client.
Management
Our Management Team has decades of experience working on some of the most complex projects in the industry. Having Managed and or serviced
clients such as MCI, AT&T, BankOne, Wells Fargo, our team has seen it all. No matter the size of your project, we can bring it in-house
and have it implemented seamlessly. With key members having extensive experience with Data, Forecasting of inbound projects, and Performance
Management, we can address any project need with the appropriate discipline and experience.
Products Offered
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