With offices in Michigan, Ohio, Tennessee, Florida and Washington, ACS has the staff and redundancy to support your programs in a secure and timely manner. Our service representatives can be cross trained in separate locations to handle peaks in volume or to provide business continuity protection in the event of an unforeseen disaster.
Starting with our call center, we employ a rock-solid Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) system with the management systems and reporting you need to ensure calls are answered promptly and to any stated Service Level Agreements (SLA’s). We include integrated CRM capabilities to track individual customer responses. Our management team constantly reviews and analyses conversations to make sure our staff is dealing with all calls in a professional manner and to address additional training or new issues before they become a problem.
We also provide direct mailing services including complete copy and design, fully interactive email campaigns as well as “click to chat” support. We can even provide basic, service-level web sites and PURL (Personal URL) marketing campaigns.
- ACD and IVR – scripted and knowledge base responses
- Inbound and outbound call support
- Predictive dialing
- Direct Mail/Direct Marketing
- Email Campaigns – inbound and outbound
- Online Chat (Click to chat).
- Service Department Web Sites
- PURLs (Personal URLs) campaigns
- Bilingual capabilities
- Skills based routing - ensures the proper CSR responds to a customer's request
Click here for more information on our contact center technologies.