Call center services with ACD and IVR capabilities.
- Inbound and outbound call support with Automatic Call Distribution and Interactive Voice Response.
- Predictive dialing.
- "Hot Transfer"
- CRM based system lets us capture and report call responses or issues.
- One click email response. Our system lets us quickly send a follow up email to a caller.
By employing an automatic call distribution and interactive voice response system, as well as scripted and knowledge-based responses, our call centers are able to ensure every call is answered promptly and completed to meet stated service level agreements (SLAs). We also provide in-depth reporting and track individual customer responses using our integrated CRM system capabilities. Our management team constantly reviews and analyzes conversations to make sure our staff members conduct calls in a professional manner, addressing additional training needs and new issues before they become a problem.
We support all initiatives for Do Not Call registries and adhere to all state and federal Government regulations. We can call in either a manual or predictive environment and our history has taught us the most appropriate tool to use and when.
We are capable of interfacing with IVR, music on hold, message on hold, voice mail, DNIS and ANI identification. Our systems are capable of skills based routing to ensure prompt and accurate client satisfaction. We also support "Hot Transfer" capabilities that allow us to immediately forward a customer call to your in-house staff for advanced customer service issues.