Our clients and yours have special needs and we have representatives specially trained to meet those needs. Language requirements other than english will be addressed on an individual basis. Select representatives can assist hearing-impaired and vision impaired customers as well. Other groups of representatives have specialized marketing and customer-service skills.

Each of our remote representatives is equipped with state-of-the-art technology including:

1. Multimedia computer desktops that gives the call center representatives access to a variety of tools, programs and information that maximize efficient customer handling.

2. Automated Web Based Call Distributors (ACD) employs switching technologies to route calls to the most appropriate representatives. Calls are routed based on skills needed, longest wait or other requirements important to your customers. If the call can be handled more efficiently by an alternate representative, the ACDs can automatically flow the calls between representatives worldwide.

3. Computer Telephony Integration (CTI) populates customer information to the call center representative’s desktop prior to answering or developing the call. This technology provides accurate, timesaving and personalized customer handling.

4. Command Coaching records both the voice and data (screen) actions of our representatives for complete, objective call center monitoring and provides supervisors with the ability to analyze and improve call quality and representative efficiency.

5. Real time technical support ensures systems run smoothly.

 

It’s not just a job to us, it’s a mission!