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Enterprise:
Service Features >
Account Management
ACCOUNT MANAGEMENT
Building and maintaining strong relationships allow our clients to focus
on their business. 24-7 INtouch values and builds relationships around
your goals, to ensure you maximize on your overall business initiatives
and achieve strategic benefits. 24-7 INtouch maintains high quality
service levels, utilizing various procedures and routines that are
aligned with your standards.
24-7 INtouch assembles a strong foundation for your account, routinely
measuring and reporting on operations to always illustrate your quality
performance levels. Any issues and concerns will be attended to in a
timely manner, through an available representative you can rely on for
assistance throughout your relationship.
Assigned Account Manager
You will have a dedicated 24-7 INtouch Account Manager as your single
point of contact during operational hours. They are responsible for the
performance of your program, providing leadership to team leaders and
call center agents to ensure goals, performance objectives and standards
are met and accurately communicated to everyone involved. Any inquiries
can be directed to your account manager, as they are responsible for
providing information and resolving customer needs according to expectations.
At their aid is the use of computerized systems for tracking,
researching information, and troubleshooting, to enhance quality and
efficiency. Team managers also handle non-routine situations that may
require adaptation of response or extensive research to resolve.
Quality Assurance Meetings
Prior to and during the launch of your service, the Account Manager will
hold daily calibration and account status meetings, which deals with all
issues relating to the operations of the account. Call projections,
account changes, and account issues are discussed in this meeting, which
will include your project related mangers and IT representatives
involved with the setup, along with the 24-7 INtouch Team Manager and
other representatives.
24-7 INtouch and the client will both perform quality checks. Differing
opinions will be discussed and quality assurance standards will be
calibrated, ensuring both share the same views and expectations on
quality. Meetings will be less periodic as comfort levels with the
program increase.
Account Managers will on a daily basis review all reports, including
service levels and quality assurance; reporting any issues with a
root-cause analysis and action plan to correct the problem.
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