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Enterprise:
Technology
> Features
TECHNOLOGY FEATURES
We provide you access to leading edge technology that will maximize on
efficiency and quality. Our call center technology features include the
following:
Automatic Call Distribution (ACD) – As part of our Computer
Telephony Integration (CTI) system, the ACD distributes incoming calls
to the right group of agents that are trained on your account. Routing
rules are set by our IT department, as the ACD recognizes your account
based on your unique toll free number.
Skills Based Routing – Our agents are separated according to
their skill set, language, and channel (phone, chat or email), which we
refer to as a ‘queue’. Our advanced skills based routing system ensures
each one of your customers is handled by an agent with the right skill
set for your account.
Knowledge Based Routing – With Knowledge Based Routing, clients
can establish preset options for their callers. Your callers will be
prompted to select the service option they require when they phone into
your customer service line, resulting in quicker call resolution and
reduced support costs.
Call Recording – Every customer call is recorded for our clients’
reference and can be accessed online or by email. We also use digital
recordings for quality assurance and training purposes.
Real-time Online Reporting – We offer a comprehensive online
reporting solution, delivering up-to-the-second insight into your calls.
You will be able to access critical customer data off a secure website,
at any hour of the day. You will also be provided with monthly call
activity and statistics, and animated charts and graphs for easy trend
analysis.
To learn more about our Technology features contact us at
1.800.530.1121.
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