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FOR IMMEDIATE RELEASE:
24-7 INtouch Proprietary Software MERLIN Increases Process
Efficiency
TORONTO, Ontario. February 4th, 2008 – 24-7 INtouch, a leading
multi-channel contact center outsourcer, have successfully developed and
implemented the MERLIN Agent Interface™, a proprietary software
application that enhances service quality and efficiency. It provides
call center agents with consistency in accessing desired information
across the entire database of accounts. Since MERLIN’s implementation in
July 2007, agents have performed more effectively in handling and
resolving customer calls.
The user friendly system is applicable to all 24-7 INtouch SMB client
accounts, allowing for the identical organization and display of data on
the agent interface. These redundancies improve the process of agents
handling calls, allowing them to quickly resolve and reduce escalations.
Improving and further stabilizing processes cater to the service levels
customers expect, and coincide with meeting the standards of the call
center industry.
“Initially, we were looking for an out of the box solution that was
compatible to our processes, but were unable to find one. Instead, we
developed our own that is fully customized to our industry and business
needs,” says Jeff Fettes, Executive Vice-President and CIO of 24-7
INtouch. “MERLIN supports the role of our agents, maximizing their
performance and our service capabilities.”
“As our company grows, it is important for us to maintain a consistent
level of quality service to all of our clients” says Greg Fettes,
President and CEO of 24-7 INtouch. “The integration of MERLIN in our
call handling process is fundamental in ensuring service levels meet
industry standards, providing our agents with the tools to effectively
serve our clients and their customers.”
24-7 INtouch continues to strive for consistent excellence and growth.
The MERLIN Agent Interface™ increases process efficiencies and
simplifies the training process for agents ramping up. This offers
Enterprise level service advantages, provided at a per minute cost,
permitting access to advanced technology to all clients.
About 24-7 INtouch
24-7 INtouch (www.24-7intouch.com) is a multi-channel contact center
outsourcing company that provides practical and affordable customer
relationship management solutions across various industries. Using the
most advanced technology in the industry and Certified Sales and
Customer Service Representatives, 24-7 INtouch is dedicated to helping
clients increase their sales and strengthen their customer service.
Currently, the company’s primary products are the outsourcing of inbound
call center services and live online customer support solutions such as
Live Web Chat.
---------------------------------------------------------------------------Contact
Information
Jay Urbiztondo
Marketing & Communications
1.800.530.1121
www.24-7intouch.com |
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