Customers demand fast, professional customer service that completely resolves their problem on the first call. Our commitment to elevating the customer experience translates to highly satisfied customers that associate great service with your brand. We utilize state of the art workforce optimization technology to ensure that our staffing model matches your needs and a knowledgeable agent is available when your customers need us. Our proven processes for recruiting, education and coaching yields agents that delight your customers.
Customer Service programs are offered with a variety of staffing models including dedicated agents, shared agents and hybrid programs that utilize both dedicated and shared staffing. We offer steady state staffing solutions as well as solutions designed to support spikes in demand such as during peak purchase seasons, enrollment periods, or even to augment your current staff for after-hours and holidays.
We provide Customer Service programs by phone, email, chat, social media,and IVR – 24/7/365 in English and Spanish. Programs can run exclusively on our platform, on your platform or a customized combination. In all cases, our agents can access third party systems through seamless API integration to allow us to provide comprehensive information to your customers and collect critical information directly in your CRM platform. Our high availability redundant platforms ensure that we are here to service your customers day or night.
We focus on continuous improvement by holding our team accountable to a variety of service levels and key performance indicators that ensure customer satisfaction and superior results.