Customer Care Managed Services

Customer service outsourcing is a way to free you from the time and expense required to run an effective customer care center and allows you to focus on your core competencies. Customer service is our business. We currently handle over 5 million calls a year and these numbers are growing.

We provide added value advantages to our clients, such as:

  • Experienced leadership team
  • Award-winning operation
  • Dedicated Account Representative
  • Low ratio of agent to supervisor
  • Management and Associate Performance Program
  • 24/7 response time and customized hours of operation
  • Bilingual services
  • Best-in-class-facilities
  • Customized campaigns and tailored training
  • Complete staffing solution (recruiting, hiring, training)
  • Business analytics (client monitoring, QA reporting, tailored reports, WFM) and historical data storage
  • Fully redundant site
  • Telephony solution (VOIP, skilled routing, priority, IVR)
  • Tailored application (ITSM, Exit 41)
  • MICROS expertise
  • Multiple contact avenues (email, web, phone, regular mail)
  • Client engagement (on-site visitations)

Services are provided through detailed service level agreements (SLAs) that clearly set out the level of services we have agreed upon. SLA agreements will cover such operational key indicators as:

  • Call duration
    • Average speed of answer
    • Average talk time
    • Average wrap time
  • First call resolution
  • Grade of service
  • Total calls answered
  • Training lead time (campaign change)
  • Implementation lead time (software)
  • Orientation and training (initial)
  • Redundancy uptime