A. Inbound/Outbound Customer Service (Operator Services)

  • Dedicated and/or Blended Inbound Call Handling
  • Automated Call Distribution (ACD)
  • Intelligent Skills Based Routing
  • Interactive Voice Response (IVR)
  • Fax Services (Send, Receive, Fax Broadcasting)
  • Computer Telephony Integration (Screen pop)
  • Digital Call recording
  • Unified Messaging (Email, Voice Mail, Fax)
  • Web Portal (Self-service channel)
  • Web Chat/Collaboration
  • E-mail Response Management
  • Front or Backend Application Integration (Intranet, Extranet, .net)

B. Inbound/Outbound Tele-Sales (Direct Services)

  • Dedicated and/or Blended Outbound Predictive Dialing
  • Full FTC Compliance
  • Client Specified Caller ID
  • Digital Call Recording (Customizable to client specifications)
  • Remote Monitoring
  • Instant Messaging to Agents
  • Real Time Call Statistics and Reporting
  • Real Time CSR QA
  • Web Enabled PC Agent Stations
  • Front or Backend Application Integration (Intranet, Extranet, .net)
  • Quality Control (Outsource Remote Monitoring)
  • Tape Review (Outsource review of sales or TPV recordings)

C. Other Services

  • Tape Review (Quality Control of Digital Recordings or Third Party Verification Tapes)
  • Remote Monitoring with Scoring Card Reporting
  • Data Entry
  • Order Fulfillment Services
  • Lead Management and Scrubbing (Call List/Mailing List)
  • Lead Procurement
  • E-mail/Fax Processing

D. Types of Projects

  • Tele-sales (New Customer Acquisition, Cross-Sell, Up-Sell)
  • Business to Business Specialists
  • Business to Consumer
  • Customer Inquires
  • Technical Support/Helpdesk
  • Returns/Claims Processing
  • Company Image Buildup/Account Management
  • Surveys
  • Reservations/Authorizations
  • Political Polling
  • Appointment Setting
  • Club Membership
  • Credit Card Acquisition
  • Hot Transfer Sales (Inbound/Outbound)
  • Telecommunications Sales (RBOC, CLEC, Long Distance, Local)
  • Internet Access Sales and Support
  • Website Sales and Support