Phone
Phone
Nothing is as comforting during contact center interactions as a caring tone of voice, a knowledgeable response and a willingness to listen. We're proud to say that our clients regard our customer contact representatives as some of the best in the industry. We believe that this enables us to make a positive and professional impression during all communications, which results in increased customer satisfaction, response rates, accuracy and return on investment.
Great People
Pivotal to the success of our client deliverables is the caliber of our staff. Mid-Michigan continues to be an affordable region in which to do business and is home to a skilled workforce with strong educational opportunities. Our headquarters campus is surrounded by eight institutions of higher learning, which provide highly capable university students to conduct interactive services while maintaining flexible and cost-effective staffing solutions.
The diversity of our region makes it easy to find exactly the right person to connect with your stakeholders. Whether you require customer contact representatives of culturally diverse backgrounds, or specialists within a specific industry, we have a process in place to identify and secure the people you require.
When client needs require either insourcing or offshore resources to achieve a total solution, we have the people, technology, operations and resources to effectuate a comprehensive, cost-effective solution.
For example, we have placed highly trained customer contact representatives in client facilities to work side by side with the client engineers to offer instantaneous communication with key stakeholders and client customers in real time. This ability to locate contact center experts in the client facilities can be leveraged in a variety of significant ways, all designed to provide maximum flexibility to the operation. To be able to share the customer view with client engineers actively engaged in troubleshooting or designing product enhancements is a real competitive advantage.
Offering offshore resources throughout the world gives an added dimension to providing the best solution regardless of where the resources reside.
We are eager to provide and explore these collaborative partnerships when it best serves the client.
Human Resources Recruiting & Training Practices
Our approach during a recruitment effort is to discover those who will bring a spirit of self-confidence, courtesy, experience and professionalism to the workplace. We locate required talent through a variety of media, as well as a strong rapport with local/regional organizations and businesses. We invite individuals who prove that they have the ability to inspire others by demonstrating leadership in their areas of expertise to build their careers with us.
Training
To support the vital need to train resources, we offer a state-of-the-art training center that enables hands-on training for specialized skills. Whether the training need involves the complexity related to a series of sophisticated product lines, or a detailed simulated customer support exercise, our highly skilled instructors create relevant training experiences that effectively prepare us to support your objectives. Our training facilities are flexible and can be configured to meet the most detailed requirements for a variety of client needs.
Call Monitoring & Recording
We offer both silent call monitoring and call recording to clients who wish to hear firsthand what their customers are saying about them. Through silent monitoring, clients are able to call in from remote locations and hear interviews as they are happening live. Through call recording, wav files (recordings of actual calls) are emailed directly to the client, downloaded to a website or placed on a secure FTP site. These call monitoring and recording tools bring the data collection process to life for our clients.
Automated Dialing Technology
Our automated dialing solution is configured to enable automatic and predictive dialing for our CATI (Computer Assisted Telephone Interviewing) systems. We use it for fast, accurate, automatic digital dialing. It detects busy, no answer and unobtainable numbers instantly, removing the frustration and tedium of repetitive dialing. This increases our productivity, lowers our staff costs and increases job satisfaction among our interviewers.
We see increased productivity because predictive dialing minimizes the amount of time that an interviewer must wait before being connected with a respondent. Our dialer technology uses algorithms that predict how many extra numbers to dial according to changing conditions. Because more phone numbers are dialed than there are interviewers waiting, interviewers bypass busy signals; unanswered calls; and modem, fax and wrong numbers. Interviewers simply wait a few moments for the next respondent on the line.