Customer Care

A contact center is about more than picking up the phone, answering an email, completing an order or providing information.

It's really about connecting with your customer base and tapping into the vast wealth of information available through each customer interaction. As the most frequent and direct contact with your customers, a contact center can be an information bonanza for your marketing efforts.

We work with you to develop specific call disposition reports, so that you can quickly understand the "Why" of each interaction. Summarized and prepared in an easy-to-read report, we can instantly put your marketing department into action based on feedback like, "Why people are calling," "How they found you" and "What was the ultimate result of the call." Whether your customers contact you via telephone, email, chat, fax or mail, we are there to help meet their needs, including bi-lingual communications (English and Spanish).

And, of course, we also offer detailed statistical reporting that provides statistics like average wait times, talk times, service levels and abandon rates. All of these reports are available on a secure web browser, so you can get access to your information on a real-time/anytime basis.

Our Customer Care team will care for your customer interactions as if they worked directly for your company. Questions can be answered, orders taken, up-sells executed, claims processed and reservations taken - just to name a few of our capabilities. Our services allow you to be available to your customers 24 hours a day, 7 days a week.

Technologies We Leverage

The Internet is more pervasive than ever in our everyday and business life. Organizations are using the Internet to enable their information systems and better serve their customers.

Our CDOPS℠ system is based on the latest web technologies allowing us to seamlessly integrate with your Internet presence. Don't have an Internet presence or don't want to use it? We can provide a complete solution from order entry and data storage to real-time credit card processing.

As with all of our services, we provide complete transparency to the customer interaction experience. Real-time customer service and phone statistic reporting is matched with our advanced call-recording system. You can see everything happening with your customer interactions as they happen; and in the case of phone calls, you can hear it too. All of these management tools are provided via a secure, browser-based interface that gives you access anywhere that you can connect to the Internet.

Industries We Serve

• Consumer Products & Packaged Goods
• Internet Retailers and Catalogers
• Hospitality Reservation taking
• Insurance Claims Processing
• Seminar Sales and Registration
• Box Office Ticket Sales
• Consumer Relations
• Inbound / Outbound Customer Satisfaction Surveys
• Warranty Support
• Software Sales and Support