 Services
CallTech manages programs of all sizes and scopes in a number of
industries. The applications include:
- Sales, Customer Service and Technical Support
- Information request, reservations and transactions
- Membership sign-up and enrollment for various associations and
services
- Independent third-party verification for the telephone and
utility industries
- Telemarketing, sales, and up-sells for various goods and
services
- Surveys and other outbound calls as follow-up to customer
service calls
- Cancellation "rescue" services attempting to save customers
- Email response management
- Real time customer service/technical support instant messaging
(chat)
- Custom CRM and Database development
Each CallTech client is provided real-time web access to a wide array of
performance metrics, including call/email/chat service levels,
individual agent and/or team utilization and productivity - the ACD
display that CallTech management reviews on an on-going basis is made
available in real-time to our clients on their desktops. Clients with
dedicated agents are also given access to our Call Center Management
System (CCMS), affording them the opportunity to measure quality to the
agent level. This open "window" approach into CallTech operations
provides the client an unprecedented level of access and knowledge.
Custom Technical Solutions
CallTech has a proven track record of quickly developing customized
applications to address a specific client or CallTech need. Not only
have these solutions proven effective in meeting the desired objective,
they have also provided more end-user flexibility at a lower cost versus
more expensive "off-the-shelf" packages. Some of the developed examples
include: intense "living" knowledge bases, proprietary click-to-chat
applications, complex CRM ticketing systems, and an internal ERM package
that incorporates workforce scheduling, quality monitoring, and HR
functionality.
Cost Management / Favorable Pricing
CallTech efficiently manages agent metrics for quality and productivity,
affording CallTech a reduced operating expense that is directly shared
with our clients through the pricing structure. In addition, our
streamlined management processes and our efficient use of web-based
technologies have contributed to create this favorable client price
equation.
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