With our easy-to-use visual call routing designer, our call center administrators define the customer experience for all calls as they are guided through IVR menus and prompts, into ACD queues and skill groups, and delivered to agents. And, our robust software also allows you the flexibility to upload custom prompts and hold music to fine-tune your IVR caller’s experience and enhance your brand.

By utilizing the IVR technology we can provide self-service options to your callers and increase customer satisfaction as they enjoy a seamless and consistent experience from the moment they are in touch with our call center. And, our agents are more productive with important and timely customer information at their fingertips, reducing our call center’s cost of operations.

Quality Monitoring
To ensure a positive customer experience by monitoring agent activity, identifying best practice examples, and incorporating them into our agent training processes.

With agent attrition representing a persistent challenge in most call centers, we have implemented quality monitoring technologies and processes to help ensure a consistent and positive customer experience. Our technology allows supervisors and administrators to monitor agent activity and instant messaging, and listen to recordings of phone calls between agents and customers.

Voice Recording
Our call center managers can easily assess the quality of the customer experience by reviewing conversations between agents and callers.

As consumers become more accustomed to self-service and less-frequent personal interactions with the companies they trust with their business, the stakes with each interaction become much higher. Many call centers are now considered the “face” of the company and executives are eager to ensure that every caller is greeted and serviced in a friendly and accommodating manner. Our call center software allows us to record some or all of the calls between agents and callers, and review them afterwards.

By adopting regular reviews of voice recordings, our call center will deliver on your business objectives. We are able to ensure a consistent and quality customer experience, make agents more effective and productive in sales and service, and improve customer loyalty.

Real-Time Reporting
Our call center operate more effectively with real-time reporting and monitoring
By leveraging the integrated and consistent real-time information available within our system, supervisors can monitor contact center statistics and KPIs, personalize their views and alerts, and view real-time information in an Excel dashboard. Our Supervisor application includes a selection of common statistics for inbound and outbound call centers that each user can choose to include in their interface. When advanced charting capabilities are desired, users can create tailored Excel dashboards that refresh in real time.

Armed with the most current information about our call center, we operate more effectively by optimizing performance according to the metrics that are important to you.

Historical Reporting
Identify important trends in your call center’s performance with comprehensive historical reporting.

Call centers are dynamic environments: inbound traffic is constantly fluctuating, outbound lists and campaigns change, and the agent workforce is continually evolving. In order to maintain predictability in our call center, our managers utilize historical information that provides insights into trends and rising challenges.

Our call center on demand provides forty-five standard reports on Calls, Campaigns, Call Dispositions/Outcomes, and Users. Reports can be viewed in many ways, including exporting into a spreadsheet application for more detailed analysis and archival. Our contract partners can leverage the built-in reports to view detailed information about every call, summarized information about campaign performance and call outcomes, and key metrics of agent performance.

By frequently reviewing historical performance to gain insights into past, recent and current successes and looking at new challenges, we can use the relevant data to provide a world-class call center support and allow you to outperform your competitors.

Customer History Database
Make sure your agents have the latest customer contact information at their fingertips.
One of the leading sources of customer frustration with call centers is a prevailing impression that the call center agents do not know enough about the customer and their recent interactions with a company. Such negative impressions can lead to customer attrition and lost market share. Additionally, when customers are required to repeat information or explain previous interactions, it frustrates them and diminishes agent productivity.

Our software allows us to retain and maintain customer contact history and avoid customer frustration.  Our Call Center suite includes a database of contacts for your company that all agents can access and update as they interact with your customers. Each call for a contact is readily available, along with any session notes entered by agent. Agents can look up contacts, add callbacks, and dial the customer directly from their contact info.

With our service, we will ensure that every interaction with your customers is logged. Our agents will be more productive, and your customers will be more satisfied with their call center experience.

CRM Integration
Leverage certified integrations to your CRM software for increased agent productivity and more effective customer service.

We understand that many businesses use enterprise CRM software, and recognize the benefits of true plug-and-play integration between CRM and call center software: improved agent productivity and increased customer satisfaction. Our Call Center software provider works with technology partners to deliver certified integrations to leading hosted CRM products such as Salesforce, NetSuite, and RightNow. And, if you need integration with a home-grown system or other solution, we can look into how our software developer can integrate ours with your current CRM program.

Oversight:
Your customer support team at CS Outsource can be setup to handle all the queries generated from your business. The queries can come from your customers using email, live chat, or a toll free number. The support boundary can range from answering product or service related queries ranging from features, pricing, to detailed installation support.
Our CSRs are provided with a very user friendly Customer Support Application. This will enable them to record all information including chat logs, email logs, and customer information into a central database. Managers will be able to escalate, transfer queries, and track the average time taken by each of the executives to service the clients. The system will also allow the top managers to directly generate daily, weekly or monthly reports online.