Use our software?

[cmiller6352]

Hello there...

I am working on building and implementing a call center that handles the customer service needs of our business. We offer 24 hour customer service and we must adhere to a designated response time. We run our call center from 6 am to 6 pm here in the office. The after hours and weekend calls are becoming a pain point. We need an answering service that can log on to our network and use our software interface to dispatch and track calls. The software is also web enabled, however a firewall must be passed to gain access. The answering service would also need to be able to take calls from our field service engineers who would be calling to do any of the following: acknowledge a dispatch, close a call, or request tech support. Believe it or not, it is not easy to find such an answering service. If you know of anyone who has experience doing anything, please let me know. I have found several who claim that they can, but I worked with one for over two months just to find out they really have no idea what they are doing. I think experience would be a huge plus in this instance. Due to the nature of our business, we are really in a race for time.

Thank you,

Christine Miller

[manojkumar]

Hi Christine,

Have you explored outsourcing the after hour calls to an offshore location like India? With the time difference, this can work to be perfect alternative. There are many experienced centres in India which will provide good quality at less than half price.

[mpsheehan]

Christine,
I used a company in the past that is out on your side of the country called Patriot Communications, LLC. They did a great job for me and had numerous options for us to choose from.
Good Luck,
Mike
msheehan@castledental.com

[Tom Naras]

Cristine

There is a company in Southern California called Aradiant that should be able to help you out.

[bmatheson]

Christine,

If building a new call center is an initiative that is under way, I would be interested in speaking to you regarding your CTI functionality. We cannot provide you with the call center or customer service representatives, but can potentially provide the capabilities that would integrate agent desktops to your enterprise applications thus enhancing the customersÂ’ interactions. We can also handle the routing functionality or remote user login capabilities for your weekend and after-hours coverage. Please contact me if these are aspects of your call center that you are still evaluating.

Regards,
Brent Matheson
Concerto Software
978-659-0476
bmatheson@concerto.com