Convercent All Rights Reserved. CALL CENTER OVERVIEW

Transcription

1 CALL CENTER OVERVIEW 1

2 OVERVIEW Convercent outsources the management of our hotline a purposeful, strategic decision that our customers benefit enormously from. We defer this work to proven experts in call center operations so that we can stay 100% focused on delivering exceptional software, without taking on the burden or cost of hiring and managing a high-turnover business unit. Those cost savings also allow us to offer the most transparent hotline pricing in the industry, based entirely on a flat fee model. Most importantly, Convercent s call center goes beyond standard service level agreements (SLAs) for call handling, performance and professionalism. Our seasoned call center experts boast low turnover rates; rigorous training and reviews that yield the industry s best call quality and handling metrics; and an unmatched ability to scale quickly. In short: Our call center arms you with the flexibility you may not yet know you need and the exceptional caller-centric experience you may not yet realize you ve been missing.

3 POSITIONED FOR SUCCESS FLEXIBLE STAFFING MODEL 20 call center agents fully trained and servicing Convercent customers Dedicated agents for shifts with higher call volumes Shared agents to quickly supplement peak call times and cover lower call volume shifts 24/7 SERVICE AVAILABILITY WITH A GLOBAL REACH Fully operational 24/7/365, including all holidays More than 200 languages supported Offering an easy, safe and welcoming experience for reporting parties to file reports in their native language QUALITY ASSURANCE Detailed hands-on training and role playing for new agents Frequent refresher training sessions Agents observed five times monthly for performance review and feedback Agents incentivized based on call quality, not number of calls answered Agents not compliance experts, and therefore don t lead the reporting parties in any way ensuring you get reports exactly as they re filed

4 PERFORMANCE METRICS AVERAGING 2200 CALLS PER MONTH OVER THE PAST 6 MONTHS calls answered within 20 seconds average hold time for interpreter calls abandoned average talk time

5 SCALABILITY FACILITY Lawrence & Schiller Teleservices (L&ST) has approximately 60 open workstations available between their two Sioux Falls locations that they could scale into immediately. In addition, they have room to build out an additional 20 workstations if/when necessary. If needed, they could recruit, train and staff an additional 80 full-time team members in days. TEAM MEMBERS L&ST is based in Sioux Falls, South Dakota, a call center town with over 16,000 call center jobs. Some companies with large call centers in town include Citi, Wells Fargo, Esurance and Cigna. This is an advantage for L&ST, as they are an employer of choice and able to recruit team members with call center experience. Example: L&ST recently had a client that needed eight extra full-time agents to handle inbound insurance calls due to an unforeseen spike in volume. L&ST filled the short-term gap with overtime from existing agents. They also posted the position, received applications from 26 qualified agents, and were able to hire and train eight agents within 10 days of the request. SEASONAL SPIKES The call center handles many seasonal projects each year. They have a list of over 200 seasonal team members that work on a variety of projects. With these team members, L&ST is able to scale quickly. Example: A few years ago, the Academy Awards had an error with their online voting system and needed the call center to ramp 75 agents in 48 hours. L&ST had 75 agents in place and fully trained just two days after the request.

6 THANK YOU