SERVICES : EXPANDING YOUR CENTER
Detailed Options: How UpSource® Extends Your Contact Center
After Hours Service
Your customers expect services 24/7/365. But extending coverage beyond the normal workday is often not practical for an internal call center. Fortunately, UpSource® provides a cost-effective solution to extend your service coverage.
We provide the same high quality service that you offer during your normal work day to meet your after-hour demands for nights and weekends. Our friendly educated staff is available 24/7X/65 to service the needs of your customers around the clock.
Seasonal Spikes
Seasonal call volume spikes—even if anticipated—can challenge you, especially when you are constrained by physical space, available labor pool or technology capacity. UpSource® can help you manage seasonal volume by providing an agent pool that supplements your existing resources at these times when you need it most. UpSource® can assist you with regular seasonal spikes whether once a year, twice a year, for thirty days or three months.
Overflow
The UpSource® approach to call overflow begins by establishing a small, dedicated pool of agents who work year round to handle a percentage of your call volume. With as few as five seats, UpSource® can develop a plan—based on your training criteria, support metrics, and business processes—that ensures you have the depth of reserve resources available to handle peak periods. We can manage your overflow regardless of the criteria driving it, including (but not limited to) expected treatment, priority, locally available resources, time of day or related criteria.
Disaster Planning
Ensuring business continuity when your service goes down is more than just planning for phones to be answered. It means maintaining your business practices and providing continued quality customer service in the event of a major interruption. Developed specifically to meet the needs of single-site call centers, the UpSource® business continuity plan provides your organization with a plan that balances costs with contingency requirements. A core of this program is establishing a deep knowledge of your business at our Nova Scotia contact center. Business continuity customers maintain 15-20% of their call volume at UpSource®. This monthly volume ensures that the team at UpSource® stays current and can maintain a solid understanding of your products and processes should an interruption occur. In the event of an interruption, we invoke a jointly developed emergency plan that is driven by your critical business requirements.
Multi-channel interaction support
UpSource offers integrated support for email, chat, and Instant messaging. In addition to the required multi-channel technology systems, we have agents who become experts on your products and services, enabling us to effectively answer e-mails and continually develop and enhance templates and productivity tools that ensure prompt, accurate response across all channels.
Self Service Technology Piloting
UpSource® offers companies an opportunity to test the power of sophisticated speech recognition through an all encompassing operating solution. UpSource® helps you develop, test, and prove sophisticated speech self-service applications. And we provide those applications in an outsourced or hosted arrangement, together with assist agents who understand both your business and how to improve automation success rates.
|
