|
 |
ACD
teleNetwork has the technicians and you've got the calls. How do we bring the two together? Our Automatic Call Distribution system allows us to route over ten thousand calls per hour to our representatives who are ready to help your customers. Our ACD allows us to provide skill based routing based on the level of expertise of each agent. The front end of our ACD is a custom designed Web based administration console utilized to monitor the activity of any agent in either of our centers and any call volume trends in real time so that we can alert you to any possible network outage you may be experiencing. Because we are a 24-hour facility, you can rest assured that we will alert you of service interruptions and outages at any hour.
Call Recording Server
teleNetwork has developed a QA process to ensure the highest levels of customer service. With the implementation of an Audiolog call recording server, teleNetwork supervisors can listen to calls to maintain customer service standards. With an open architecture system for recording, archiving, and playing back multi-media conversations, high quality customer service is always maintained on calls. Call recording samples are available to customers when requested.
Network
OC3, T1, VoIP, UPS. What does it mean? Business Stability. It's our job to stay on top of the latest technology in order to better serve our customers. In order to make sure that no calls go unanswered, T1's from four different carriers keep us connected to the Internet 24 hours a day. Redundant centers in two different cities using Voice Over IP technology means that no matter what unexpected circumstances pop up, we will be able to answer all of your calls. How do we keep this technology running? Power. With Uninterrupted Power Supplies and backup generators at each center, we are able to maintain 100% up-time. We know that we have the technology to run business, and that gives us the ability to help you run yours.
Reporting
Check your reports any time of day with our Web based reporting console which allows you to access a wide range of information in real-time. You may be content with a top level view that simply shows the total number of calls handled daily. Or, if you want more detail, our reports provide a drill down view to provide the exact steps that our technicians used to resolve your customer's issue. This information is accessible via our reporting console seconds after the customer's issue has been resolved.
| |
|
 |
