Communicators providing the highest possible performance

Our communicators are managed in dedicated communicator groups on the computer. The leaders manage the communicators calls and produce reports, while supervisors manages tasks that are directly related to the client and ensures that communicators are cared for. When working for long periods of time, or dealing with complaints, it is easy to become mentally tired, so supervisors stepping in quickly to support them mentally can maintain motivation and quality. Leaders and supervisors also step in with appropriate advice to the communicators, and when necessary, can use a whisper feature to inform senior staff of struggling members who can help monitor and advise them. Additionally, we have developed an inhouse system that allows for calls to be redirected in the case that all lines for the primary support group are in-use, allowing the call to be taken by communicators outside of the group if needed.

Specialized interfaces for every client and database setup

We have developed an inhouse management system called “Pit!” in order to achieve an error-free service. The system automatically brings up the specialized client interface while receiving a call from their customers, allowing instant access to the appropriate information. Every client interface is tailor to the exact needs of the client, with unique elements that can be created per the client’s requests, reducing the likelihood of human errors such as not gathering all necessary information or providing incorrect information.

Our unique tele-net style

Original specialized headsets
We have developed headsets with a directivity of 15 degrees in order to combat the issue of background noise from other communicators taking calls. These headsets allow sound to only be picked up from the communicator wearing them, and creates an environment where communicators can carry out work necessary conversations without affecting each other.

Environments that promote cooperation
Our contact centers’ seats are spaced to allow communicators to engage in conversation if necessary. When dealing with complaints or other difficult cases that place mental strain on the communicator, the ability to reach out for support helps maintain motivation.

Automatic call recording system
All calls are automatically recorded and stored in our recording system. Not only does this allow us to avoid cases where the communicator and customer have different recollections in the event of complaints, it can also be used by communicators to listen back to cases they struggled with, allowing them to self-identify issues and improve on them. Particular calls can also be used as case studies for training other communicators, improving the ability of the entire team to tackle difficult cases. Our system allows our clients the peace of mind, while also ensuring our communicators can grow and provide service of the highest quality.