Contact Center

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National Fulfillment Services

Learn About:Contact Center

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About NFS50 Years of Contact Center Expertise

NFS is a leader in designing customized fulfillment and contact center solutions with over 50 years experience.

All of our systems use proprietary software that is developed to meet our clients needs. We deliver consistent day-in, day-out support through a designated team.

To provide superior service and support to delight our clients and their customers.

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www.slideprodesign.comBranding Slides

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Contact Center CapabilitiesOur People Your Brand

The NFS Contact Center handles order processing, customer service, email and live chat. NFS partners with Mitel to bring leading edge technology performance via quality monitoring and call recording, automated attendant, configurable IVR call routing and integrated data/voice.

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NFS recognizes the impact well-trained agents have on the speed and accuracy of each order and customer service transaction. We also recognize that providing excellence in our customer interactions protects and extends the future revenues of your most valuable asset - your brand!Trained representatives act as brand specialists and work in tandem with clients on company projects.Designated AgentsEvery operator receives metric-driven feedback on all aspects of call performance and teamwork. Continuous DevelopmentAgents are required to have a minimum of 2 years prior customer service experience. Customer Service Representatives are promoted from within based upon annual performance reviews. Experience

Based upon call center standards and client specifications, trained agents are assessed then certified prior to accepting live calls.Custom Certification ProgramsTenure is triple the industry average at over 3 years per agent.High Employee RetentionAll agents are tested on a variety of criteria to ensure clients interests are represented with the highest degree of professionalism.Skills Assessment

Contact Center RepresentativesDelighting Your Customers

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Agents are trained on clients operating systems and in-house proprietary software.NFS performs training reviews as part of the daily tasks in the contact center..E-Learning PrimerClients work with their customer service team to develop a processing requirements manual. New reps are trained based on these policies.Agents are continually monitored to ensure accuracy and message delivery.New agents are paired with coaches to observe then answer live calls. Continuous feedback is provided.One-to-one with guided instruction and scenario based roleplay.Classroom LearningNFS welcomes clients to participate in training sessions and strongly recommends this during the implementation process

TrainingOur Foundation for Success

System DevelopmentReviewsProcedure ManualsSupervised CallsCoachingClient ParticipationVirtual overview of company and prospective clientele with guided tour of website conducted by our trained Brand Ambassador.As updates are provided, reps receive additional training and up-to-date information on changes in clients business.

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Service StandardsWhere Speed Meets Excellence

Quick ResponseWith a broad spectrum of service hours, NFS delivers quick responsive service to your consumers.

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Less AbandonNFS scheduling and monitoring systems delivers high performance and low abandon rates.

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Email and Chat ServicesContact center agents provide fast and accurate support via a variety of mediums.3

ServiceOpen inquiries are tracked and monitored via a customer service ticketing system ensuring that all issues are resolved promptly.4

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TechnologyIndividualized Solutions for Complex Businesses

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Call Center ReportingSample Report of Customer Service Categorization

The customer service categorization breaks down the nature of calls. Each segment is also available as an individual report when selected.

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Call Center ReportingSample Report of Customer Service Comments

System will prompt for date from and date to then will display results by category

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Call Center ReportingSample Report of Comment Details

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THANKS YOU For Your ConsiderationNational Fulfillment ServicesBUSINESS HOURSMonday - Friday: 9am to 5pmEMAILtreinsfelder@nfsrv.comTELEPHONE (610) 532-4700 x568BUILDING ADDRESS105 Commerce Dr.Aston, PA 19014

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www.slideprodesign.comBranding Slides

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