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Transcript of Contact Center
National Fulfillment Services
Learn About:Contact Center
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 client’s 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.
Contact Center CapabilitiesOur People Your Brand
60 Seat Contact Center
24/7 Operations
Order EntryCustomer Service
ResolutionBi-Lingual Agents
availableReturns Processing
Cross-Sell / Up Sell
Save The Sale
Email Management
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.
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 Agents
Every operator receives metric-driven feedback on all aspects of call performance
and teamwork.
Continuous Development
Agents 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 Programs
Tenure is triple the industry average at over 3 years per agent.
High Employee Retention
All agents are tested on a variety of criteria to ensure client’s interests are represented with the highest degree of professionalism.
Skills Assessment
Contact Center RepresentativesDelighting Your Customers
Agents are trained on client’s operating systems and in-house proprietary software.
NFS performs training reviews as part of the daily tasks in the contact center..
E-Learning Primer
Clients 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 Learning
NFS welcomes clients to participate in training sessions and strongly
recommends this during the implementation process
TrainingOur Foundation for Success
System Development
Reviews
Procedure Manuals
Supervised Calls
Coaching
Client Participation
Virtual 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 client’s business.
Service StandardsWhere Speed Meets Excellence
Quick ResponseWith a broad spectrum of service hours, NFS delivers quick responsive service to your consumers.
1
Less AbandonNFS scheduling and monitoring systems delivers high performance and low abandon rates.
2
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
Personalization Mitel 3300 MXe Customer
Care Center
TechnologyIndividualized Solutions for Complex Businesses
Incoming calls identified in plain English by the trunk or 800 number
being received.
Client identification allows for a personalized greeting via
customizable scripting prompts.Each client has an information
screen where all policies, procedures and FAQs are stored for
quick access during a call.
Automated virtual attendant systems with call routing to live agents based upon customer
selectionIntegrated call overflow with group routing
and priority answeringReal time call recording with silent
monitoring, playback capabilities and permanent archiving
70-line call center with 60 active stations to handle the inbound
customer service and order processing.
Three on-site managers during the day and two managers during
the evenings and weekends.
24-hour, 7 days a week schedule
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.
Call Center ReportingSample Report of Customer Service Comments
System will prompt for “date from” and “date to” then will display results by category
Call Center ReportingSample Report of Comment Details
THANKS YOU For Your Consideration
National Fulfillment Services
BUSINESS HOURS
Monday - Friday: 9am to 5pm
TELEPHONE
(610) 532-4700 x568
BUILDING ADDRESS
105 Commerce Dr.Aston, PA 19014