Contact Center

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1 National Fulfillment Services Learn About: Contact Center

Transcript of Contact Center

Page 1: Contact Center

National Fulfillment Services

Learn About:Contact Center

Page 2: 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.

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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.

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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 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

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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.

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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.

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

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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

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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 Consideration

National Fulfillment Services

BUSINESS HOURS

Monday - Friday: 9am to 5pm

EMAIL

[email protected]

TELEPHONE

(610) 532-4700 x568

BUILDING ADDRESS

105 Commerce Dr.Aston, PA 19014