•
Operation
Striving to offer the best service experience, Actionline continually
updates its service programs and combines them with the latest technology
available.
We offer:
Agent Assisted Channels
IVR
Internet Contact Center (private chat)
E-mail
Actionline’s
services also include:
Costumer
service
Sales of Products and Services
Billing
Market Research
Help desk
Multilingual Contact Center Services Offshore
Multilingual Call Center Services Offshore
•
Quality Assurance
Our
team continuously assesses the customer's experience -through continuous
supervision and monitoring, focus groups and brainstorming sessions-
with the aim of maintaining a high quality of service and bettering
our processes.
•
Technology
Equipped
with state-of-the-art technologies in communication systems and world-class
data bases. Actionline’s technical capabilities include: telephone
platform integrated with digital recording services,
predictive dialing - previous and automatic -, Internet Call Center,
automatic response units, and CTI units (voice and data integration).
- Optic
fiber terminals of different telephony local exchange carriers with
25 operational bi-directional frames, equivalent to 750 communication
channels
- Optic
fiber terminal for the provision of 2 links to Internet
- Aerial
access for the provision of data links and telephony
- Structured
net of data and telephony – Category 5
- Communication
server, Model Definity G3r
- ACD
management software, Model Elitte
- Follow
up, report, and call management graphic interface software
- Automatic
Dialer - WinCall (Power / Predictive / Predial)
- State-of-the-art
servers and PCs
- Telephones
and headphones
- Digital
recording systems
- IVR
(Interactive Voice Response)
- Internet
communication solution, Chat
- Firewalls
- E-mail
management service
- Services
monitoring
- Own
alternative power sources and UPS
• Human Resources
The
human voice conveys feelings and sensations through the telephone.
By listening carefully to a voice, we can realize if the person talking
to us is interested in helping us, or even willing to talk to us.
In
a Contact Center, the operator is the connection
between clients and companies; the “face” that the company
chooses to show. Many pieces of research have shown that companies
lose 60%-70% of sales due to attitude problems in the contact.
At the same time, the diversity of activities performed in a Contact
Center calls for personnel with different qualities, which
can include specific technical and idiomatic knowledge. The profile
of a telephone operator for sales, surveys, inquires, or complaints
is, by all means, not the same. Each operator needs a different kind
of training, and once they have incorporated it, they also require
adequate incentive and motivation. Each project’s success depends
on the quality and level of satisfaction of the people involved in
it. Depending on the project our agents are fluent in English,
Spanish and Portuguese and have undergone intensive pre-hiring
examinations so we can offer high level mulitlingual
contact center services for our offshore clients.
Our Human Resources Department is organized paying particular attention
to this; with teams trained in personnel recruiting, training, and
motivation.
•
Training Program
In addition to their initial training, agents are continuously trained
in customer service, and telephone assistance, psychology and sales,
as well as in those subjects required by the particular campaign they
are involved with at that time.
Offshore Contact Center Outsourcing - Offshore Contact Center
Outsourcing - Offshore Contact Center Services in Latin America -
Multilingual Offshore Contact Center Services
