We offer inbound call center solutions to help companies deliver outstanding customer experiences.
We have the tools needed to immediately connect callers with the right customer service agents,
scale capacity when inbound call center volumes spike, and boost agents' productivity
while enabling quick first contact resolution.
Unified communication Services
Intelligent communication and presentment for automated engagement and response through any media channel (SMS, Chat, Voice, Print, Email, Mobile), including secure channels
Customer Interaction Management
Natural Language Processing Live or Virtual Agent QM I Support I Request I Complaint
Accounts Receivable Management
Billing I Collections I Legal I Revenue Enhancement I Loss Prevention
Outcome Resolution
Athena Reporting I Payments I Purchases Routing I Scheduling I Disputes I Rebates
Composition
Document Design I Interactive Web Tools Real Time Production I Custom Data Integration Automated Segmentation and Dispatch Configuration
Data Breach Assistance
Breach mitigation expertise I Impacted Client support I End-to-end fraud solution
Print & Mail
Case Study — Workforce Solutions Provider Improving Employee Satisfaction & Reducing Costs
Checks I Statements I Marketing I
Disclosures I B/W I High-light I Full Color I
Card Production I Skip Tracing I Return Mail I Fulfillment
Case Study – Workforce Solutions Provider
Improving Employee Satisfaction & Reducing Costs
Challenges
In 2004, a leading workforce solutions provider approached us. Their employees work out of multiple locations in several different geographical regions. All employees accessed the client through a centralized repository, 24 by 7. The employees faced multiple challenges accessing their information and most critically during the tax filing.
Solution
- With our 40+ years of Customer Satisfaction experience, we were quickly able to understand the problem areas
- Recommended changes to allow 24 by 7 access to employees using geographically wide-spread contact centers
- Recruited and trained the staff to guide the employees through the changes
- The true test of the solutions provided was during tax filing, when the W2's were released
- Identified recurring mundane issues with workforce management
- In a phased manner, assessing the C-Sat scores, provided multi location contact centers
Benefits
- Developed a 12 year ongoing relationship
- Consistently above 99% on all Customer Satisfaction parameters
- Reduced costs with improved employee satisfaction
- Improved revenue for the client by providing technology enabled interactive Employee Relationship Management tools
Rule 14 Highlights
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Predicted delinquency and reduced DSO within a large telecom, freeing more than ROOM from Accounts Receivable in 1 month
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Increased collections operational efficiency by predicting 99% zero payment accounts.
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Automated 80% of manual legal document creation with natural language processing.
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Performed a days worth of manual document classification for a government subcontractor in 30 seconds.
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Delivered real-time fraud controls to identify thousands of improper payments per month.
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Determined real-time sentiment for millions of social media conversations in various languages.
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Revamped an electric utility's one-size-for-all pricing plan to a custom, targeted pricing based upon customer type and behavior.
