Voice/IVR

There is a reason that contact centers used to be known as call centers. Voice is a foundational channel for providing customer service and support.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Set the tone with a warm first impression

Convey enthusiasm and build rapport

Actively engage callers and listen to the voice of the customers

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

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