Customers: Outsourcers

Improving customer service onsite and off.

There was a time when most companies handled their own customer support and service as a matter of course. New technology and new ideas about focusing on core strengths has led more and more companies to rely on outside vendors to handle processes and operations that require other skills and capabilities.

That has made outsourcing a fast-growing and extremely competitive industry. To succeed, outsourcers must deliver high quality customer service while keeping costs under tight control. At the same time, they must be able to compete with other outsourcers both for qualified call center agents and for new customers. Envision's call center software solutions provide the integrated contact center, workforce optimization and business intelligence features and capabilities that are critical in today’s business environment. With Envision's technology, outsourcers can more easily operate multi-site operations while ensuring that agents deliver consistent, knowledgeable customer service no matter where they are located. Envision's call center software solutions include recording capabilities that can also improve the consistency and efficacy of reviews and evaluations, both by outsourcer supervisors and client companies.

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"We like to hire people who don’t have contact center experience. Click2Coach makes it easy to bring new agents up to speed quickly, so they perform at high levels right away."

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