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Outsourced service model adopted by Beacon Global Services is unique in many ways. We provide focused Contact Interaction Center Services using latest technology and work as virtual extensions for support/customer centric operations for businesses.
Our technology enables us to configure and customize in a matter of hours rather than weeks. We can start up an inbound support job or an outbound campaign in a multimedia-integrated environment by using menu based tools. We consider that three most important customer needs in the service and support environment are:
We fulfill these basic requirements as described below:
This requirement is fulfilled by supplying the user/customer with multiple channels of contact, which can be accessed individually or concurrently. The most common channels addressed by our contact center solution include:
Browser-Based Multimedia Interaction platform enables our CSR’s to manage cross media Inbound/Outbound call blending and all web-based interactions from a single, browser-based user interface. This implies that any particular agent can simultaneously attend to calls coming via phone, e-mail, web call back requests or fax in the order that they are received or per any priority that might be assigned.
Software based Automatic Call Distributor (ACD) used in our platform can route voice and data traffic to agents according to specific business rules and their skill-level attributes. A simple example is those callers, which prefer response in Spanish can be directed to Spanish speaking agents. Similarly, if a particular agent or a group of agents is required to answer to some specific caller segment, we can also configure call routing accordingly.
Key elements responsible for achieving above features are:
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Interactive
Voice Response (IVR) call flows, |
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Call
routing based on agent skills and proficiency
levels |
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Voice-Mail,
Fax and Unified Messaging options |
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E-Mail
and Fax ACD options |
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Chat
and Web-Callback options |
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Predictive/Preview
Dialer campaigns and other system options. |
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Configuration
of PBX and virtual Extensions, |
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Building
of Campaign Scripts |
These features enhance the customer satisfaction levels as well as CSR efficiency substantially.
| Personalized
Service |
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While in the past Customer Service Representatives (CSRs) may have had “look-up” access to limited customer data from a mainframe terminal or through volumes of binders and notes during interactions with the customers, we enable instant access to multiple levels and dimensions of customer information and bring the data on the CSR’s desktops simultaneously as the connection is established. Key features include:
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Contact
Management |
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Case
Management |
There is very high degree of flexibility that is available in terms of the information that can be
made available at the desk top of the CSR. Our platform also has the capability to access different databases and retrieve the specific information to satisfy the caller’s needs.
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| Fast
Response and Problem Resolution: Quality
Control |
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Our agents ,supervisors and systems administrator are all seamlessly accessible to each other through the browser based application. For example, our CSR’s can:
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Access customer/call data pushed to their desktop through real time web collaboration |
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Browser based of all media : Phone, Fax and Internet |
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Customer data stored any where can be entered and accessed through the interface |
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Real time queue data can be streamed to browser |
For augmenting response quality, the supervisors in the call center set up are able to :
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Listen to calls and whisper coach (without the caller noticing that) |
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Join and take over calls as well as view agent screens |
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Queue the data streamed to the browser in the real time |
Administrator from his desk top can:
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Manage agents and supervisors |
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Manage screen props, call scripts and FAQ’s |
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Manage inbound and outbound projects and campaigns |
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Manage all communication media : Phone, Fax and Internet |
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Can produce customizable reports for the agent, campaigns and system |
Traditionally, CSRs have had to rely on limited training, generalized scripts and elevation policies in order to assist customers in getting answers and resolving issues. We offer our clients, far reaching information stores, called ‘Knowledge Bases’. We provide to our CSRs with everything from scripts to suggested email responses. We use Knowledge Management technology solutions that address this need for fast response and accurate issue resolution. We build up a library of Frequently Asked Questions (FAQ) and link it to most appropriate answers. In addition to their customer-centric functionality, our technology solutions also link customer and case specific information with the call center operations. Knowledge management does more than provide a CSR with the information to answer customer questions, it also provides managers an additional means of ensuring a high-quality, consistent responses to customers.
We can integrate any back end solution for Contact Management/Trouble ticket tracking or sales/service/support management such as Siebel, Vanity, Clarify, GoldMine etc.
With such strong back up through the technology, we claim that we meet all required functionalities for a world class Outsourcing Service Bureau and provide reasonable savings over in-house or current costs.
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Agent/Caller
interaction in multimedia
environment
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The Integrated Contact Center Solution and the Universal Queue:
While certain solutions may be aimed at meeting a particular customer or management need, we have combined these individual solutions to create synergies. There may be some solutions designed specifically for telephony or for Internet or e-mail. We offer the solution, which is multimedia enabled and caters to all the touchpoints through which an user may like to access the call center. This is the concept of the “integrated” contact center solution adopted by us and its benefits include the ability to:
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Handle multi channel interactions , e.g. receive a fax, respond by email, handle follow-up by phone and produce operational and managerial reports for the entire call center
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Create “e-relationships” in which a customer deals with the same CSR or CSR team despite what channel the customer is using to make contact
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Manage customers and cases across channels
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Maintain multi-channel campaign history
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The focus of our integrated contact center solution is to put the customer at the center of the interaction. This further enhances the our ability to meet the customer’s needs of easy access, personalized service, and fast response and resolution.
A critical component of the synergies that result from combining the individual technology solutions is “Universal Queue.”, a vehicle that receives an inbound event from any channel and routes it to the appropriate CSR based on business rules.
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The
following diagram describes the flow of an
event through an integrated multi-channel
customer service and support contact center
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