Our IT team boasts over 35 years of combined experience. Integrate a talented IT team with state-of-the-art technology and you get a powerful support system ready to take on your customer contact center needs.
Our team has 24/7 on-call service and is known for its responsiveness when it comes to answering every customer’s unique request. From keeping hardware and servers running efficiently to custom code development, our team makes outsourcing your customer service as easy as possible.
So, what makes Five Star Call Centers technology great?
Mitel is an all-in-one customer service center suite—the backbone of what we do.
This OmniChannel technology creates efficiencies and maximizes each employee’s time, which ultimately saves our clients money. Mitel automates several customer interaction points, including:
Whether you’re looking for a reliable backup solution or wish to outsource your entire customer service support needs, Mitel ensures your calls and online inquiries get the attention they deserve.
Security is always our number one priority. Five Star Call Center is PCI-DSS Level 1 Certified, which means our call center meets the strict security standards, policies, and procedures necessary to safely and securely store customer and payment data.
Year after year, Five Star Call Centers promotes a culture of PCI compliance. CompliancePoint—a top U.S.-based compliance consulting and auditing company—visits Five Star Call Centers annually to conduct a rigorous PCI compliance assessment.
Other security measures include employee background checks. Our centers also use intrusion detection and change monitoring systems coupled with anti-virus and anti-malware products to protect your sensitive data.
Five Star Call Centers’ Data Entry System allows us to control every call, keeping call times within defined expectations while ensuring all required data is collected.
Our programmers can build backend hooks into your internal systems. This provides our customer service representatives with real-time access to inventory levels, order statuses, and important customer information. We can also push orders into a remote system, allowing quick order information access in your system after a call ends.
We want you to know how we’re doing. We also want to find ways to constantly improve our level of customer satisfaction, so we measure all of the important metrics.
Our reporting portal provides updates every 15 minutes on average handle time (AHT), average speed of answer (ASA), first call resolution (FCR), and more. If you need a custom report built, we can do that, too. Our reporting portal is also mobile-friendly, so you can view stats on the go.
We also use Verint—an industry leader in workforce management systems. Our scheduling department constantly analyzes traffic and forecasts call volume to ensure proper staffing and low wait times. This not only saves your customers frustration, but also helps keep our costs competitive by confirming all customer service representatives are being utilized.
No matter what situation may arise, we have a backup plan in place to ensure uninterrupted service. Multiple redundancies means no customer service downtime.
Did we mention that we’re also located in the Midwest, away from the extreme weather of the coastal regions? Our customer contact center might just be as close to disaster proof as you can get.
Put our IT experts to work for you. Give us a call at 800-894-7832.