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APS's contact center services offer an end-to-end solution for
the entire customer service and support lifecycle. Contact center associates hold
service certifications and are professionally trained in Customer Service, Lead
Generation and Conversion, and Product and Service Sales. Our customer contact skills
aredemonstrated by our low abandonment rates, short cycle times, quick response
times, high closing rates, increased sales volume and more. APS's Web-based Management
Technology, Helix by APS®, captures and saves historical data on all customer interactions
and enables clients to access call tracking, reporting and performance information
in real-time.
Key Features
- Technical Support
- Customer Service
- Help Desk
- Billing
- Inbound Sales
- Outbound Sales
- Customers and Prospect Acquisition and Retention
- Marketing
Competitive Advantages
- Consistent method of contact
- Improve brand image by providing customer service associates accurate, real-time
information
- Immediate, customer issue resolution
- Historical data capture and access to all customer service interactions
- Marketing product and service opportunities
- Multiple communications channels: Telephony, IVR, Web, Email, and Facsimile
- Reduce transaction cost
- Increase revenue generated through services
Customer Care
Customer Care is APS's number one priority. APS enables stronger customer relationships
by fully implementing a customer-focused quality assurance management system that
monitors service performance. With a “train the trainer” approach and constant monitoring,
the focus of APS's contact centers is always on the highest quality of support.
Desktop Streaming
In a complex, technical Windows XP environment, customer questions may require troubleshooting,
product repair, or user assistance from a remote service location. APS's desktop
streaming solution allows a Technical Service Representative to take control of
a customer's PC through the Internet and run programs, applications, or move files,
supporting both software and hardware to increase first call resolution.
Data Analysis
Helix application portfolio incorporates data analysis to better understand customer
behavior, customize service offers, increase revenue through services, and build
proactive marketing campaigns. Helix analytic solutions allow clients to excel in
making critical business decisions.
Functional Service
and Support Capabilities
- Case management
- Call tracking and escalation
- Call history/Event management
- Knowledge management
- Chat capabilities, facilitating live collaboration
- Dispatch capabilities, ensuring service and support work flows to the appropriate
service associate or Helix component interface for 100% ownership and customer responsiveness
- Support customizing and managing up-sell/cross-sell opportunities
- Return Material Authorization (RMA) issuance
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