Our Capability

Optimized and Automated Call Centers

OnviSource's call center applications support the entire call center operation. Our fully-integrated solutions combine IVR, Intelligent Call Distribution, Agent Transaction Automation, Customizable Call Scripting, Web Interface, Workforce Management, Quality Monitoring and Real-Time Reporting and Analytics to provide unprecedented automation and functionality for every aspect of the call center.

Hardware

Our technology-enabled environment makes it possible for OnviServ to make more
money for its clients and agents. Call handling tools like predictive dialing give
agents a chance to reach a greater number of contacts and generate more sales.

Our state-of-the-art telephony equipment predicts and regulates the number of calls coming in and going out to ensure that we always have the right number of agents available to serve your customers. Call traffic is continually monitored to avoid hold times, dropped calls and customer dissatisfaction.

Customer Interaction Management Software

Using OnviSource's proprietary technologies in data capture and analysis, OnviServ mines databases for relevant information to ensure that campaigns are targeted to a well-defined list.

Automation and optimization applications enable OnviServ to make contact quickly and with minimal errors, saving time and money while providing excellent service and a friendly interaction with your customers.

Scripts are integrated into the OnviCenter 6 performance-tracking software that pulls customer data and, if applicable, websites into the agent's workstation. The result is a structured workflow script incorporated with all of the information needed to lead agents through each phone interaction confidently.

Our Standard of Quality Business

When OnviServ delivers quality interactions, we retain your customers to grow your business and we'll retain your business to aid our own growth. Quality separates us from our competitors. Our quality assurance programs are the foundation of our promise of performance. More than careful planning, programming and even project execution, quality assurance is the proof of our success.

Our Quality Assurance programs ensure performance standards are achieved. We utilize advanced tools and systems to measure all aspects of agent performance during each customer interaction. We seek input from our clients to develop performance standards that meet their criteria.

While ongoing monitoring ensures we collect the appropriate measurements, subsequent analysis and reporting keeps us abreast of trends and customer perceptions. Real-time availability of call information and actual call recordings, allows us to make adjustments along the way to ensure we meet our goals and yours.

Measuring More Than Agent Performance

What's more, our Quality Assurance programs also enable us to review other systems, technologies and tools we have put in place to facilitate call distribution and promote agent and customer interaction. We're able to identify areas where additional training may be necessary, determine changes to scripting that may be needed or see where adjustments in call distribution can impact results.

The Most Recent Data When You Need It

Access customer contact reports 24/7 through our online reporting tool. A secure website enables clients to view call activity from their campaigns down to the smallest detail. Gather information according to specific dates, times, calls or call types.

• Live monitor calls in real time or review recordings up to one year later. Recordings allow you listen to customer's responses and valuable feedback.
• Recordings can be tagged with identifiers for easy search and playback. Notes and bookmarks can be added to identify specific phrases, subjects and issues within a recording.
• We will build a custom Performance Evaluation form for scoring agent performance and training purposes.

Generate historical campaign reports and retrieve trend reports or export data for use with your own internal applications. With our OnViews advanced reporting, you can track marketing efforts hourly or daily to assess the effectiveness of media or direct response campaigns while the campaign is ongoing.

OnviServ can provide the results of every customer care program at every phase of the campaign. Make determinations based on actual data. From improving conversion rates and generating up sell and cross-sell opportunities to increasing the number of calls completed to resolving issues that enhance customer satisfaction, OnViews provides the details you need.

Highly-trained, Qualified Agents Interact with Your Customers

At OnviServ, we don't take relationships lightly. Our clients trust us with their most valuable assets - their customer relationships. We honor that trust through programs that make the most of every call. From acquiring new customers to strengthening relationships with existing customers to reinforcing your brand to communications that turn the most casual contacts into positive experiences, OnviServ treats your customers with the same professional care and respect we show our own clients.

Hiring

Quality is the result of our proven ability to hire the best agents. Candidates are selected based on the specific traits, backgrounds and skills that have proven to be the most successful. Selection is determined by a series of skills-based tests using our automated application and testing solution, which measures an applicant's cognitive, aptitude, technical and analytical skills.

Training

OnviServ works closely with clients to understand their culture, style, products and services. We even examine each client's own hiring and training processes. We use this knowledge to create a customized program that reflects the unique characteristics of your company and meets the expectations of your customers. Our agents are selected based on their ability to meet these parameters.

Intensive instruction regarding the client's products, programs and culture complete the training. OnviServ delivers a knowledgeable team of sales and customer care agents who are qualified in their abilities, in their professionalism and in their performance.