Outsourcing and Customer Support Services
Answer2 is conveniently located in both California and Florida to provide you with full redundancy in the event of a natural disaster. We have redesigned our Santa Ana call center facility to further accommodate the growing demand for customer support and outsourcing services.
Answer2 now enables a company to outsource a portion or all your customer service needs by providing the infrastructure, training, Human Resources management, and quality assurance; in an effort to facilitate a total seamless integration of corporate culture, data systems, and program management.
Currently, Answer2 is contracted by several large corporations providing outsource services pertaining to customer service support. Initially, Answer2 started by performing mass messaging services to assist in reducing hold-times during peak traffic periods via ACD call vectoring. Answer2 began identifying specific traffic integers (through reporting vehicles) that we thought we could handle for our client if allowed to access their mainframe database. Naturally, they were extremely hesitant citing security and proprietary systems and software concerns. However after time, and partly due to the success of their product lines, Answer2 proved its ability to deliver service levels beyond established benchmarks. As a result additional firms decided they would try this relatively new concept.
As such, Answer2 was granted limited access to their mainframe using dial up token ring connectivity. Answer2 engaged dedicated Customer Service Representatives specifically trained (by these corporations) to address account status, and to perform pricing quotes. This was not your run-of-the-mill client retention or lead generation service Answer2 is providing actual real time customer service. Our client had seemingly just acquired an off-site customer service unit which has performed just as competently, if not more so, than their own customer service unit. Needless to say, the success of this program and the ease of integration has resulted in Answer2 acquiring several other internal departments within these corporations.
Answer2 now recognizes that outsourcing will become a large support mechanism in corporate America. Particularly with new start up firms whose resources are better allocated elsewhere then to set up their own call centers, hire staff, train, and supervise agents.
Answer2 can now handle these tasks expeditiously. We have the experience, the staff, and technology needed to spearhead these ventures.
2417 NW Pine Ave Ocala, Florida 34475
Phone: 352-402-9300
Toll-Free: 888-ANSWER-2
Fax: 352-401-6623
sales@answer2.com