Contact Center Outsourcing
- People: Creating teams of Customer Service Representatives (CSRs) and managers that are efficient, high value and the best fit for the client business and deliver results.
- Execution: The demonstrated ability to scale operations (large or small) in a short period of time while minimizing impact to the quality of the customer service interaction.
- Results: Our focus is on the desired outcome of the customer interaction – be it information dissemination, qualification, sales or issue resolution. Our goal is achieving First Call Resolution (FCR) while delivering the best customer experience.
Why We Are Successful? We are…
Black Turtle Services is dedicated to maximizing performance throughout its operations. We ensure all metrics are aligned throughout the organization to drive a single focus on the same core KPIs. Individual performance is measured so each of our CSRs, supervisors and operations managers are accountable for their performance. We aggregate and measure performance data across the operations to pinpoint trends. We praise the positive trends and where there is opportunity, we make adjustments to process, training, and other program-level variables to reduce handle times, repeat calls, and errors while increasing customer satisfaction.
- Multi-Channel Contact Center Operations
- Customer Self-Service and Contact Center Automation
- Customized Reporting and Analytics / Business Intelligence / Dashboarding
- IVR / ACD / Work Force Management
- Inquiry Response – Phone and email
- Web Chat
- Written Correspondence
- Social Media Services
- Bilingual Capabilities Across Channels
- Internal Help Desk (e.g., IT, HR) Start-up and Operations
- Independent Quality Monitoring
- Customer Service Business Process Analysis
- Web Self-service Design, Delivery and Maintenance