iCall's clients include local, regional, and nationally recognized companies in many different industries. Whether you need customer support for your catalog, internet site, a marketing initiative, or technical support for a software program, we continuously work with our agents to the point you'll think they are in your facility.
Our center is completely integrated with skills-based routing functionality and we've successfully utilized it successfully in a shared environment to consistently deliver a low-cost, quality experience for your callers. This success allows us to direct calls or e-mails, based on reason, to agents equipped with the skill sets required to deliver a first-contact resolution to your customers.
This functionality reduces your operating expense by:
- Reducing the frequency of multiple contacts made by the same customer to resolve a single issue.
- Mitigation of internal or external call transfers to other departments, which puts your customer on hold and extends your call time.
- Improves customer satisfaction by having the issue reach the right rep, with the right skill sets, on the first try!