Capabilities

Every day, call center employee availability places your organization at risk.

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FMLA, vacations, training, system upgrades, hiring cycles to name a few, impact meeting customer demands on a daily basis.

It is the nemesis of call center managers across all industries. When response time is critical, immediate access to trained, professional resources is the difference between meeting customer expectations and getting negative reviews on social media or running afoul with regulators.

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Active TeleSource is the industry-focused customer service partner that flattens out employee shrinkage to meet a high expectation customer experience. As the vendor-partner of award winning companies, Active TeleSource is a flexible solution for overflow management that supports business continuity and mitigates employee-staffing risks on your organization.

Active TeleSource provides services to meet these call center challenges:

Platform Transition and Stabilization

When organizations choose to migrate their technology platform, a myriad of challenges emerge. New training requirements, increased customer handling times and the potential for negative customer experiences are all part of the transition equation. Active TeleSource can bridge the transition gap with experience in SAP®, Oracle®, Banner® and other legacy systems. See Spotlight: Platform Transition. 

Virtual Customer Care/Social Media Monitoring

Providing care at any point of communication is a vital part of great service. Social media channels such as Facebook and Twitter have evolved to dynamic customer care communication delivery systems. Active TeleSource has the service personnel who use these channels as an effective method of delivering high-quality customer care. 

Analytics

Measurement and reporting is a blend of science and technology. Active TeleSource tracks and documents all elements of the customer interaction and offers standard and customized reports that provide detailed insights on program performance and adherence to quality.

 Schedule and Data Management

Government and Community Action Agencies are dealing with shrinking budgets and limited resources driving the need for solutions that reduce administrative costs. Active TeleSource has developed a hosted software and IVR solution that automates routine activities including pre-qualifications, scheduling, customer inquiries, and customer data exchange – significantly reducing staff time for back office tasks. Our LIHEAP Scheduling and Management System (LSM) provides Utilities and CAA’s a unique and affordable appointment setting and data management solution that improves workflow efficiencies for staff and customers. Optimized for Energy Assistance programs, learn more about our services at Utilityappointment.com.

Custom Payment Solutions

With more than one million payment transactions processed, Active TeleSource payment solutions have been developed and customized to meet the specific requirements of regulated industries without the need for expensive hardware acquisition or software licensing. Our real-time payment solution provides insights that impact workflow and drives instant decision-making that informs account treatment.