Services

 

Senture is a trusted provider of multi-channel contact center and data management operations for agencies across the U.S. Federal government and for commercial organizations.

We combine industry best practices, the right technologies, a high-quality workforce, and proven transition and training approaches to improve customer satisfaction while reducing costs.

Features of our multi-channel contact center services include:

  • 24/7 live customer service representative (CSR) and interactive voice response (IVR) support;
  • In-bound and out-bound services;
  • Knowledge management systems for IVR- and Web-based customer self-service;
  • Image-based correspondence processing and workflow systems;
  • Multi-language support; and
  • Services for the hearing-impaired and others with special accessibility needs.

Technology

From the servers to the contact handling infrastructure to the desktop, Senture has smartly integrated leading technology that will easily scale as the company grows. Our approach is to place the latest in technology and equipment in the hands of proven IT professionals to ensure the highest possible service levels are achieved.

Continuity of Operations  

The Senture Network Operations Center is a highly secure, climate-controlled area with power sources conditioned through Liebert in-line power conditioning and battery backup stations. Two Kohler diesel generator provides complete building power backup with a 24+-hour fuel reserve.Security

Security  

Physical plant and data security is paramount to most Senture clients.  As such, Senture takes this security fiduciary responsibility seriously.  Senture has made significant investments in physical and data security, and is compliant with HIPAA and NIST 800-53 standards.  Our security systems are internally and externally audited for compliance routinely, and our security team constantly monitors for any indescrepancies.Due to the confidentiality requirements of many customers, Senture places great emphasis on physical and data security. The primary concern is to eliminate the threat of unauthorized entry into facilities. This goal is accomplished with a personalized proximity credential access control system utilizing a combination of badge readers, keypad access, and video surveillance.

Staffing  

As the local “employer of choice” in our areas, Senture is able to routinely attract qualified, experienced personnel.  This enables us to maintain a large pool of qualified individuals for our clients.  Senture’s application-to-hire ratio is 32:1, with only 13% of those interviewed being hired.   We’re selective about whom we hire and thereby ensure our clients of top shelf talent for their project.  Senture’s Operations area is staffed by individuals with more than 32 years combined experience in call center operations, quality assurance, and execution. Our Quality Assurance team has experience in multiple industries ranging from start-up implementations to mirroring existing processes to meet specific client demands.

Training  

Senture excels at training.  With dedicated, highly effective trainers and training methods Senture can quickly and efficiently train agents on the most difficult of projects.  A detailed training schedule is developed in conjunction with each customer to ensure proper knowledge transfer before the project begins. The length of classroom training varies, with some client training involving four weeks and other, more scripted training, involving only three daysQuality

Reporting

  Senture can provide a multitude of reporting options to its clients, including standardized system-level reports to customized ad hoc reports.  Flexibility is the key to reporting and Senture systems are designed with that in mind.  Our technical and project management teams work closely with our clients to define reporting needs then deliver on them