Contact Center Services
Our premier contact center support improves your organization's communication
with customers by carefully integrating all interaction touch points—telephone,
correspondence, e-mail, the Web—so customers receive consistent and accurate
information across all channels. Senture uses the latest technology, combined
with a superior personal touch, to deliver high-quality, accurate, and timely
responses to customers. Our highly trained and motivated staff makes the “difference” for
us. On average, a Senture CSR has four years of call center experience.
Customer Care
Conventional wisdom dictates an organization must have satisfied customers
if it is to survive. Achieving customer loyalty is an ongoing journey, not
a destination. Our personal-touch approach, coupled with a trained and dedicated
CSR staff, assures our customers a positive experience on every call. The
end result is tremendous customer loyalty and a sustainable competitive advantage. Your
customers WILL be impressed by the personalism and warmth of each CSR response—you
will, too!
Data Management
Although our objective is to provide our clients with the best possible data
management reporting—the ultimate goal is to provide data gathering
initiatives that will help the client maneuver the business to greater economic
heights. To enable Senture CSRs to share the most current, accurate,
and complete information with your customers, we offer data collection (using
field representatives if needed), data capture (through one of the nation’s
largest data capture firms), database design, and database management. Also,
efficient access tools are incorporated into the design so user groups can
access the data from the contact center, web site, and other channels. Once
again, the systems and support staff have an average of 15 years of experience
in providing sophisticated data management solutions for a host of organizations.
Web Site Design and Support
Today, many people prefer to contact corporate or government entities via the
web. That's why we offer complete web services as an integral part of our
contact center operations. We can plan, design, and build a site for
you, or integrate your existing site into our contact functions. Our staff
can also manage content and provide web site maintenance as needed. Discover
the web and utilize it to make your business successful. Remember—your
customers will appreciate the responsiveness full web integration allows
and you will appreciate what it can do for your bottom line!
Report Generation
Interpreting call center results is often what provides the value-add for the
client. Our ability to “manipulate” the data and draw meaningful
conclusions about the results clearly sets us apart as “call center
professionals.”
Before we go live, we set up the processes (with your input, of course) to
generate the kinds of reports most useful to you. Our systems will track contacts
multiple ways, including by source, type, information category, or caller characteristics
(e.g., gender, age, new/repeat caller, etc.). From those reports, our
objective is to provide invaluable information about each call, while developing
new revenue-generating ideas for your organization.
Marketing Support
At any point in the process, we are happy to review your marketing objectives,
strategies, and tactics, and help you develop more effective marketing collaterals. For
example, Senture’s on-hold messages can be customized to work in conjunction
with your marketing objectives. Additionally, Senture can provide proactive
fulfillment-related services—including fulfilling literature requests,
sending customized letter/postcard mailings, and maintaining your mailing
databases.
Our 80,000 square-foot temperature-controlled warehouse offers the best possible
warehousing support services. Our warehousing capability lends itself to supporting
fulfillment and related order processing activities for our clients. Our
staff’s experience includes order taking for a multitude of industries
in the commercial sector. Contact us for all your catalog order taking
needs.
Outbound Contact Center Services
Our CSRs are trained in providing outbound contact center services as well. Invaluable
functions to assist in marketing activities include: lead generation,
customer service, and a host of other related marketing development activities
tailored to suit your business. For example, a managed care provider
may ask us to call physicians with member benefit updates. A tourism agency
may want us to alert tour operators of special events via U.S. mail or e-mail.
Additional outbound calling services extend to the political arena as well. Using
predictive dialers, as well as the latest calling software, has allowed us to
provide calling support for Congressmen for “special issue” differentiation
calls, as well as get-out-the-vote calls during crunch time. Our ability
to place 16,000 two-minute calls every hour with our Nortel 81C switch gives
us incredible calling capacity—particularly during peak periods such
as GOTV.
CASE IN POINT:
Trucking for Homeland Security
CASE IN POINT:
Putting 511 to Work for Tourism
