ManPower Hosting provides an integrated platform for all customer interactions. From email and chat to inbound and outbound telephone calls, all contact points are routed to the appropriate party. Once an agent receives a customer, the agent accesses your company knowledge base, which tracks solutions to similar problems. If the problem can be solved using your company knowledge base, then the solution will be presented to the customer. If the situation cannot be handled, it is escalated to the client. Any new solutions are entered into the knowledge base, so the program will operate more smoothly over time
Technology platform
The HalSYs contact center uses the latest in voip technology. Our current configuration will support up to 150 seats. The telephone soft switch uses the broadsoft voip software and is connected to the Level 3 telephone network. The switch is located at 700 Wilshire Blvd, close to West Coast node of telephone and data connections. This location provides easy access to telephone networks across the United States. The India to US connection is made over the public Internet using a GRE connection, which creates a virtual point-to-point link between India and Los Angeles.]
Redundant Infrastructure
To ensure quality service, our infrastructure is set to recover from any failure do to power or Internet connectivity. Quality power is ensured through battery back ups designed to support up to 50 workstations for two hours. This system is backed up by a diesel power generator, which automatically starts when a power failure is detected. Internet connectivity is ensured through the use of three redundant internet paired with a load balancing router to reroute traffic in the even of failure over one of the connections
Voice Training Program
Chennai is India’s leading city for call center related activities. The reason for this is Chennai’s vast educated labor market, supported by hundreds of colleges in the local area. Candidates are first pre-screened. We generally select candidates with degrees in English or Social sciences, rather than engineering. These candidates are then sent to a specialized training school to learn speak with a neutral accent and to learn basic telephone etiquette. Once the candidates are prepared, they begin our program specific training before they begin servicing an account
|
