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Testimonial
#50:
Hyatt Legal Services
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"When Hyatt Legal Services began working with a predominantly Spanish-speaking client, we quickly turned to MVD to add a Spanish 800 line to our 40-agent call center. During the project, Andy Backs from MVD decided to dig a bit deeper and assess some other parts of our call center that needed a tune-up. Those included improving our call flow as well as creating new, emergency-related voice messages in the event of a crisis. I wouldn't have even considered those improvements before.
All of their recommendations went above and beyond the original project scope. This showed me that MVD really cared about our customer-service procedures as a whole. That's what impressed me the most. They also helped bring to life some of the built-in functionality behind our system that we had never tapped into before.
Thanks to MVD, Hyatt can service all of our in-bound callers a little more effectively and efficiently - no matter what language they speak."
-- Chris Thomsa
Director of
Client Services
Hyatt Legal Services
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Your communications system will only
be as powerful as the functionality behind it...and your employees’
knowledge of how to best utilize it. MVD realizes that people
make today’s technologies pertinent and valuable. If
your company has new communications goals to reach, but doesn’t
know how your current technology matches up to those goals,
we can help.
Consulting
MVD business analysts & subject matter experts can explore
your company’s new requirements and then compare and
contrast that to your current environment. You’ll walk
away with a clear understanding of what solution is needed
to achieve your goals (and what’s already working just
fine). Some areas of consultation services may include:
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Call Center tune up – evaluates
current design and routing plans for maximum efficiency |
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System audit – identifies
components that may not be performing at optimal rates |
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Telecommunication expense audit
– analyzes call routing structures to determine
least cost scenarios |
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Third party evaluation –
MVD serves as a disinterested third party to review
the work of others |
Training
Productivity gains of new technology
are directly related to the training users receive on the new
technology. MVD offers on-site training for those looking to
achieve a 20-40% faster ramp-up time. This allows users to get
acclimated to the actual systems that will be used in production.
Here, questions are answered in a group environment and hands-on
interaction between teacher and user accelerates the learning
process. Training is a critical factor to any successful implementation,
and many companies rely on us for on-site training to ensure
that success.
Training is usually conducted by MVD subject matter experts
or engineers. It can last a few hours or a few days, depending
on individual preference. MVD also offers computer-based training
and classroom training for administrators and supervisors.
On-site Technicians
At times when your I.T. staff needs assistance, MVD can provide
on-site technicians to augment your staff, take ownership of
tactical day-to-day operations, or support an MVD outsourced
service. Your requirements may be project-based or of a more
permanent nature. In either circumstance, MVD technicians are
experienced and well trained. Samples of how an MVD on-site
technician may be of assistance:
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Handling moves, adds, changes and
deletes (MACD) |
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Assistance in service ticket request
completion |
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General support of your in-house
telecommunications team |
MVD’s technicians can be acquired for both part-time and
full-time assistance, half-days or full-days. By utilizing our
technicians, you can focus on strategic business objectives
while eliminating human resource concerns such as benefits,
vacations and turnover.
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