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Having a more efficient call center can reduce operational
costs and increase customer retention. It can also improve
productivity and reduce overhead -- whether you’re a
small business who has two employees answering customer calls
or a large firm with 300 trained agents.
Range of Services
MVD’s expertise includes both traditional call centers
as well as multi-channel customer contact centers that often
handle correspondence via phone, e-mail, web chat, IVR and
fax. Specific services may include call center tune-ups, service
level attainment consultations, software purchases, implementation,
integration services (for integration with third party database
applications), training and ongoing support. The magnitude
of the work can be as sweeping or as specific as you need.
Benefits/ROI
Here's what MVD's Call Center expertise can do for your business:
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Improve customer satisfaction and retention |
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Provide the ability to identify VIP customers on
incoming calls |
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Better prioritize and route calls |
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Improve average speed of answer |
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Improve average speed of call completion |
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Reduce call abandon rate |
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Evenly distribute inbound call activity |
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Identify the best match rate between caller and
agent |
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Improve staff retention and morale |
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Provide improved tracking measures that can assist
in scheduling and forecasting resource needs |
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Reduce phone charges |
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Re-allocate human resources |
Which Companies Can Benefit?
Companies with mid- to large-sized
call centers are obvious candidates for improvement. But recent
software price points have allowed even small businesses to
adopt a better approach to fielding customer calls. (So even
if you’re a small company who doesn’t have an
official “call center,” you’re still in
a great position to improve incoming and interoffice call
efficiency.)
Customers Who We’ve Helped
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BMW Financial |
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Clopay |
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Grange Insurance |
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Interlott Technologies |
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Nationwide Insurance |
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Old National Bank |
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Paxar |
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Monarch Marketing |
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Shopsmith |
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Technicolor |
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The Gap |
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The Iams Company |
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The United Way |
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Victoria’s Secret |
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