If you aren't sure of how many calls your users (or customers) will generate, our Pilot Program can help. The Pilot Program provides a 60-90 day trial period in which your users (or customers) may access our help desk for 1st and 2nd tier support. This trial period will benefit both you and us.
We start with a collaborative best-effort estimate on what your monthly call volume is. There is no monthly minimum call commitment during the pilot. Then, over the next 60-90 days, we use our state-of-the-art help desk software and our phone system's call management software to track actual call volume and call statistics.
Following the Pilot Period, the actual call volume is compared to the upfront estimate and your contract's per-call pricing is adjusted accordingly to give you the fairest jump on your outsourcing experience. The call reports give you a clear, measurable picture of your call volume and the services you are outsourcing. And the call reports give us a clear picture on the service structure that best fits your needs.
We utilize a contract - otherwise known as a Service Level Agreement - to define the People, Processes and Technology required to fulfill your expectations. Here are a few of those terms:
Average Speed of Answer (ASA)
Abandon Rate (ABR)
First Call Resolve (FCR)
Once we begin to service you, we use our state-of-the-art help desk software and phone switch's call management system to assist us in measuring the call volume, call statistics and our performance against the Service Level Agreement.
Our help desk software provides trend analysis on call types, categories of calls, department/divisional breakdowns, and time to resolution, to name a few.
Our phone switch and call management software provides statistics on Calls Offered, Calls Handled, Average Speed of Answer, Abandon Rates, and Average Call Durations, to name a few.