With the various approaches to call center management and software that exist, it can be hard to know which one is right for you, not to mention what kind of support you need to really make it work for your business. You may also have experienced a circumstance where you wanted or expected a particular kind of support and didn’t receive it, which is disappointing to say the least, and perhaps even hugely detrimental to your company’s success. Here, MyCallCloud truly strives to set itself apart in the call center software it provides. We not only devote ourselves to being present and available to support you, we also customize our approach based on the needs you express. We have the expertise, the know-how, and the tools to provide efficient and high-quality call center software and support for you and your call center agents. More specifically, MyCallCloud’s exceptional telephony support comprises a combination of real-time data and analytics alongside the stability and wisdom yielded by all of our team members, who together have over 60 years of experience in the field. We also strive to push the envelope on innovation, and have kept pace with the rapid advances in call center technology by offering telephonic solutions via social media sites, IVR message blasting, direct messaging via Facebook, and cell phone voicemail delivery (NoDial), among others. Our focus on quality support threads throughout the services we provide.
3 Ingredients to call center software success, Training Support and Consulting
Have you ever signed on to receive training support for your business, only to find that it was incompatible with your organizational model? It happens more often than any of us realize, and wastes time and money, while also resulting in a misalignment of employee resources and organizational direction. Our approach to training involves the development of a delivery that is customized to fit your company and includes tracks for each call center role, agent, supervisor, manager owner and other related positions to the call center operations.
Our model for call center software support is classified as traditional, in that our customers tell us when they have an issue and we then take measures to solve it, but we focus so diligently on devising just the right solutions for our customers that we rarely hear from them, which is anything but typical or traditional. Our ticket resolution is complete and we offer tier-based call center management support services that allow you to select how much you want from us on an ongoing basis, while also being assured of round-the-clock emergency support every day of the year.
Some call center consulting relies largely on best practices to develop solutions; while this may result in advice that meets some of your needs, a “one-size-fits-most” approach can only go so far. Ensuring that analysis is conducted on the front-end and coupling learning from previous experiences with real-time data and information specific to your company are key to a positive consulting relationship and experience on both sides. We conduct overview analysis, ongoing agent and skills discovery, and work with measurable metrics to improve contact rates and provide a customized approach for all our clients.