Complete Customer Care solution; includes fully branded telephone, email, and live chat support tailored to your specific contact center needs. Recommended for Sales, Retail, Tourism, Fulfillment, Financial, Education, Insurance and other industries.
Organizational Capabilities
We are an experienced company. We have processed over 4 million client requests. We employ 21 managers, dozens of supervisors, and over 200 representatives committed to fulfilling your clients every need. We have 3 call centers providing English and French support to over one hundred businesses.
Advantage Communications is situated in Eastern Canada. This makes it possible for us to attract a knowledgeable labor force at an affordable rate to you. Eastern Canada is the fastest growing region for contact centers in North America. Our employees are paid a competitive industry wage and are hired from wholesome communities. When your clients contact us they will be greeted by a happy representative.
We own a carrier-grade PBX (Telephone Switch) with powerful call processing features. This allows us to staff up to 2,000 simultaneous employees and process 100,000 calls an hour. We made the investment in our technology and employees so you don’t have to.
Account Management and Start-up
We can setup new accounts in typically less than 7 business days. Our speed to market makes it easy for you to transition to Advantage. We will assign you with your own account representative which will guide you through all the steps of introducing your organization to ours. We’ll take care of the documentation our staff will require and answer every call with your brand name.
Service Levels
We will provide you with a service level which suits your business needs. Choose our most popular choice and we’ll answer 80% of your calls within 20 seconds. Look at our pricing options to choose the best option for you.
Marketing and Promotion Support
Never miss another sales opportunity again. Our sales representatives are available around the clock. We will design custom reporting to suit your marketing strategy. Using our reports we will tag each call by its corresponding marketing campaign. Allowing you to maximize your ROI.
Reporting
When you signup with Advantage Communications we will provide you with the reporting you need. We’ll put you directly in touch with our operations and development team to provide you with the best solution possible to meet your requirements. You’ll of course receive all of our generic reporting including SLA reports, Top 100 Callers, Call Category Drill Down, Incidents by Date, and more.
Agent Training & Development
Our customer support representatives receive two weeks of training and our technical support specialists receive three weeks of training as they are hired. On going developmental training is provided on individual representatives needs. When we find development opportunities with our team we’ll take every opportunity to mentor our staff.
If you offer a complex service solution you will have the opportunity to train our trainer. This is a very cost effective way for you to bring our team up to speed with your product. If you would like a more hands on approach on the site training is welcome.
|
Quality and Monitoring
Listen to calls live or browse our online Quality Control application. We let you in to observe exactly how we monitor and qualify our staff. You’ll be able to see how we score our agents and listen to the call. Each of our agents receive 3-5 monitors per week and are mentored accordingly in order to provide your business with the highest of customer care.
Pricing and Pricing Models
Advantage Communications is not the cheapest outsourcer on the market. When you outsource with Advantage you will receive quality customer care. We aim to make every customer happy and to expand your business with every opportunity available to us. Our goal is to provide you with the best customer experience available. Read our service pricing for complete details.
System Features and Components
Each of our contracts includes access to Resolve Helpdesk, our very own CRM solution. Built on a .NET framework and SQL database we have designed a flexible online application to record the history of your customer's calls. Using it you will be able to track how many calls have come into our center, what types of calls took place and tracks our SLA. At Advantage Communications we know your customers are important to you and we make every effort to give you as much data as possible to help you track your business trends.
|