Caleris · Your Partner for Outsourced Helpdesk & Technical Support, Customer Care & Fulfillment Services.

"Everyone that I talked to was very helpful. Your people keep very good notes. The different people I talked to were able to read notes on previous calls and continue as if it was the same person solving the problem. Thank you."

Actual Customer Quote

OUR APPROACH
Our approach is to satisfy our clients and their customers on every level. From our advanced communication systems and knowledgeable staff to collaborative partnerships and performance metrics - our methods keep your customers satisfied and contribute to your profitability. The following aspects of our service help us provide superior service.

Communications| Staffing | Partnerships | Performance

COMMUNICATIONS
From customer interaction to documentation to learning tools, we have all the systems in place to ensure effective end-user support and customer care.

		Methods of Communication
		Dedicated toll-free telephone and voice mail Email IVR (Interactive Voice Response) Live Online Chat

		Telephone Systems
		Advanced Telephone Menuing System (XMU) Automatic Call Distribution (ACD) Advanced Voice Mail Capabilities

		Customer Relationship Management System
		Representatives use the system to document customer interactions. The information assists agents with problem resolution during future callbacks. Issues are categorized for clients to help identify problem areas. Clients have web-based access to monitor trouble tickets at any time and can generate statistical reports instantly.

		Additional Communication Systems
		Intranet Knowledge Base Remote Silent Monitoring System Monitoring

STAFFING
Employee engagement is a key to our success. When our agents care, your customers know it. We've developed processes and policies to keep our staff interested, resulting in low turnover and high job satisfaction.

		Hiring & Training
		Rigorous selection process to identify & assess candidates 90-day initial training period Classroom training Supervised telephone time Mentoring & coaching Testing

		Training Topics
		All hardware, software & connectivity components Telephone & CRM systems Troubleshooting techniques Customer service skills & issues Technical support skills Client-specific metrics

		Ongoing Employee Involvement
		Employee developed training programs Decision making & problem solving Sharing of techniques Weekly team meetings

		Acknowledgement
		Daily, weekly, and monthly productivity measurements Recognition for exceeding performance expectations Monthly employee appreciation events Annual employee satisfaction surveys

PARTNERSHIPS
Superior customer satisfaction is a direct result of the collaborative partnership we create with our clients. You may choose to operate your helpdesk based on Caleris' already-established standards and service levels or you can design a customized program with us.

		Service Levels
		We’ll help you define service levels that meet your end-users’ needs and help you control costs. In other words, we’ll help you find the right intersection of price and service offered. Among the variables you can define are: Percentage of calls answered. Time to answer. Call duration. Performance Expectations. Before Caleris “goes live” with your account, we’ll work with you to determine specific processes for escalations, communication, network monitoring, outages, etc. Together we’ll determine how specific, common problems are to be handled. Along with the service levels you establish, these processes constitute the expectations we’ll strive to meet.

		Training
		As part of pre-launch activities, we partner with your own technical and customer-care staff to make sure our agents are trained in all the specifics of your account – including technologies, customer approaches and special circumstances.

		Communication
		Ongoing communication between Caleris and your engineers & customer service staff are key to success – yours and ours. We’ll help determine effective communication channels and strategies. When we know your plans, such as acquisition of a group of customers, new products, equipment upgrades, etc., we’re ready. When we know what problems your users are encountering, we can address them. Through open communication, we ensure the highest level of customer satisfaction & retention possible.

PERFORMANCE
Satisfied, involved employees deliver superior levels of performance - keeping our clients and their customers satisfied. We not only claim to provide high levels of service, we prove it to you through surveys and statistical reporting.

		Satisfied Customers
		There’s only one-way to know how customers perceive the quality of the service they receive -- ask them! And we do, once every quarter with an easy web-based Customer Satisfaction survey. Your customers will appreciate the opportunity to tell you what they think. And we use their feedback to improve service – both by solving problems that may arise and by asking customers what’s most important to them. Satisfied customers are continuing customers, a benefit to your bottom line.

		Satisfied Clients
		Our agents know the detailed expectations of each client. They receive daily, weekly and monthly reports of how well their team is meeting those expectations. Their own performance goals reflect client expectations, with both team and individual performance measured against the goals. We report to you, every month, how we’re doing against the metrics we’ve agreed to meet, providing customized reports that allow you to monitor our performance and determine areas of your own operation that could be strengthened, based on the reasons your customers call. A satisfied client is a continuing client, our goal in partnership with you.

		Employee Recognition
		We involve our representatives in client goals and performance reporting. Our agents strive to exceed the expectations of each client and meet personal performance goals. Employees who are performing exceptionally are openly recognized for their achievements. When agents strive for excellence, our customers and their clients benefit.