Call Center Services Optimizing Each Customer Experience
a comprehensive line of Outsourced Call Center Services. Telephone,
Email and Chat Support are available 24x7 from our US Call
Centers. Our Contact Center Services consistently exceed expectations
through highly knowledgeable, courteous and professional customer
interactions efficiently delivered through our state-of-the-art
& Software Tech Support
Help Desk Services
Network Operations Center Support (NOC)
Sales & Prospecting
Retention & Recovery
Our Call Center Partners Can Expect:
Professional Call Center Services
As your Customer Support Center partner, Caleris will help
you retain customers and differentiate your products from
those who Outsource Call Centers overseas. Our US Call Centers
based in Iowa offer clear, concise, expert service with advanced
technology & proven methodologies resulting in efficient
Inbound Contact Services at a low cost.
Advanced Contact Center Technology
Integrated Telecommunication & technology platforms facilitate
efficient & reliable Customer Support. Software based
Automatic Call Distribution (ACD) systems immediately route
calls based on priority and agent skill level. Robust CRM
(Customer Relationship Management) ticketing system accurately
tracks customers and issues. Agents have a customized Knowledge
Base tool at their finger-tips for quick reference & troubleshooting
assistance. With three locations fiber optically networked
as one, Caleris boasts flexibility and redundancy. Our Advanced
Call Center Technology results in quicker calls & higher
first call resolution – leading to lower cost per incident.
We build a collaborative relationship with each Call Center
partner, establishing service expectations and goals, finding
the right intersection between contact service levels and
cost effectiveness. We track call patterns and issues, continually
providing feedback on trending issues and recommendations
for process improvement.
All partners have access to real-time contact data and statistics.
Our complete Call Center reporting packages, Remote Call Monitoring
service, and Quality Assurance team provide the assurance
that end-user needs are being addressed with the upmost efficiency
and courtesy. Customer satisfaction surveys are also available
to gauge perceptions of the end-user.
Because of our experience and infrastructure, Caleris can
offer our clients some of the lowest US Call Center rates,
competitive with Offshore Call Centers. When you consider
performance metrics such as call duration, first call resolution
and overall customer satisfaction, clients notice that cost
per incident with Caleris is much lower than with our competitors
in the US and abroad.
Flexible Call Center Options
Though Caleris can tailor an Outsourced Call Center strategy
unique to your company; our Contact Center Service Plans are
generally based on the following models:
Dedicated Customer Support
is a team of agents that is specifically trained to handle
your account exclusively.
Shared Customer Support
is a group of agents who meet a specific skill-set are cross-trained
to assist end-users for a variety of clients.
Dedicated Customer Support
in concert with off-peak Shared
Support assures that users are being supported