Post on 05-Aug-2015
transcript
Solutions to extend your global enterprise.
Executive OverviewContact Center Services
Solid, Stable History with Growing Client Base
Part of the INS Family of Companies Broad footprint, redundant service and backup Over 70 clients by end of 2014 Supporting customers in North America for over
18 years Multi million customer contacts annually Innovative and outcome focused solutions
Customer Care• Multi-Tier, Multi-Channel• Inbound/Outbound Support• Customer Retention/Save• Warranty Support• Loyalty & Rewards• Customer Satisfaction
Surveys• New Product Education• Account Management
Enterprise IT Support• Depot & Dispatch• Escalation & Correlation• Web-based Service• Resolution & Reporting• Change Management
Customer Acquisition• Account Activation• Outbound Sales• Lead
Generation/Qualification• Customer Retention• Save• Win-Back• Campaign Management
Consumer Technical Support• Multi-Channel• Hardware/Software
Support• Installation & Operation• Web Application Support
Comprehensive customer lifecycle services 24x7
Integrated Delivery Support
Services Well Beyond the Contact Center
Services Well Beyond the Contact Center
Customer Care
Multi-Tier, Multi-Channel Inbound/Outbound Support Customer Retention/Save Warranty Support Loyalty & Rewards Customer Satisfaction Surveys New Product Education Account Management
Services Well Beyond the Contact Center
Customer Acquisition
Account Activation Outbound Sales Lead Generation/Qualification Customer Retention Save Win-Back Campaign Management
Services Well Beyond the Contact Center
Customer Technical Support
Multi-Channel Hardware/Software Support Installation & Operation Web Application Support ISP Support VOIP Support Web Content Moderation
End-user customersatisfaction survey
resultsconsistently 90-95%
Services Well Beyond the Contact Center
Enterprise IT Support
Depot & Dispatch Escalation & Correlation Web-based Service Resolution & Reporting Change Management
Proven Results
Benefits of Partnering with Caleris
Enhanced customer loyalty through carefully managed product and customer lifecycle
Strategic alignment to your business through diverse footprint and sourcing methodology
Flexibility to accommodate changes in your business by quickly ramping complex projects
Consistency in delivery of service excellence as a result of our commitment to quality and global processes
Growth potential with a proven partner who has industry expertise and track record of long-standing business relationships
Newton, Iowa Contact Center
42,000 square feet Capacity for more than
900 agents Located in the former
home of Maytag Appliances Superior built-in redundancy, generator and UPS backup for network operations
Equipped with conference facilities and training facilities
Experienced management
Marshalltown, Iowa Contact Center
20,000 square feet Capacity for more than 200
agents
Onsite generator backup Equipped with conference
facilities, equipment lab, training room
Highly experienced contact center managers and training manager
Community Colleges and Universities nearby
Jefferson, Iowa Contact Center
10,000 square feet Technically savvy agent teams with consistent record
of meeting every client metric Low agent attrition Highly experienced front-line
supervisors Onsite generator back with full redundancy
Manning Location
10,000 square feet Highly experienced staff
averaging over 4.5 yearsCaleris employment
Full redundancy with generator backup 1500 sq. ft. fulfillment center Storage areas for advanced replacements
Ease of Outsourcing
Outsourcing to Caleris means relinquishing the headaches. We have the resources to
cure them, and more importantly, the awareness to prevent them.
Personal Investment
Your goals are our focus. Every day. You won’t get lost in the shuffle here.
Borderless Technology
Caleris was founded to be a world leader in customized technologies.
Whatever your goals, we can the build tools necessary to achieve them.
Com
Low Turnover, High Expertise
Caleris leads in low attrition. Our
longer agent tenures result in
better, more consistent brand representation for our clients
Caleris Commitments to Our Customers
Commitments
Measurable Benefits of Partnering with Caleris
Increased brand awareness and customer satisfaction by working as your brand advocate
Improvements in call-handling efficiency(through custom technologies)
Reduced personnel costs (through control over re-train-rehire-retrain cycle)
Reduced IT expense Reduced service disruptions and downtime
INS Family of Companies
INS is a BPO providing HR, IT, Telecom and Contact Center outsourcing nationally.