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Technology
In addition to our People being critical components to our success, Technology is just as important. Without the proper infrastructure OLS would not be able to provide quality Customer Service.
OLS continuously strives to provide the best technology to meet or exceed your expectations. In many instances you drive our solution, whereby we utilize your processes and procedures, specific technology and telecommunication methodology. In other scenarios you may look to us for assistance in assessing, recommending and implementing a solution from end to end.
Whatever the situation, OLS has built a reputation on being flexible and scalable and OLS will work with you in a partnership approach to provide the right solution, combined with the right People, to meet and exceed your expectations.
Aside from any specific client requirement, OLS has standardized on several technologies for providing quality Customer Service. OLS utilizes state of the art Avaya PBX systems to handle calls, which allows skill based routing, computer-telephony integration (CTI) and next available agent functionality to lower call handle times.
OLS also utilizes industry standard Call Monitoring Solutions, such as NICE, which allows for quality control and liability concerns to be easily satisfied. Calls can be recorded and graded, or can be listened to real-time.
From a topology perspective, OLS has dedicated broadband connections, and redundant backup network feeds which minimize downtime. All call centers are inter-connected via wide area network extensions to allow file sharing from all call centers.
Tangent to industry based solutions OLS has also developed several in-house tools to assist you with your Customer Service requirements. From a flexible Customized Reporting Solution; Human Resource Development Database; Coaching Database; Quality Assurance Database to a Web Based Ticketing System, our People continuously strives in the development and delivery of technologies to meet your needs. |
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