InCall WorxWhen your company’s reputation and profitability is at stake, Northern Worx knows we cannot go wrong in handling the most critical part of your business – customer management.
Inbound Call Center
Customer Care that Makes Customer Care
When your company’s reputation and profitability is at stake, Northern Worx knows we cannot go wrong in handling the most critical part of your business – customer management.
As you entrust your business to Northern Worx, you are working with a team who takes care of your most valued customers genuinely, person to person. Whether through voice calls, web chat or email, we add the elusive sincerity into the human touch to keep your customers absolutely loyal and coming back for more.
Northern Worx ensures that our agents respond to each and every query promptly and in the most professional manner, be it over the phone or through the internet.
Performance enhancing tools
For inbound campaigns, Northern Worx deploys a cutting-edge call processing system that allows full client monitoring and provides agents with performance enhancing tools including:
- Full recording of call transactions and screen captures of internet transactions.
- Real time monitoring of agents.
- Displaying a script for the agents to read while taking a call with fields like name, address, etc. already filled-in.
- Logging call times, call status and agent time breakdowns.
- Transferring calls with customer data to a “closer” through the local system or a remote server.
- Configuring the system to distribute calls differently for each campaign with criteria such as the most recent agent assigned to the caller, etc.
- Faster disposition of calls for agents through key-binding (HotKeys).
- Load balancing across multiple inbound servers.
- Generating real-time agent activity or performance reports using a web-based application.
- Administration of the call center through a web-based application.