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The need to address first time site visitors and/or existing clients with "live" services is today's most pressing issue. It is widely agreed that organizations distinguishing themselves in terms of customer care will be successful in the new Internet economy. With over nine years in the customer contact industry, Direct Call of America is uniquely positioned to establish, maintain and grow our client's customer base.
Telephone
We utilize the most sophisticated call processing system available. The data directed call routing can immediately scan available CISs and route calls to the most appropriately skilled CISs. Customer Interaction Centers are linked via dedicated T1 lines for virtual performance with distributed across the major telecommunication carriers. This provides outstanding service levels and a secured Disaster Recovery Plan.
Custom E-mail Response
Direct Call of America offers Custom Response Solution (CRS) services as an alternative to automated e-mail response, or for those inquirers whose questions were not answered to their fullest extent. Our system automatically routes inbound customer e-mail inquiries to the most appropriate CIS. The system then suggests appropriate answers to facilitate a fast and accurate response from the CIS.
Direct2BCalled™
Website customers or prospects are able to enter their 10-digit telephone number onto your Web site and immediately receive a phone call from one of our skilled CISs. At this point, our CIS can utilize our page pushing service to direct your customers' screen and interactively respond to their question.
Direct2View™ and Direct2Speak™
(Live Video Interaction and Voice over Internet Protocol)
On the leading edge of customer interaction services, Direct Call of America now offers Video and Voice over IP to our clients. This technology assures that we stay ahead of market demands, as multimedia capabilities of the Internet expand. Your site visitors can be one click away from seeing and speaking with a live Customer Interaction Specialist.
Direct2Chat™
(Instant Messaging)
By clicking on a customer service or help icon, your web site visitors can get immediate, live assistance by engaging one of our live Customer Interaction Specialists. Our CISs are custom trained specifically for your application. CISs have expertise in a variety of applications including customer care, technical support, help desk, order processing and sales.
Page Pushing
To enhance your customer's experience, our CISs have the ability to "push" pages of information. For example, if a site visitor is looking for a particular product or service, our CIS can instantaneously take over the visitor's browser and direct it to the appropriate URL.
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