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How many years has
your company provided inbound & outbound call center services to
clients like me?
We've been in business since April of 1991.
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Can your call
center support calls from my potential clients 24 hours a day, 7
days a week, 365 days a year?
Yes, we have round the clock staffing, even on holidays.
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How many people do
you have on your current call center staff full-time and part-time?
There are currently 50 full-time and 30 part-time employees
comprising three daily shifts.
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How many calls can
you handle in terms of your equipment capacity and call volume?
Our Fujitsu 9600 switch and Intellicenter ACD can manage up to
2,000 simultaneous calls.
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Does your company
provide literature fulfillment services?
Yes, we provide broad array fulfillment services to our clients.
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Does your company
support any particular industry?
We are specifically geared for inbound order entry and outbound
telemarketing and market analysis campaigns.
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What type of calls
can your call center accommodate in terms of expertise and purpose?
The inbound division has strong support for order entry and
dealer location services. The outbound division manages lead
acquisition and controlled circulation managed.
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Do you have reserve
staffing available for immediate response to sudden surges in
program activity due to marketing campaigns?
Yes, we have a constant reserve of at least 10 employees who are
on call when we experience increased call volume.
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Can your call
center provide us with a dedicated staff of phone representatives if
the campaign demands it?
Yes, we can assemble a select team of individuals who will be
specifically trained to handle your needs.
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What long distance
carriers do you currently use for your toll-free telephone services?
We are currently using services provided by major carriers, such
as Global Crossing, Covista, and Verizon (Formerly Bell)
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What telecom
switching hardware systems are you currently using for call
distribution and management?
We are currently using a Fujitsu 9600 automated telephone switch
powered by an Intellicenter Automated Call Monitoring and
distribution system.
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Do you have a
programmer on staff?
There are currently two highly trained technical programmers on
staff available to customize our hardware and software to suit your
needs.
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What types of
training programs are your phone representatives required to
complete prior to being authorized to accept live customer calls?
Each CSR is required to undergo a week long training period,
before taking live calls for our client. The training period
involves call monitoring, random call scenarios, and coaching to
perfect customer satisfaction.
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Are your customer
service representatives required to continually familiarize
themselves with the active campaigns throughout the year?
Yes, there are biweekly staff meetings and individual sessions
where procedures and quality control issues are discussed.
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What level of
service can I expect from your call center?
Ark TeleServices is committed to providing only the highest
level of service to our clients. Our excellent reporting an
campaign management make us the best in the business.
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Do you have
multilingual capabilities or special language teams for handling
foreign-speaking customer service calls?
Yes, as campaigns may require.
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Do you currently
have call monitoring and coaching procedures in place to ensure the
highest level of customer satisfaction?
Yes, a team of specially trained supervisors provide constant
call monitoring and real-time coaching procedures.
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Do you have
equipment that supports real-time call monitoring capabilities?
Yes, our outbound division has a Viking call interception
system. Our inbound division also has sophisticated call monitoring
in place.
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Does your order
entry system provide real-time database driven on-line scripting
support for your operators?
Yes, our programmers are available to utilize active documents
and data access technologies such as SQL to provide scripting and
order entry support.
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Can your call
center provide daily calling reports including call volume, queue
times, abandon rate, speed of answer, and average call lengths both
in total and for all of our individual campaigns?
Yes, our ACD provides detailed reports for any campaigns large
or small. We can customize a report to deliver only pertinent
information to our clients.
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Do you currently
support data exporting via modem or internet-based media?
Yes, we currently support data exporting via the internet.
Information can be transmitted by email, through ftp, or live
real-time messaging. We also support direct modem or fax connection
services should your company desire this.
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How does your
company secure and protect the data and sales information for our
customers?
We have constant data redundancy in place using RAID
technology. We also provide database mirroring on multiple servers
and a stringent tape backup schedule to secure your data. We also
employ firewalls with the highest level of data security to prevent
your data from falling into the wrong hands.
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Will my company
just be another account number?
No, not at all, each client is assigned a unique representative
from Ark TeleServices to manage all of your needs and are available
to you at a moments notice.
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What is the
turnaround time for campaign setup, implementation, testing, and
reporting?
Campaigns are generally inserted into our systems within 48
hours. Implementation generally takes one day to complete. The
testing period may take up to 48 hours depending on the complexity
and difficulty of the campaign. Reporting systems can be put in
place within 24 hours of testing completion.
