Our full suite of customer interaction management services include:

Live Chat
callcenter.com enhances your ability to respond to customer inquiries in real-time while the customer is navigating your web site. When the customer "clicks-to-chat" our agents are there, ready to respond in a two-way written dialogue. Through extensive product and service knowledge as well as technology that enables branded messages to be displayed instantly, our agents are able to emulate your corporate identity and culture. Our extensive training and e-Certification program produces professional agents whose typing skills are quick and whose written content is accurate, concise and focused on the customer inquiry. The resulting "chat" is truly a written conversation. Live agent chat is quickly becoming an expected convenience for online visitors, and callcenter.com can be up and running on your web site within days.

Web Collaboration
callcenter.com helps your customers navigate your web site by "co-browsing" with them. Our specially trained agents can "push" specific web pages to the customer and help guide them through your site, locate the requested information and complete on-line forms or any other applications that will facilitate a completed transaction. Our one-on-one personalized service reduces customer frustration and improves sales conversions.

Voice
callcenter.com recognizes that even in an on-line world, many customers prefer a two-way voice conversation. Whether the call is through a telephone line or over the Internet, our multi-lingual agents are trained to listen for buying signals and overcome objections and hesitations. We capitalize on cross-selling and down-selling opportunities through our customized scripting, and perform extensive quality assurance and monitoring to maximize each customer interaction experience.

e-mail
callcenter.com provides a fast professional response to customer inquiries and requests through e-mail. Our services range from first tier e-mail automation to customized e-mail response. Our technology is designed to help agents create the best customer response, based on program-specific scripted templates or through demonstrated creative and business writing skills. We recognize that when a customer communicates with you via e-mail, their expectation is for a fast and thorough response and callcenter.com is prepared to deliver.

Web Response Consulting
The professionals at callcenter.com can assist you in evaluating other technology support solutions that aid in the delivery of excellence in customer care. Our years of experience will help you sort through the solutions that are right for you, as well as help define your internal resource requirements.

e-Certification and Training
IRT carefully screens and selects "webpresentatives" who are most likely to excel in our Web Response Contact Center. Equally important is our training and e-Certification process. Our highly interactive curriculum includes intense, hands-on instruction in computer systems, web coaching, e-mail and chat as appropriate to the program. In order to be e-Certified, our agents must "package" the various required elements of the call or transaction into a concise, professional presentation. A written exam, test calls, e-mails and chats are combined to gauge how well agents can handle themselves in a "live" environment.