ViaSource Solutions's commitment to being a premier provider of Inbound call center solutions, B2B call center solutions, and Outbound call center solutions begins with our philosophical commitment to utilizing the latest cutting edge technologies to provide the best service for our client. We are committed to hosted solutions "in the cloud"; SaaS, Software as a Service. This core belief allows us to constantly upgrade technology, introduce new technology seamlessly while keeping this behind the scenes. This allows us to focus on delivering superior results for our clients.
TECHNOLOGY IN SOURCING, HIRING TRAINING AND COMMUNICATION
ViaSource Solutions is committed to the Virtual Company model with which our agents can live anywhere and connect to us through the internet. ViaSource Solutions has implemented a proprietary automated assessment, candidate tracking and on-boarding system. Based upon 25 years of performance and attraction research, our high-speed, recruiting and selection system predicts how an applicant is likely to perform, prior to the hiring and training process.
ViaSource Solutions maintains an LMS (Learning Management System) that contains self paced training protocols for new and existing agents, project specific training curriculum, system level training, career training and individual advancement programs. In addition the LMS serves as a repository for compliance and quality management activities.
ViaSource Solutions is committed to providing organizational connectivity and structure to company communication. We facilitate this through a company Intranet that is used for routine communication with our remote agents posting performance and quality records, company news, scheduling and other operational information. Our internal communications are VoIP and we can access the backbone from any location.
TECHNOLOGY IN THE CONTACT CENTER
We employ hosted platforms. Our strategy is to maintain relationships with SaaS/SaaA/SaaI leaders that provide businesses of all types with the appropriate inbound, outbound or blended Contact Management systems capable of driving significant production at a low cost. Easily manageable through web based tools, our platforms provide the foundation for delivering top tier results for our clients and these platforms also address security, privacy and disaster recovery considerations with redundant systems and multiple server cluster sites.
Call Center Capability for any Business Need
Whether your campaign requirement is inbound, outbound or blended, our capabilities include all of the features needed to service your projects effectively. For an Inbound campaign, our IVR and ACD capabilities provide the tools for us to implement exceptional customer service while lowering operational costs. For an Outbound campaign, our predictive dialers are quick to configure and very comprehensive. For advanced voice self-service applications, we have an IVR with Speech Recognition that delivers robust speech application technology. We can deliver automated notifications, voice message broadcasting and appointment reminders, with our Auto Dialer that will keep your customers informed in a cost effective yet integrated campaign. To optimize staffing schedules and improve agent productivity, we have an integrated Workforce Management system.
And, across all campaigns, our Quality Monitoring, Call Recording and Agent Scripting capabilities will help ensure rapid campaign implementation and uncomplicated maintenance.
We can integrate with a variety of CRM's.
We can also integrate with a variety of Switch/PBX platforms, such as Avaya.
We support Chat, email response and social media.
We are always on the lookout for new capabilities and better technology!