Technology: Frequently Asked Questions

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ViaSource Solutions seeks to maximize the customer experience with every contact.

Here are some of the most frequently asked questions about our Contact Center Solutions. If you have additional questions please email us, or call 877 404-5639 and we will be delighted to discuss your thoughts/concerns!

Why is the Call Center “in the cloud” a good technology choice?

ViaSource Solutions’s call center software is hosted, meaning all software and hardware runs in secure, remote, redundant data centers, and our agents, staff and management access the system using the internet, requiring only a PC, a broadband internet connection and USB headset. Because this is a “hosted service”, we don’t have to sustain the cost and complexity of building and maintaining a premise-based system. It can be expanded and reconfigured quickly, it provides tremendous flexibility in the location and absolute numbers of agents available for campaigns at nearly a moment’s notice.
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Can ViaSource Solutions connect with agents anywhere?

Yes, with our “cloud based” VoIP telephony and web-based software, agents can log in anywhere in the world, with just an Internet connection at a home office or business location.
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What about integrating ViaSource Solutions’s call center software with our existing application systems?

Every ViaSource Solutions customer can leverage our call center “in the cloud” using built-in web solutions technology to enable advanced software integrations with other applications and solutions. Call center developers and IT professionals can use the cloud APIs to integrate with home-grown CRM applications, create custom agent desktops, use integration frameworks to create unified agent desktops, retrieve data from external systems for call routing, and more. Since the call center APIs are web services, they are available to be used by the widest possible range of cloud computing and premise-based applications, and developers using the APIs can create code in their preferred development environment.
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How can ViaSource Solutions be so flexible and quick to implement new campaigns?

ViaSource Solutions is committed to the hosted, VoIP-based call center in the cloud. There is no legacy phone switch, no legacy dialer system, no support systems that need to be modified to meet your specs. There are no facility build-outs in order to expand and no rewiring or cable pulling. With the integrated call center in the cloud we also avoid the lead times involved when ordering or configuring new phone lines. Our ability to implement new applications and integrate them with our other solutions is one of the great benefits of being in the robust hosted cloud!
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ViaSource Solutions seems like it has the infrastructure to meet our current needs, but what happens if we need to substantially grow our call center project in the near future or have big seasonal peaks?

The ViaSource Solutions system is built to scale to your changing needs. In fact, this is one of the strengths of the “design” of the hosted cloud computing model. Whether your business plan calls for you to add or remove remote agents to grow or to handle peaks, we can seamlessly meet your evolving business requirements, more affordably and faster than you may think possible. Our system provides a truly “on demand” scalability, enabling us to ramp up or down to meet business needs. And, since we operate on a fully hosted, Internet-based solution, we will never need to upgrade hardware or software to support your needs.
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Is a system like this reliable and secure?

Our cloud based system ensures the highest reliability because it operates on carrier grade hardware that resides in security patrolled, disaster-proof facilities. Our provider’s systems are strategically located on major telecom POPS (Points of Presence) to offer maximum availability and business class voice connectivity. Three layers of backup servers, two layers of backup electrical generators, and three backup voice and data networks across two geographically-redundant data centers ensure that the cloud based call center services are always mission-critical ready. Our vendor uses best practices including encryption to secure applications across the Internet and ensure that communications with customers and agents are not at risk.
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How do we get started?

If you are ready to get started or have additional questions, please email us, or call 877 404-5639 and we will be delighted to discuss your thoughts/concerns!
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How long has your company provided contact center services?

We have been in business since the late 1990’s and our principals have over 40 years of contact center experience.
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Does your contact center support 24/7 operations?

Yes we operate 24 hours a day, seven days a week including holidays.
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What industry to do you support primarily? Do you have a primary focus?

ViaSource Solutions has extensive experience with diverse industries including financial services, broadband, cable, wireless and telecommunications, internet retailers, catalog, utilities, healthcare, computer hardware and software, direct response and direct response television (DRTV), political and survey taking.
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Do you have multilingual capabilities?

Yes, we have bilingual agents who are fluent in English and Spanish, English and French, English and Greek, English and Korean. With our custom designed recruiting and on-boarding system we can source, recruit, and train any bi-lingual agents needed!
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Are your agent desktops web-enabled and/or chat enabled?

Yes, our agent desktops are 100% web-enabled with access to ANY application, including email, chat platforms and social media.
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What types of training programs are in-place that must be mastered by your agents prior to taking client calls?

Every agent goes through intensive new-hire training focusing on soft-skills and personal development. Additionally, all agents go through client specific training before taking program calls. Client specific training varies based on each client’s goals and objectives. All agents must pass written exams and certification testing before taking live program calls. All training is developed with participation from our clients to ensure that all critical information and goals and objectives are clearly understood.
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Do your agents receive continuing training throughout the year?

One of our core objectives is to consistently provide ongoing training for both our agents and our team leaders and coaches throughout the year. Ongoing training is done through one-to-one, focus groups, formal classroom and procedural updates on our client Intranet sites, our own IntraNet and our own Learning Management System. The focus of these training sessions include customer service and support, sales and up-sells and other client program specific objectives.
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Do you have equipment to support remote call monitoring?

Yes, ViaSource Solutions offers our clients fully automated remote monitoring, 24 hours a day, seven days a week. All clients are assigned a password that allows them to monitor their campaigns. We prefer to conduct weekly or bi-weekly conference call monitoring sessions with our clients. The goal of the sessions is to assure that we are providing outstanding customer service and sales support and achieving desired goals and objectives. Having the quality assurance and client solutions departments on the call with the client aids in clear understanding of call quality as well as effective and immediate feedback. In addition to our remote monitoring capabilities, we also have the ability to digitally record all calls for enhanced quality.
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