Contact Center Our mission is to maintain and enhance our Clients' consumer portfolio by providing professional world-class service at each customer interaction. We pride ourselves on consistently meeting and exceeding client service standards. We continuously strive to provide outstanding service to each customer with whom we interact. To meet this challenge we invest strongly in technology, people and training. - Technology
- Avaya Telephony
- Customer Touch Points
- Customizable
- Campaign specific
- State of the Art
- Scalable
- People
Low agent/lead ratio- Trained
- Bilingual
- Structure
- Cross-utilized
- Semi-dedicated
- Dedicated
- Licensed Agents
- Training
- Formal
- On-going
- Product and Soft Skills
HIPPA/Privacy- Formal Assessments
- Quality Monitoring
- Weekly agent call review
- Client/DRIASI calibration
- Rewards/Incentives
- Metrics Management
- Service levels meet for 13 years!
- Aggressive and managed
- Dedicated Call Traffic team
DRIASI has created specialized retention teams who have undergone an extensive training program proven to increase the retention of policy holders. This program has honed the skill sets required to understand the customer psyche, save policy termination calls, and deliver a “best in class” policyholder service experience. - Retention training
- Cancellation assessment skills
- Reinforcement of benefit need
- Retain current coverage
- Dedicated retention specialists
- Informative, persuasive and achievement driven
- Responsive to policyholder needs
- Proven reduction on customer churn
- Incentive-based retention program
- Motivational and competitive coaching techniques
|