We at
TELESIS have been providing Hot Line / Call Center /
Contact Center services to many clients for over 14
years! TELESIS has dedicated, well qualified & certified
Project Managers who bring several years of experience &
expertise in these services as well as IT Service Desk. We provide our clients technical expertise,
industry experience, a well trained & qualified management
team along with the State of the Art infrastructure.
We
provide 24/7/365 service to our clients at fully secured
facilities that meet the security clearance requirements
of State & Federal Government.
IT Service Desk, HotLine, Call Center/Contact
Center
Clients Include:
-
Dept. of Transportation – NHTSA Vehicle Safety
Hotline
-
Dept. of Justice - Programs
Information Center
-
Dept. of Army - IT Service Desk for Fielded Battle Command Systems
-
Dept. of Army - IT Service Desk for DTC
-
Office of Personnel Management – eOPF Hotline
-
Food and Drug Administration – Food Facility
Registration Contact Center
-
Consumer Product Safety Commission - Hotline
Our fully hosted center includes a diverse set of solutions. Listed below are just
some of these capabilities:
-
Multiple, Scalable, Fully
Secure Facilities
-
Enterprise Technical Infrastructure
-
Service Level Agreement Management
-
Web Based Call Ticketing System
-
Skill Based Call Routing
-
A Multi-Tiered Disaster Recovery
and Continuity of Operations Plan
-
Extensive Pool of Highly Trained
Resources
-
Multi-Lingual Hotline Representatives
-
Customized Hot Line Training Programs
Features of Our Innovative Facilities:
-
Fully Secure and Scalable Facilities,
cleared by Federal Government customers
-
Over 20,000 sq. ft. space occupied
-
Over 20,000 sq. ft. additional space
ready and available to address surge requirements
-
Operational 24X7X365
-
State-of-the-art Phone Systems
-
Multiple Hosted Ticketing Systems
-
Secure System Access and Secure
Remote Access
-
Direct Secure Network and Email
Connectivity to Federal Clients
-
Customized Disaster Recovery and COOP Plans
in Place
-
Security Cameras, Controlled Badge
Access
-
State-of-the-art IT Room with
controlled access
-
Independent Cooling System to ensure
performance efficiencies
-
Restricted and Secure Individual
Project Areas Equipped with Ergonomic Work Space
-
Conference and Training Rooms for
project training and client use
-
Uninterrupted Power Supply and Proven
Disaster recovery
Our IT Service Desk, HotLine, Call Center/Contact
Center services include but are not limited to:
Automatic Call Distribution (ACD)
By Skills-Based Routing
-
When a live agent is needed, routes the
call to the right queue, gives it the right priority,
and routes it to the next available agent who is most
capable of handling the call.
Advanced Call Management System
- Advanced Call Management System
provides real-time and historical reports to assist you
in managing agents, ACD splits/skills (hunt groups),
routing points, trunk groups and routing applications. Interval, daily, weekly and monthly reports provide enterprise wide
statistics for Key Performance Indicator (KPI) analysis.
Interactive Voice Response (IVR)
- Custom interactive menus for
both self-service and directed routing.
Quality Monitoring
–
Supervisors can help ensure a positive
customer experience by monitoring agent activity such as
conversations with callers and inter-agent instant
messages.
Toll-Free Routing
–
We can make provide toll free or provide back-end routing for your existing numbers.
Call
Recording
– Inbound call recordings
provide managers with valuable quality control
information and a record of call experiences.
Voicemail
– Voice messaging allows
callers to leverage their time so that agents can return
calls as soon as possible without inconveniencing the
caller with hold times.
To learn more about our services &
processes, please feel free contact:
Corporate Headquarters
4700 Corridor Place, Suite D
Beltsville, MD 20705
Phone: (240) 241-5600
Fax: (240) 241-5630
Email:
TELESIS_sb@TELESIShq.com
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