We at TELESIS have been providing Hot Line / Call Center / Contact Center services to many clients for over 11 years! TELESIS has dedicated, well qualified & certified Project Managers who bring several years of experience & expertise in Hot Line/Call Center / Contact Center services. We provide our clients technical expertise, industry experience, 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.

TELESIS’ Hot Line / Call Center / Contact Center clients include:

• Dept. of Transportation – NHTSA Vehicle Safety Hotline

• Dept. of Transportation – Cash for Cars Hotline

• Office of Personnel Management – eOPF Hotline

• Food and Drug Administration – Food facility Registration Contact center

• Consumer Product Safety Commission Hotline

Our fully hosted hotline and call center solutions include but are not limited to:

• Multiple Turnkey, Scalable, Fully Secure Hot Line Facilities

• Existing Technical Infrastructure

• Service Level Agreement Management

• Web Based Call Ticketing System

• Skill Based Call Routing

• A Fully Implemented Disaster Recovery and Continuity of Operations Plan

• Extensive Pool of Highly Trained Resources

• Multi-Lingual Hotline Representatives

• Customized Hot Line Training Programs

Features of TELESIS’ Hot Line / Call Center / Contact Center 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 Switch

• Phone Licenses for Hotline Representatives

• Multiple Hosted Ticketing Systems

• Secure System Access and Secure Remote Access

• Direct Secure Network and Email Connectivity to Federal Clients

• Disaster Recovery Plans and COOP Plan 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 Hot Line / Call Center / Contact Center services include but are not limited to:

Automatic Call Distribution (ACD) & 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.

Abandoned Call Search - Abandoned Call Search allows the communication server to identify abandoned calls if the Central Office (CO) does not provide timely disconnect supervision.

Basic Call Management System - Basic Call Management System (BCMS) provides real-time and historical reports to assist you in managing agents, ACD splits/skills (hunt groups), VDNs, and trunk groups.

Direct Agent Calling - DAC is a feature that lets a caller:

• Contact a specific agent instead of a skill hunt group

• Queue for the agent if the agent is on a call

• Use Agent LoginID for callbacks and transfers

• Hear system-wide DAC delay announcement while holding

• Follow the agent's coverage path, if the call is not answered immediately.

Interactive Voice Response (IVR) - Creates menus that walk callers through the choices that leads them to self service information or provides the system the information it needs to identify the best agent for each call.

Predictive Dialer - Predictive Dialer allows your call center to comply with regulations while improving productivity.

Quality Monitoring – Supervisors can help ensure a positive customer experience by monitoring agent activity such as conversations with callers and inter-agent instant messages.

Real-Time Reporting – Supervisors can operate the call center more effectively by monitoring contact center statistics and Key Performance Indicators (KPIs), personalizing their views and alerts, and viewing real-time information in an Excel dashboard.

Toll-Free Numbers – We can make provision for toll-free numbers for our clients call center / Help desk requirements.

Universal Call ID – The purpose of UCID is to tag a call with a unique identifier. UCID provides a way to track calls across multiple communication servers and Voice Response Units.

Call Recording – Conversations between agents and callers can be recorded, so that managers can assess the quality of the customer experience and use the recordings as supporting documentation for transactions.

Voicemail – It improves customer service by allowing callers to leave voicemails for agents that can be reviewed later by agents and managed by administrators. When voicemails are urgent, email notifications can be set to optionally attach the voicemail.

To know 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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