What sets XACT apart from the competition?
As a business, you have a variety of choices when it comes to finding an outsourcing partner to handle your customer care needs. But, how do you know which company to choose? You don’t want to just choose the first one you find or the one who throws you the lowest bid. Of course, you want to make sure you choose a partner that fits your budget needs, but you also need to research what the company offers. You need to choose a partner who can represent your brand with excellence and provide the services you require. This is where XACT comes in. Keep reading to find out what sets us apart from the competition.
Customer tailored solutions
One thing that we do at XACT is offer custom tailored solutions. We don’t try to fit companies into a box. We are flexible with our offerings and work to fit what the business requires.
A variety of services
We offer a variety of services. These include chat and web support, a customer help desk, service and support dispatch, outbound survey/response and telephone answering services.
Quality assurance
You can trust that your calls will be handled with proficiency since we offer quality assurance. This is the process of observing an agent’s call and analyzing the quality of the call with respect to your requirements and expectations. Quality monitoring is one of the tools we use to ensure that we’re providing effective and efficient approaches to continually improve the services we provide to our clients. Effective call center quality monitoring allows account managers to easily spot and discover problems within teams by proactively monitoring the interactions between agents and callers.
Training and knowledge development
We also offer training and knowledge development. Knowledge development is the creation of client specific content that both educates and enriches our contact centers agents in the who, where, what, how and why of our clients’ organizations and their business’s processes. Training is the engagement of the content created and delivered in the knowledge development process.
We believe at XACT that the best call center training is hands-on, interactive and paced to the individual. Our agents learn best when they have a chance to participate and practice activities instead of listening to a teacher lecture or just watching a video. Soft skill training is also essential for excellent customer service. Our training programs are wide-reaching and don’t just stop with the initial training.
Resource management
Resource management is also referred to as coordinated services. It is an independent team that watches and monitors contact transactions and provides a level of triage and support to call center agents. It’s affectionally known as “traffic control.” These people help ensure that live contacts are being answered, agents are adhering to their schedules and that they can receive assistance when they need it.
Between our services and the extra steps we take to ensure that brands are represented well, XACT stands out when compared to the competition. Learn more about us by visiting our website today.