Enablx operates a state-of-the-art multimedia
customer service call center
providing Level 1 through Level 4 customer service representative support, with Level 4 providing high-level technical support to technicians on-site. Customer service call center representatives employed by Enablx provide first-class service and are committed to all of our clients’ products.We maintain low attrition rates and have no minimum seat or call volume requirements. Enablx is located just 45 minutes from New York City in a secure facility with access to a diverse and educated labor pool. Enablx additionally develops and hosts
IVR
andWeb applications
to facilitatecall center
efficiency. This model supports companies that prefer to outsource complex and specialized customer transaction services and affords them the ability to quickly scale the application to their realtime program requirements.Call Center Capabilities:
ACD Groups / Skills
Enablx utilizes automatic call distribution (ACD) groups to match caller needs to agent skills so issues are handled as efficiently as possible.
Inbound Email / Chat Queuing
Enablx provides support for LIVE email and chat interactions directly to the call center. These are queued just like a telephone call to ensure the best possible response time.
Hours of Operation / Holiday Logic
Customized operational schedules and holidays can be configured for each of our clients to ensure optimal coverage.
Transcription
Enablx offers transcription services to enable caller-provided information to be entered into a database. This includes name, address, email, and other information as required.
Language Skills
Enablx currently provides customer support in multiple languages, including English, Spanish and French.
Recording & Monitoring
Monitoring is done on a scheduled basis to ensure the highest level of service and consistency.
Training
Training is provided in-house on a regular basis to ensure our agents are extremely knowledgeable of the products and services they are supporting. Clients are additionally encouraged to train representatives servicing their account either on or off-site.
Customer Tracking
Live Agent services allow for the recording of all customers who call-in for any kind of problem or product information. It allows for tracking of specific customers, problems and resolutions to companies, products and/or groups of products.
FAQ(s)
Live Agent services allow for customers to be serviced with frequently asked questions about specific products and/or procedures. This will reduce the amount of time an agent or a customer may spend in trouble shooting areas of product or procedure understanding.
Queue Voicemail & Messaging
In the event your customer is waiting to speak to a live representative, use in-queue messaging to promote products and services, or other information. Also enable your customers to leave a message for call-back if they choose not to wait, or call after hours.
Knowledge Base
Live Agent services incorporate a knowledge base for documenting call details and looking up product customer service information. Questions and answers are recorded, and then sorted by product or category. This effectively becomes an on-line dynamic "learning" system. It permits agents to better service customers with answers to their questions using an ever-growing database of issues and answers.
