Inbound Teleservices
The heart of The Jackson Group’s contact center is our inbound teleservices team. Focused on delivering high-touch customer service and order processing, this team strives to become an extension of your brand and your company’s values. Staffed with 175+ highly trained Customer Service Representatives (CSRs), the inbound agents are available to assist your customers and support your campaigns. Some examples of our services include:
Customer CareOur CSRs treat every customer contact as if they are your most important customer. Whether the customer is seeking information about a specific product, responding to a promotion, requiring technical support, or requesting the location of the nearest dealer, The Jackson Group’s CSRs are available 24 hours per day to assist your customers.
Order ProcessingWe utilize a totally integrated order processing software package called ORDER POWER!®. This software provides the CSRs with desktop tools for order entry, inventory management, credit card processing, back order status, returns management and much more. It also provides extensive cross-sell and up-sell assistance for CSRs. ORDER POWER! also features a broad suite of management reports that are customizable and accessible by the client.
Whether processing orders for catalog items, products advertised on DRTV, or simply a request for literature, The Jackson Group’s sophisticated front-end software seamlessly integrates with our back-end fulfillment operation to ensure that customer expectations for speed, efficiency and accuracy are met.
Concierge ServiceSometimes your best, high-value customers require more specialized attention or more extensive information regarding your products or service. For those types of customers, The Jackson Group offers its exclusive Concierge Service. These dedicated CSRs are selected based on their experience within a specific industry, education levels, professional accreditations or security clearance. They then receive intensive training enabling them to handle the most complex customer contacts directly or as an elevated support level for other CSRs. Some examples of Concierge Services might include:
- Licensed Insurance Agents – coverage inquiries & application processing
- Dietitians – food product nutritional content
- Agronomists – pesticide usage
- Building Contractors – construction product installation
- Software Engineers – technical support
- Accounting Specialists – loan processing
- Many more …
- 24 hours per day, 7 days per week, 365 days per year staffing
- Average speed of answer less than 20 seconds
- Call abandon rates less than 2 percent
- Skills-based call routing
- Real time and remote agent monitoring
- Voice and keystroke capture of customer interactions
- Optional dedicated or shared agent environment
