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Live Chat... the Right Way
Live Chat... the Right Way
ZBPO LLC | 20 Apr 2006
Consumers want to do as little as possible to achieve their goals while still receiving a quality service. ZenithBPO steps in to "simplify the process of consumption" without dramatically increasing a company’s expenses and in all cases increasing profits by outsourcing the non-core business functions. This, of course, allows companies to continue focusing on the more important aspects of daily operations.
ZenithBPO knows that if a consumer visits a website they are there for a reason, the product or service offered. Professional and highly skilled agents greet visitors when they visit a website and assist them for their entire stay. A consumer should not be limited to customer service and sales support via telephone &/or email during business hours only. ZenithBPO has created a true customer centric solution by combining skilled agents with the most advanced technology in the industry. 24 hours a day / 7 days a week customer support centers were designed specifically to satisfy the customer and produce results for a client.
Ron Morrell, Director of Sales for ZBPO LLC, says “You want live chat agents on your site but can you justify the prices of some of the software that’s currently available? What about the time and money spent on hiring a chat staff? We understood this and decided to merge the two and offer comprehensive software with quality assured operators. Best of all we keep the process simple because we know you are busy.”
The process at ZenithBPO is to create a client area on an exclusive portal, which is accessed by their employees and their clients. This client area will consist of FAQ’s, an Agent at-a-glance containing pertinent information, a “contact us” form to maintain open communications at all times and a “notepad” area for any notes or ideas. The delivery of information to their clients can be through traditional email or through customizable solutions.
As the above process commences ZenithBPO begins training agents on the business model and the main objective of the client. ZenithBPO spends quality time with agents via a “dummy” site to act as a training platform. “We guarantee a minimum of 90% up time and 110% quality control backed with a pro-rated refund” says Ron Morrell.
One of the most important components of any successful customer service project is the Knowledge Base. This source of information is crucial not only for activities such as training, coaching, and discussions but most importantly facilitating the agents with live wire to assist customers and provide them with the relevant information they require. A knowledge base can be developed by ZenithBPO or a pre-existing knowledge base may also be provided by the client if they prefer.
Communication is a priority. “We kindly ask clients to assign a process manager to act as the bridge for this project to function smoothly” states Matthew Diuro, Director of Operations for ZBPO LLC.
ZenithBPO offers comprehensive quality assurance formats that are customized to client’s expectations, service level agreements and parameter inputs. These customer service assurances are seamlessly integrated into the architecture, encompassing:
-Walk around observation assurance
-Side by side assurance
-Ghost monitoring
-Data capture assurance
-Redundant Agents and Internet Connections
-Secured Data and SSL Encryption
About ZenithBPO:
ZenithBPO works in partnership with organizations to drive real long-term cost reductions and performance improvements. They improve the way organizations work by streamlining their business processes, controlling costs more effectively and helping them make the most of technology innovations. ZenithBPO specializes in the area of call center management, consulting and core business processes. Agents are trained to exact USA standards to insure quality and productivity. ZenithBPO’s managing partners are seasoned professionals working in the TeleServices, NetMarketing and IT sectors of this industry for a combined 30 years. Physically managing contact centers and managing one of the first chat centers in the business.
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