Industries
Our solutions span various industry verticals but share a common theme: enhancing our clients’ relationships with their customers by providing unparalleled quality service. Our solutions are custom designed based on your needs. Our agents work to improve your CSAT scores and build customer loyalty by resolving your customer’s issues on the first call. Call agents and agent supervisors are trained to handle the most delicate issues with courtesy, respect, and an urgency to resolve.
We interact with your customers by telephone, on-line chat, or e-mail on their terms, whenever they want us, 24 hours a day, 7 days a week.
- Financial
- Retail
- Utilities
- Health Care
- Government
- Technology
Financial Solutions
Our inbound financial call solutions include:
- Credit application processing
- Card activation
- Balance consolidation and transfer
- Payment processing
- Payment negotiation
- Charge dispute resolution
- General customer service requests
Protect Sensitive Data
As a Level 1 PCI compliant service provider, we maintain the highest levels of security for you and your customers. To ensure compliance, our security systems are regularly audited and our networks are scanned by a third party. All agents log on to our server with a secure login/password and are authenticated before they can gain access to take calls. Our software disables the agents cut/paste, printing, and file save capabilities so that your customer information never leaves the security of our server.
Retail Solutions
Increasing Share of Wallet
The experience our agents bring to your brand translates into consumer confidence; confidence your brand will deliver what it promises. In each and every call you can hear the agents’ maturity, brand knowledge and dedication. Whether it’s a spike during holidays, a promotional event or even a natural disaster, we can very quickly ramp staffing levels up or down as your business cycle demands.
Genuine Brand Ambassadors
The foundation of any business is its brand. At Emergent we believe in this so strongly that our customer care professionals are dedicated to your company and your customers accounts. We protect your brand by selecting only those agents that meet your criteria as well as our stringent hiring standards.
Inbound call solutions we provide for retailers:
- Sales and order processing
- Product inquiries and consultation
- Customer service
- Promotional support
- Seasonal support
- Up-sell and cross-sell
- Catalog inquiries
Utilities
Whether it’s a power outage or a simple billing inquiry, our customer care professionals offer unparalleled service to your customers. Emergent is the virtual customer care solution that can help you reduce costs while increasing call resolution and customer satisfaction.
Unlike a brick and mortar call center, we are not limited to a few square blocks where a workforce can be impacted by weather or unforeseen events. Our operations and customer care professionals are dispersed across America. This geographic diversity ensures your customers can still reach you when it counts.
Our call solutions for utilities companies include:
- Customer service
- Information requests
- Billing inquiries
- Collections on delinquent accounts
- Trouble or order ticket status
- Technician dispatch
- Power outage inquiry and support
Health Care
Emergent is sensitive to the regulatory environment in which you operate and the need to maximize every direct contact a consumer makes with your practice or retail center.
- We adhere strictly to HIPAA regulations.
- We operate in an environment where patient and consumer needs are put first.
- We ensure that quality is a daily mission for each of our employees.
Pharmaceutical and medical device products require complex, specialized communication and support programs. We develop custom programs that can retain customers, influence behaviors and build relationships.
Our call solutions for Health Care companies include:
- Sales and order processing
- Customer service
- Appointment reminders
- Information requests
- Patient Satisfaction Surveys
- Billing inquiries
- Collections on delinquent accounts
In addition, we offer answering services for group or individual practices, outpatient centers and diagnostic centers:
-
24/7 professional answering service
- Whenever you choose too you may forward your business line(s) to a toll free 800 number where we will answer your calls as if we were your practice. Upon calling your business your callers will be greeted by a professional receptionist who will then take the caller’s name, number and call details and get that information to you straight away so you may return their call.
Government
More and more, government organizations engage outsource partners like Emergent Contact Solutions to manage their contacts with public at large. This not only provides the government with increased efficiencies, cost reductions and major process improvements, but it improves customer satisfaction levels to those expected by all consumers.
Just as importantly, Emergent Contact Solutions employs disabled military personnel and military family members to work for the government where those important people cannot work at a fixed facility or move too frequently to be attractive to traditional bricks and mortar employers
Our call solutions for the government sector include:
Polling surveys
- Research surveys
- Outgoing political campaign messages
- Information requests
Virtual Call Solutions for Technology Companies
In the competitive and evolving TME industry, providers are challenged to find new and cost-effective ways to attract new subscribers, while also maintaining and growing wallet share with the existing customer base. Customer loyalty continues to erode, particularly for companies that fail to deliver best-in-class customer care.
Our solutions are custom designed based on your needs. Our agents work to improve your CSAT scores and build customer loyalty by resolving your customer’s issues on the first call. Call agents and agent supervisors are trained to handle the most delicate issues with courtesy, respect, and an urgency to resolve.
Sample companies:
Cable and Satellite Providers
Internet Service Providers
Wireless Carriers
Local and Long Distance Service Providers
Movie/Game Rental Companies
Call Types
Account activation/inquiries
- Order processing/status
- Billing/address change/inquiries
- Store locator
- Help desk/technical support
- Payment due reminders/Collections
- Escalations/Saves
Channels
- Chat (web/IM
Why EmergentCS?
- Lower cost than brick and morter contact centers
- U.S. based employees
- Diverse workforce
- Improved customer retention and loyality
- Flexible scheduling
- Secure data, PCI compliance
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