Call Center
M2 Call Center Services has acquired excellence in delivering an enhanced level of customer satisfaction to our clients, by offering superior Inbound Call Center Services. Our call center agents are committed to ensuring quality performance at any stage and at all times, be it by attaining impressive productivity statistics through calls or by providing utmost customer satisfaction.
Inbound Call Centers are places where companies receive calls having to do with their service or product. They are used for everything from customer service problems to product sales. Many companies go online to find the Call center information and services that they need.
Inbound Call Centers are the easiest way for companies to be reached by their customers. Customers can talk to representatives directly to get whatever they need. Many companies use the Centers as a spot to make sales and let customers place orders. Other companies use Call Centers as places where customers can get help with problems. That could mean either a technical problem with a product or a problem with a reservation for a hotel room.
M2 Call Center works in conjunction with our existing client (a huge multi-location enterprise), creating a successful partnership, which in turn yields profit acquisition for the latter. Our sole purpose is to support you and stick to our commitments in order to, not just satisfy, but exceed your expectations.
You will gain a significant competitive advantage as all our employees are dedicated to achieving “Your” goals, with an unperturbed commitment to quality, and our thorough determination creates optimum conditions which ultimately leads to success.
Our agents, who right now function as the call center service givers of a huge health-care and medical group in the United States, are responsible for scheduling appointments, answering patient inquiries, sending medication refill/ patient referral requests, as well as initiating empanelment and communication between the patient and the client office. Our agents support the Primary Care and Specialty Division Departments. Right now, our agents schedule the following types of appointments:
- Adult Medicine
- Pediatrics
- OB/GYN
Our agents also initiate the healthcare chain by transferring calls to Specialty Division departments such as
- Podiatry
- Gastroenterology
- Allergy
- Rheumatology
- Radiology
- Geriatrics
Our agents are also involved in other diverse and more complex practices such as scheduling or rescheduling DEXA scans and Mammogram appointments, as well as serve as an important portal of communication between the callers and the doctors’ offices.
The salient features of M2 Call Center Quality Management include:
- Measurement of performance against criteria established by the client
- Daily online audits, which are approved by the client.
- Proficient auditors and audit supervisors with US exposure
- Evaluation of the assessment results for corrective and preventive measures as well as for rendering constructive feedback
- Time-tested audit processes that are tailored and updated to maximize customer satisfaction
- The opportunity for call center improvement initiatives that should provide measurable benefits for customers, agents & stake holders alike
- Well-structured reports that give an objective picture of our contact center staff
- Accessibility to a software mediated and well structured knowledge pool with backup of data for disaster recovery scenarios
- Well-defined data control
- Audit reports for continuing education as well as quality improvement
- Periodic maintenance of infrastructure
- A safe and secure work environment
- Review meetings
- Integrating telephone and computer technology (including multimedia) and hence providing new ways for support knowledge management accessibility in order to provide prompt and accurate service.
- Quantifying & tracking customer service levels
- Business process mapping for efficient workflow.
- Continuing education of Staff
Direction, Administration, General Management & Call Quality Management
Director/Call Center Manager /Audit Supervisor & Auditor – Professional Qualifications of this group include Call Center Experience/ Training at Client Site/ Software Degree/Doctoral degree/ Technical Experience/US exposure.
Call Handling
Call Center Executives – Professional qualifications of this group include 1- 4 years experience of working in a Call Center per se. In addition, Baccalaureate Degrees/ Bachelors degrees in Engineering /Masters Degrees in various trades include the diverse professional qualifications of this well-educated & well-informed group.
Support Systems
Technical Staff – Engineering & Technical degree/diploma
Note: Equipment satisfying ergonomic requirements, health insurance, benefits meeting industry standards, security and safety measures are provided to all personnel.
Our call center uses the benefits of the trusted VOIP technology. We use a Dedicated Private line connection between India and the US Technology allows for easier deployment of more agents to the call center as required. There is a dedicated T1 Bandwidth for Voice at both ends. International T1 Bandwidth is a feature. Incoming and Outgoing call facility is incorporated in the system.
Overflow calls from the client system are transferred to the M2 Call Center through the VOIP Gateway. Voice data travels through internet over a VPN connection. The VOIP Gateway in the M2 India office picks the data. The VOIP gateway transfers voice calls to an Intelligent PBX system called TelePCX. TelePCX distributes calls to agents. TelePCX supports ACD (automatic call distribution) based on embedded intelligence.
Skill-based call transfer is possible using ACD (e.g.,:- billing, language and many more as needed.). The salient feature of ACD is that it can dispatch calls to the longest-idled agents. A pre-set backup group can pick up calls when there is no agent available in the first ACD group. Agents in the ACD group can still use the PBX functions such as call recording, hold, park, transfer, conference, etc. At the end of every shift the ACD generates reports to management to assess the productivity of the call center.