Call Centers:

Despite the growing importance of the Internet and the dawning of the self service age, many questions, concerns, or problems can only be resolved via the telephone. The Premier approach to call centers involves hiring quality customer or technical service representatives (specifically recruited for the program at hand), intensively training and coaching them (i.e. quality monitoring with immediate feedback) to drive continuous improvement, re-training these individuals, whenever new technology or support tools are added to the program, and then managing them with an experienced account management team who can maximize their individual strengths and who can leverage prior campaign experience to improve your customer’s experience.

We then combine our staff with state of the art Customer Relationship Management (CRM) solutions, with industry leading telephony solutions, highly capable online knowledge tools, portal-based reporting tools, and with a wide suite of security products to protect not only customer data, but the online capabilities of the call center infrastructure as well.

The resulting solution is a highly available, flexible, and responsive call center that can maximize first call resolution percentages with little or no hold time plus an “always available” online self-service knowledge base and CRM tool that your customers can access directly. However you plan to utilize a call center (e.g. for disseminating information, for gathering information, or for FAQ and technical support), Premier Analysis has the experience and resources to help you effectively integrate it as part of a comprehensive, centralized, solution to your communication needs. We specialize in helping customers to understand when and how to most effectively integrate Live, IVR, and other call center solutions to meet your changing business requirements and we do whatever is necessary (Priority # 1) to help you ensure a positive customer experience.

Our full range of Call Center Services is:

• CRM Integration
• Telephony Integration
• Online Knowledge Tools
• Customer Service
• Email/Fax Integration
• Online Collaboration Tools
• Quality Assurance/Control
• Continuity Planning/Disaster Recovery

Help Desk:

Premier provides a single point of contact Help Desk Support to the end user at Level 1, 2 and 3. The staff are qualified to address any support issues that the users may encounter.

• Response to Problem Calls
• Telephone Hotline Support
• Dispatch of Technician to Resolve Problems
• Evaluate, Install and Upgrade Systems
• Reconfigurations of Systems
• Warranty Service Support