about taction
DESCRIPTION
Taction - The Contact Center. This presentation provides insight into our culture, our values, and our capabilities as a World Class Contact Center for Hire.TRANSCRIPT
About Us…
Our Heritage
We Began as New England 800 Company• Founded in 1983• The First Call Center for Hire in Maine
• Four Investors• Three Employees• Two Clients• One Call
• The Start of a Unique Culture
Our Heritage
• New Name: Taction, n. single point of contact, the act of touching
• Broader Business Scope – Careful Growth
• A Million Transactions Annually
• Award-WinningMultimedia Contact Center
• 150 Employees
Our Values
Our Values
• To Deliver Service that isComplete, On-Time, and Error-Free
• To Contribute to the Well-Beingof Our Employees
• To Care for Our Community
Our Values
• To Provide ShareholdersAn Enviable Return on their Investment
• To Create a Culture that is Fun, FairAnd Embodies the Highest Ethical Standards
• To Be Family Oriented
Our Values
Our Values
Our Greatest
Asset
• 2003 Recipient Team of the Year Award
By Industry Leading Publication
Call Center Magazine
• Sponsored by CHANEL
• Selected from More than 150 National Entries
Teamwork Matters
Other Awards
• 2004 MEBSR Eagle Feather Award
• 2005 Northface Scoreboard Award for World Class Excellence in Customer Service
• 2006 Who’s Who In Teleservices, CIS Magazine
Our Focus
To Leverage Years of Experience Delivering:
• Satisfied-Customer Experiences
• Creative Brand Awareness
• Sales Success
• Simple, Effective Processes
• Proven, Reliable Technology
• Lasting, Profitable PartnershipsBuilt on Trust
“Taction has exceeded all our expectations. Not only do they provide superior service but they’re more efficient than we are.
We trust them with our customers.”
Ben Strohecker
Founder
• Inside Sales
• Field Sales Support
• Prospecting
• Dealer Retention
• Problem Resolution
• Dealer Advocacy
• Dealer Surveys
• Network Consulting
• Call Center Consulting
• Product Information
• Literature Requestsand Fulfillment
• Business-to-Business Services
Capabilities
Quality Matters
• Complete, On-Time, and Error-Free
• ResponseTrak®
Contacts Proofread for Accuracy
• Contact Monitoring and Agent Coaching
• Clients Encouraged to• Initiate Test Contacts
• Perform Real-Time Monitoring
• Monthly AAA+: Accuracy, Attendance, Attitude and Productivity
It’s Recognition
It’s Training
• Expanded the Role of Quality
• New Training Initiatives
• Launched “Taction U”For Professional Development
• Contact Center Training• Contact Etiquette and Conflict Management
• Successful Selling
• Processes and Procedures
• Company Heritage and Culture
It’s Training
• The Call Center School’s Master Series• 25 Graduates from Supervisory Track• 21 Participating in Quality Track• 10 Participating in Operations Track
• Central Maine Community College’s Customer Service Excellence Program• Customer Service, Selling Skills, Effective Communication, Dealing
with Difficult Customers• 40 Graduates• 80 Employees Slated to Take 2005 Course
• Client-Specific Training• Product Knowledge• Customer Knowledge• Business Philosophy, Culture and Practices
• Industry-Specific Training
“Taction agents have adoptedthe Atkins brand, and all this represents. They get it. They understand relationship building is the cornerstone to lifetime customer value.
We couldn’t find a group of people more dedicated to our business.”
Michael BernsteinSr. Vice President
Technology
Pioneer
• Redundant Systems
• World Class Telephony
• Integrated Multimedia Contact Queuing• Voice, Voice-Mail, e-Mail, e-Fax, e-Chat and TTY
• Remote Real-Time Monitoring
• ResponseTrak® Contact Center Software
• Forecast, Workforce Management And Productivity Modules
“I can always count on Taction to come up with solutions to our unique and challenging needs …tailoring their methods of handling & reporting calls in ways that most other call centers simply cannot .”
Rich ScafatiDirector of Special Markets
Redundant
Systems
Investment
• Duplicate Linux-Based Main Servers
• Redundant Hot-Swap Power Supplies
• RAID 5 Hot-Swap Drive Arrays
• Backup Stored Off-Site
• Redundant Uninterruptible Power Supplies
• 3-Phase 100kw Propane-Fired Generator• On Line in 6 Seconds
• Redundant T-1s
World-Class
Telephony
• Redundant Linux-Based Controllers
• Redundant Hot-Swap Power Supplies• RAID 1 Hot-Swap Drive Arrays• Extensive Dynamic Contact Routing
• Estimated Time to Answer• Multiple Agent Skill Sets• DNIS, ANI and Key-Pad Digits• Client-Unique Music-on-Hold and Messages• Take-Back-And-Transfer
• Meet-Me Conference
AutomaticContact
Distribution
(ACD)VoIP & Video
VoIP
Voice-Mail
e-Chat
Web Call-Back
Voice
e-Fax
Multimedia
Contact Queuing
TTY
Forecasts And
Productivity
• Proprietary Contact Forecasting Tools
• Weeks in Advance
• 168 Periods per Client per Week
• Workforce Management and Scheduling
• Real-Time Team Productivity Monitor
• Lull-Time Assignments
• Patent Pending Forecasting Application
Marketing Connections
Strategic
Partners
Serving
Trusted Brands
Partners
This is Taction
• The Right Culture
• The Right Team
• World Class Agents
• Nimble, Focused Management
• Solid Technology
• Simple, Effective Processes
• Proven Sales Experience
• Measurable Results
Contact Us Today
• 800.508.9936
• Taction.Com
• Mail: Taction • Attn. Sales
• 251 Jefferson Street, Waldoboro, ME 04572
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